Support Analyst - CAST

Iowa Lakes Community College

POSITION: Support Analyst - CAST
CLASSIFICATION: Professional Support
DEPARTMENT: College Alliance Sharing Technology (CAST)
REPORT TO: CAST Director
 

GENERAL JOB SUMMARY:

This is a full-time position located in Cedar Rapids, Iowa, responsible for supporting CAST member colleges in their use of the Ellucian “Colleague” Enterprise Resource Planning (ERP) system and all related modules. Primary responsibilities for this position are to work as a team member to support the CAST users with all aspects of the Ellucian Colleague software. This position is also responsible for opening internal helpdesk tickets and coordinating the resolution of tickets with 3rd party vendors. Some evening, weekend and holiday work may be required.
College Alliance Sharing Technology (CAST) is a consortium formed to support the technology needs of Iowa Lakes Community College and Northwest Iowa Community College. Iowa Lakes Community College is the “employer of record” for CAST staff and, as such, provides salary and benefits, and employee procedures for CAST staff. The primary mission of CAST is to maintain and support the infrastructure (servers, SANs, switches, firewalls, load balancers) and Colleague applications and modules. CAST staff are 2nd line of support for the member colleges with the College IT staff providing 1st-line support.

% OF TIME
Constant (67-100%)

ESSENTIAL DUTIES / RESPONSIBILITIES

  •  Provide technical assistance and troubleshooting support to users.
  • Research problems and apply solutions to resolve errors or prevent errors within Ellucian Colleague software. These solutions may take the form of customizing Envision subroutines or writing computed columns.
  • Act as interface between college users and Ellucian on helpdesk tickets. Provide oversight and technical caution in these interactions.
  • Maintain custom Colleague processes and apply custom updates and workarounds provided by Ellucian.
  • Test upgrades, customizations, and workarounds for proper functioning of software.
  • Check for daily system-monitoring emails related to backups, errors, and potential problems.
  • Using helpdesk software, maintain records of problems encountered, remedial actions taken, or installation / configuration activities performed.
  • Write technical documentation and instructions.

Frequent
(34-66%)

  • Create requisitions, submit POs to vendors and ensure that invoices are paid.
  • Coordinate purchases and hardware/software maintenance renewals.
  • Support CAST staff with general administrative functions.
  • Provide analysis of report requests to assist the Programmer/Analyst with developing report specs.
  • Participate in CAST Oversight and User Group meetings.

Occasional
(10-33%)

  • Participate in Ellucian Colleague Focus Groups and Beta implementations.
  • Research new products for use in supporting the member colleges. Example – group email communications, webinar products, etc.
  • Manage user group listserv memberships.
  • Provide backup for CAST Programmer/Analyst.
  • Attend technical conferences and seminars to keep abreast of new software and hardware product development.
  • Other duties assigned by supervisor.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Represent the Consortium and member Colleges in a positive manner to other employees, students, visitors, and the general public.
  • Ability to utilize a personal computer to access information and enter data.
  • Ability to read and understand written and oral instructions or communications.
  • Strong interpersonal skills required to work as a team member.
  • Ability to efficiently perform tasks in an environment of occasional interruptions.
  • Demonstrated ability to assume responsibilities, deal effectively with problems, and exercise good judgment in making decisions.
  • Ability to assume initiative and work with minimum supervision.
  • Establish and maintain good working relations with colleagues and staff.
  • Technical skill level sufficient to perform tasks identified.

SPECIAL DEMANDS:

  • Work exerting 20 to 50 pounds of force occasionally (10-33%) and/or 10 to 25 pounds of force frequently (34-66%).
  • Standing, walking, lifting, carrying, pushing, and pulling frequently. Typing, talking, hearing, and viewing various types of close work constantly (67-100%).
  • Some work outside with extremes of temperature and moisture. Some work inside with extremes of temperature and noise.
  • Climbing on ladders or other structures is expected. May be required to travel utilizing personal vehicle.

Employment with CAST through Iowa Lakes Community College is dependent upon successful passage of a criminal background check. Must be legally eligible to work in the United States without employer sponsorship.
The statements contained herein reflect general details as necessary to describe the essential functions, job duties/responsibilities, and performance expectations of the job, which should not be considered an all−inclusive listing of work requirements. Individuals may perform other duties as assigned.


MINIMUM QUALIFICATIONS:
An Associate’s Degree or Diploma in an IT field or closely related area. Excellent interpersonal and problem-solving skills.


PREFERRED SKILLSET:

  • Two years of related experience providing Colleague helpdesk support in an IT environment, preferably in a higher education setting. Ellucian Colleague: UI, WebAdvisor, Self-Service, Mobile, WebAPI, Ethos Identity, Payment Gateway, SA Valet, Colleague Studio, Envision, Unidata, SQL, Windows 10 experience.

SALARY:

Commensurate with education and related experience, $45,000 minimum.


FRINGE BENEFITS:

Paid sick leave, vacation, and holidays. Employee health, dental, and vision insurance. Partially funded family insurance available. Employee life and disability insurance. Employee retirement package.


APPLICATION PROCESS:

The following items must be included in your application packet before it will be considered a complete application:

  • Employment Application form
  • Applicant Confidential Information form (This data is used to comply with government required affirmative action record keeping only and is not used for applicant screening purposes.)
  • A letter addressing your qualifications for the position
  • A resume
  • A copy of transcripts, with originals due upon hiring
  • Only complete application packets will be considered for the position vacancy.

Review of applications will begin September 20, 2021. Applications will continue to be reviewed until the position is filled or closed. View complete job description and application process at www.iowalakes.edu/employment. Contact Lynn Miller at lmmiller@iowalakes.edu or 712-362-0409. Iowa Lakes Community College, Human Resources Office, 19 South 7th Street, Estherville, IA 51334.


Non-Discrimination/Equal Opportunity Statement
It is the policy of Iowa Lakes Community College not to discriminate on the basis of race, color, national origin, sex, disability, age (employment), sexual orientation, gender identity, creed, religion and actual or potential parental, family or marital status in its programs, activities, or employment practices as required by the Iowa Code §§216.6 and 216.9, Titles VI and VII of the Civil Rights Act of 1964 (42 U.S.C. §§ 2000d and 2000e), the Equal Pay Act of 1973 (29 U.S.C. § 206, et seq.), Title IX (Educational Amendments, 20 U.S.C §§ 1681 – 1688), Section 504 (Rehabilitation Act of 1973, 29 U.S.C. § 794), and Title II of the Americans with Disabilities Act (42 U.S.C. § 12101, et seq.).
If you have questions or complaints related to compliance with this policy, please contact Kathy Muller, Equity & Title IX Coordinator, 19 South 7th Street, Estherville, IA 51334, 712.362.0433, kmuller@iowalakes.edu, or the Director of the Office for Civil Rights, U.S. Department of Education, Citigroup Center, 500 W. Madison, Suite 1475, Chicago, IL 60661, phone number 312-730-1560, fax 312-730-1576.
A formal discrimination complaint process is published in the Student Handbook, Employee Handbook, and the Affirmative Action Plan of the College.

Job Benefits:

Paid sick leave, vacation, and holidays. Employee health, dental, and vision insurance. Partially funded family insurance available. Employee life and disability insurance. Employee retirement package.

Job ID: 76742

Posted 15 days ago

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