Application Support Tech Ed

Application Support staff collect information from users and program prompts. They primarily collect data on program usage and common user concerns. This data will help Application Support Specialists identify trends in software usage and recommend solutions for software improvement. Responsible for providing reports and metrics to improve system availability and performance relating to overall systems health, thus providing a holistic management view with recommendations to alleviate or curb any current or prospective issues.
- **Applications Implementation, Support & Maintenance**
- Provides support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues as well as escalations from the service desk.
- Supports Brand Business Application Coordinators (BACs) to embed best practices on business processes and with the resolution of issues at campus level.
- Ensures that calls are escalated, updated, and resolved within acceptable parameters.
- Works directly with the Application Support Team Lead and addresses all escalations timeously and accurately.
- Attends training sessions on all business processes and changes being implemented
- Participates in backups and disaster recovery plans to ensure business continuity in case of a system failure or outage.

**Applications Monitoring & Testing**
- Carries out performance analysis on systems and ensures systems maintain acceptable performance levels.
- Runs SQL queries based on data as required.
- Participates in pre and post release testing of change requests.
- Attends training sessions on all business processes and changes being implemented.
- Communicates any gaps/concerns to Application Support Team Lead & relevant stakeholders to ensure issues are addressed accordingly.
- Supports ADvTECH IT (AIT) with regression testing.
- Identifies and communicates risks, trends, and possible solutions to the Application Support Team Lead to analyze, document and raise with the BACs.

**Stakeholder Engagement**
- Establishes and maintains relationships with key stakeholders as well as Brand representatives and ADvTECH IT technical and support staff
- Ensures proactive communication takes place to Inform all internal stakeholders (SA Team Lead & BACs) of:

- Brand specific trends regarding incidents that have been escalated.
- System issues such as SIS unresponsive, Communication issues, etc.
- Develops training materials in conjunction with the BACs, measures the effectiveness of training and addresses the gaps in knowledge and skills levels
- Escalates issues to appropriate parties (App Support Team Leader, Business Analyst and/or Business App Manager) based on user concerns/questions and follows up on the resolution thereof

**Continuous Improvement**
- Contributes to the development and maintenance of best practice, procedures and documentation related to the Application within ADvTECH IT and the Brands
- Identifies process improvements in order to provide a more effective and efficient service
- Stay up-to-date with any relevant changes and optimization in the relevant Business Applications to ensure effective and optimal resolution of queries
- Monitors incidents and ensures resolution within SLA.
- Facilitates the implementation of new or enhanced processes.
- Stays up to date with the latest trends and technologies in system administration and recommends changes and improvements to existing infrastructure.
- Makes increased contributions by broadening individual skills

**LMS= Learning Management Systems**
- Knowledge of LMS, SIS and Educational systems
- Educational environment (Tertiary or Primary / High School (K12)) processing experience.
- Maintain LMS data tools, reporting, integrations and dashboards.
- Contribute to production and deliver standard (monthly, quarterly, and annual) and customized LMS reports.
- Respond to LMS data requests on an ad hoc basis by gathering, analyzing, and reporting relevant data from various sources.
- Partner with Academic Teams on system upgrades and analyses.

**Education (Formal Qualification required)**
**Degree / Diploma in IT**
**MCSE