Position Title: Enterprise Applications Support Specialist
Position Type: Regular
Salary Range:
$58,520 - $78,300 annual; commensurate with experience (Entry, Intermediate Level)
Pay Frequency: Annual
A. POSITION PURPOSE
Provide support to end users utilizing Workday ERP and other applications.
B. ESSENTIAL DUTIES AND RESPONSIBILITIES
Workday End User Support
Debug user access issues, whether via native authentication or SSO.
Maintain, improve and augment help documentation.
Work with Technology Help Desk to push through and resolve reported issues.
2. Adobe Sign End User Support
Set up user and group accounts.
Maintain, improve and augment help documentation.
Assist users with basic issues, and direct to help resources as required.
3. Legacy ERP End User Support
Assist users with access to any of three legacy PeopleSoft environments.
Debug basic access issues, such as user name and password.
4. Specify, test and document processes, fixes and projects according to department processes and procedures
Develop documentation on typical functions and processes used in Workday, Adobe Sign and Oracle/PeopleSoft
Maintain internal documentation for business and technical processes for Enterprise Application staff
Assist with testing new processes and functions, including during system upgrades
5. Other duties as assigned
Learn new tools, skills, and techniques through training, webinars and conferences
Special projects, as assigned
C. PROVIDES WORK DIRECTION
This position may provide direction to student workers
D. GENERAL GUIDELINES
Recommends initiatives and implements changes to improve the quality and services
Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices
Maintains contact with customers and solicits feedback for improved services
Maximizes productivity through the use of appropriate tools; planned training and performance initiatives
Researches and develops resources that create timely and efficient workflow
Prepares progress reports; informs supervisor of project status; and deviation from goals
Ensures completeness, accuracy and timeliness of all operational functions
Prepares and submits reports as requested and required
Develops and implements guidelines to support the functions of the unit
E. QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.
This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.
Knowledge
Familiarity with Help Desk ticketing software a plus.
Familiarity with ERP software a plus.
Familiarity with higher education environment and needs a plus.
2. Skills
Excellent communication and interpersonal skills required.
3. Abilities
Ability to listen closely and patiently
Ability to exercise judgment and discretion when dealing with customers.
Ability to take actions and make decisions that have an impact on major projects and may impact departmental performance.
Ability to Interpret customers' requests to others on the team in an effort to focus resources and develop the best solutions.
Partners and works closely with Enterprise Applications staff to improve and augment service to customers.
4. Education and Experience
Required:
BA/BS in any field
A year of customer service experience, preferably in a technology or help desk environment.
0 to 3 years experience for Entry Level
Preferred:
BA/BS in computer science or other technical program
3 years of customer service experience in a technology-related field for Intermediate Level
F. PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets the skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.
Considerable time is spent at a desk using a computer terminal.
May be required to travel to other buildings on the campus.
May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
G. WORK ENVIRONMENT
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.
Typical office environment.
Mostly indoor office environment with windows.
Offices with frequent interruptions.
EEO Statement
​ Equal Opportunity/Notice of Nondiscrimination
Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/
Title IX of the Education Amendments of 1972
Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. The Title IX Coordinator and Section 504 and ADA Coordinator is Jenna Elliott, Interim Director of Equal Opportunity and Title IX, 408-551-3043, jrelliot@scu.edu , www.scu.edu/title-ix . Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).
Clery Notice of Availability
Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.
Americans with Disabilities Act
Santa Clara University affirms its' commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources , and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at iahluwalia@scu.edu .
Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.
jeid-d37ad42d143ee14c9661c42c830700e8