Application Analyst II, Anthology Student

Description

Application Analyst, Anthology Student

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit

www.anthology.com.

The Application Analyst supports the Application Consultant and works as a member of a team responsible for delivering and coordinating Managed Services to Anthology customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed. Anthology offers a collaborative environment that fosters individual growth and rewards performance.

Primary responsibilities will include:

• Collaborating with and supporting Application Consultants on specific customer objectives related to user support, configuration, and solution optimization of Anthology Student
• Serving as a backup for the Application Consultant with guidance from the Senior Manager, as needed
• Identifying and prioritizing incoming customer questions or problems, triaging/escalating issues in a timely manner via ticketing system, email, phones, and/or chat
• Troubleshooting technical issues within Anthology Student software
• Assisting in writing technical documentation, testing, and quality assurance projects as requested
• Supporting various product teams as needed and assisting with assigned projects
• Recommending, maintaining, and updating Anthology Student configurations
• Providing problem resolution for end users, including researching on data and reporting issues, and collaborating to develop potential solutions
• Ensuring reporting is consistent and accurate, troubleshooting issues as they arise
• Coordinating the application of hotfixes, patches, and version upgrades
• Participating in training and development opportunities to enhance knowledge of the Anthology Student SIS product and consulting practices
• Engaging with customers to gather requirements, address inquiries, and assist by leveraging expertise in relevant Student software modules
• Documenting customer interactions, solutions provided, and relevant information to support project documentation and knowledge sharing
• Contributing to team meetings and discussions, sharing insights and ideas to support project goals and objectives
• Demonstrating a commitment to delivering high-quality service to customers and maintaining professionalism in all interactions
• Creating and updating Salesforce cases for activity management and verbally sharing challenges with co-workers

Following existing initiative plans or templates, contributing to weekly activity reports and communication, and coordinating weekly activity reports and communication

• This role may require occasional travel

The Candidate:

Required skills/qualifications:

• Minimum of 2 years of experience working with Anthology Student SIS product
• Demonstrated exposure and experience of at least two core higher education modules (Financial Aid, Student Accounts, or Academics)
• Strong communication and interpersonal skills
• Ability to work effectively in a team environment and collaborate with colleagues and customers
• Detail-oriented with a commitment to continuous learning and professional growth
• Excellent troubleshooting and problem-solving skills
• Experience gathering customer expectations and identifying existing issues
• Ability to manage and prioritize multiple tasks
• Proven effective listening skills
• Remains poised and professional under stressful conditions
• Self-motivated and directed with keen attention to detail
• Ability to quickly re-direct attention and focus between multiple initiatives
• Ability to influence, negotiate, and build consensus
• Fluency in written and spoken English

Preferred skills/qualifications:

• Bachelor’s degree