Application Analyst, Anthology Student

Description

Application Analyst, Anthology Student

Remote - United States

The Opportunity: 

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but 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 Sr. 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 clients to gather requirements, address inquiries, and provide assistance leveraging expertise in relevant Student software modules
• Documenting client 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 clients 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 two 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 clients
• 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
• Able to influence, negotiate, and build consensus

• Fluency in written and spoken English

Preferred skills/qualifications:

• Bachelor’s degree

Pay range is $67,300 - $80,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

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