Aspen SIS Configuration and Tier 3 Support Specialist

eSource Technology LLC
Washington, DC
05 Nov 2024

Vacancy expired!

Experience - 4+ YearsQualifications

• Bachelor’s degree in Information Technology or related field or equivalent experience • 4-6 years of experience in complex enterprise application troubleshooting and support in order to provide off-script application troubleshooting to complex help requests. • 4-6 years experience working across systems and teams to solve complex problems.• A thorough understanding of system configurations and customization. • Ability to work cooperatively with others and independently. • Excellent communication skills, both verbally and in writing.• Familiarity with XML and SQL highly desired.• Education industry and specifically Follett Aspen SIS experience highly desired.Key Duties and Responsibilities• Serves as Tier 3 escalation point of contact, troubleshooting, resolving issues, documenting solutions and shares knowledge across teams.• Conducts Quality Assurance testing on newly released or upgraded features.• Assists with configuration of Aspen SIS where needed.• Assists with coordinating tasks and Aspen changes/enhancements.• Proactively analyzes and reproduces issues encountered by users for presentation to the configuration and development team (Dev-Ops).• Creates detailed write-ups and analysis of potential issues for the configuration and development team and acts as an owner when tickets are escalated to that team.• Creates and/or reviews documentation of newly created features, enhancements, upgrades, etc.• Support the Dev-Ops team in developing, writing, and maintaining both technical and procedural documentation.• Provide professional support to facilitate front-end Aspen SIS administration and operations tasks, such as: bulk provisioning users, merging accounts, deactivating accounts, configuring groups, and running reports.• Regularly meets with the various EADS teams to acquire knowledge and stay abreast of all Aspen changes.• Regularly meets with Help Desk, shares knowledge and serves as a bridge between the Aspen Help Desk, training, and Dev-Ops teams.