We are seeking a Senior Software Support Analyst with expertise in Jenzabar’s student modules to join our dynamic support team. This client-facing role is responsible for delivering high-quality technical assistance and exceptional customer service across key Student areas, including Registration, Advising, Admissions and Student Life. The ideal candidate will serve as a strategic liaison between clients and internal teams, diagnosing and resolving software issues with accuracy and professionalism. If you have a strong background in student systems, a commitment to service excellence, and the ability to communicate technical solutions clearly, we invite you to apply and help us empower institutions through technology.
Essential Tasks
- Provide professional, courteous, and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors.
- Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results
- Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.
- Act as liaison for the client in issues with the standard Jenzabar product in areas of assigned responsibility
- Research and troubleshoot client reported issues with the standard Jenzabar product in areas of assigned responsibility in order to provide the client with a solution in a timely, professional manner
- Document issues and solutions in a complete, concise manner for use in internal/external knowledge base
- Attend training/meetings on new features/enhancements to the standard Jenzabar product to maintain high level of product knowledge in areas of assigned responsibility
- Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation in areas of responsibility
- Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. to accomplish departmental, divisional, and corporate goals
- Be a liaison between Support Services and Product Development
- Complete other duties as assigned by respective Team Lead and/or Director of Client Support Services
Preferred Skills and Experience
- Bachelor's Degree in Computer Science or related field
- Working knowledge of appropriate operating systems
- Knowledge of Transact SQL programming language/SQL Enterprise Manager
- Strong desire to work in a support desk environment (promptness and regular attendance is required)
- A professional telephone manner is essential
Ideal IT Skills
- In-depth knowledge of relational databases SQL Server and SQL
- Write SELECT statements with filtering and sorting
- Describe how SQL Server uses data types
- Write queries that use built-in functions
- Write subqueries
- Use set operators to combine query results
- Write queries that use window ranking, offset, and aggregate functions
- Operating systems (Windows), Networks
- Application Servers
- HTML, JavaScript
The pay range for this position is $58,000-$73,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
