Full Time Knowledge Base Jobs (NOW HIRING)

Position Title:
Coordinator, Application Support
Job Description:
POSITION TITLE: Coordinator, Application Support
STATUS: Full Time
DEPARTMENT: Enterprise Applications
DIVISION: Information Technology
CLASSIFICATION: Non-exempt
UNION: TOSSC-AFT Local 604
REPORTS TO: Director, Enterprise Applications
PLACEMENT: Grade 111
HIRING RANGE: $27.33 - $28.97 hourly
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The student population at the college is diverse in ethnicity, gender, language, age, and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff.
POSITION SUMMARY
This position coordinates support and serves as the primary liaison between the Enterprise Applications team and the Technology Support and Media Services (TSMS) team. The role is intentionally embedded within both teams, building strong working relationships, facilitating communication, and advocating for the needs and priorities of each.
Responsibilities include triaging, resolving, or escalating service tickets for college systems, including Ellucian Colleague, Workday, and other enterprise applications in our evolving service catalog.
Additional responsibilities include creating accounts, managing data access, maintaining documentation, developing and maintaining knowledge base articles, running reports, assisting with data queries, writing scripts, supporting automation efforts, and performing other team-related activities.
The individual in this role collaborates with users at all levels to facilitate improvements and enhance college systems. The role supports the effective use and expansion of the TeamDynamix (TDX) ticketing system and iPaaS integrations by contributing system knowledge, service insights, and functional support. This position requires a high level of initiative and independent judgment and therefore demands a proven self-starter.
ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES
1. Support the execution of system administrative activities for the college's enterprise applications, in collaboration with the Enterprise Applications team. This includes enterprise applications such as Workday, Ellucian Colleague, and other applications within the evolving service catalog.
2. Coordinate and improve processes for account creation, granting appropriate data access, and improving ticket resolution through process improvements and refinement of knowledge base articles within the ticketing system.
3. Resolve service tickets by triaging issues, investigating and documenting progress, and escalating when necessary. Ticket-related activities may include account creation, user data access management, report execution, assistance with data queries, script development, automation support, and providing technical expertise for advanced incident resolution.
4. Manage the full lifecycle of knowledge base articles, including creating, reviewing, updating, and retiring content to ensure accuracy, consistency, and accessibility.
5. Design, program, and implement workflows using integrations between iPaaS platforms and web APIs to enhance automation and functionality within JJC systems.
6. Collaborate with college departments to develop and grow use of the TeamDynamix (TDX) ticketing system throughout the college. This includes gathering requirements from service owners and translating them into clear, functional workflows.
7. Maintain portals, websites, team sites, and knowledge base libraries with current documentation, job aids, and communications related to application support.
8. Provide situational technical support in collaboration with TSMS, including assistance with helpdesk operations, data entry, and limited computer, display, and peripheral hardware or software support as needed.
9. Participate in team activities, volunteer on college committees, and model the college's core values while fostering collaboration between Enterprise Applications and TSMS.
10. Perform other duties as assigned.
MINIMUM QUALIFICATIONS
1. Associate degree (or equivalent credit hours) in Information Technology or a closely related field.
2. Experience in providing user support with a demonstrated ability to resolve technical issues.
3. Strong customer service skills and ability to operate urgently when required.
4. Excellent verbal and written communication skills.
5. Demonstrated experience developing and writing knowledge base articles.
6. Strong organizational and interpersonal skills; must be able to work at times independently as well as in a team with a variety of groups.
7. Ability to establish and maintain cooperative and effective working relationships with other members of the college and community, displaying cultural competence as well as emotional intelligence.
8. Demonstrated commitment to the college's core values of respect and inclusion, sustainability, integrity, collaboration, humor and well-being, innovation, and quality.
PREFERRED QUALIFICATIONS
1. Previous experience in higher education and an understanding of college operations.
2. Ellucian Colleague and/or Workday ERP experience.
3. Strong programming skills with the ability to quickly learn and apply new integration and automation platforms, including iPaaS solutions.
4. Previous experience in a role that provided exposure to some of the complex tasks within job functions similar or equal to those in a higher education environment.
5. English and Spanish verbal and written communication proficiency.
6. Demonstrated multicultural competence.
WORK SCHEDULE
1. Forty (40) hours per week.
2. Shift start time is seniority dependent.
PHYSICAL DEMANDS
1. Normal IT office physical demands.
2. The employee must occasionally lift and/or move up to 60 pounds.
3. Ability to travel between campus locations and to and from community events.
WORKING CONDITIONS
1. Duties are performed indoors in the usual office and/or outdoor environment.
2. While the majority of the work will be performed at the Joliet Junior College main campus when the campus is open, the applicant must have the ability to provide services at other campus locations, as needed.
3. Some travel might be needed. Travel expenses will be reimbursed in accordance with college policies and procedures.
BENEFITS
Click on the link for information about JJC's Benefits: Technical Office Support Staff Council (TOSSC)-AFT Local 604
Full Time/Part Time:
Full time
Union (If Applicable):
TOSSC
Scheduled Hours:
40