Programmer - Applications Analyst (Student Information Systems)

Wake County Public Schools•Cary, NC

2d•Hybrid

About The Position

Responsible for analyzing, investigating, and resolving escalated Help Desk tickets. Assists with a variety of tasks associated with the support, training, development, and documentation of all students related applications and systems.

Requirements

Considerable knowledge of student information systems
Considerable knowledge of relational database concepts
Considerable knowledge of Microsoft Office, including Word, Excel, PowerPoint; Google Apps
Working knowledge of Structured Query Language (SQL)
Critical thinking and problem solving skills
Strong organizational skills
Ability to work in a team environment
Ability to work independently and complete tasks in the absence of clear direction
Ability to manage multiple tasks and projects simultaneously
Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback
Ability to establish and maintain effective working relationships with school system staff, external agencies, vendors, contractors, and the community.
High school diploma or equivalent
One year of experience serving in a help desk role or related field
An equivalent combination of relevant education, training, and experience which provides the knowledge, skills, and abilities necessary to successfully meet the essential duties may be considered.

Nice To Haves

Knowledge of Student Information System applications.

Responsibilities

Maintains tracks and prioritizes escalated Help Desk tickets for SIS applications in an organized and efficient manner.
Provides status of pending Help Desk tickets as requested by leadership.
Determines the resolution of software issues through technical analysis and investigation.
Reviews code with development team to determine logic and data flow of SIS applications to gain a more in-depth understanding in order to provide quality support.
Communicates with other team members by providing detailed explanations of how issues were resolved to prevent similar issues from being escalated.
Determines feasible workarounds for users to complete their required tasks as an alternate procedure for broken functionality.
Creates detailed specifications for the development team and vendors related to issues that require program modifications/fixes.
Performs testing and verifies the impact of bug fixes, patches and upgrades from vendors and development on existing application functionality to ensure quality; performs data analysis and system testing to anticipate potential issues.
Creates and documents test cases and business scenarios to ensure the business requirements are being met without negative impact on related functionality.
Assists with user training, documentation, and user support calls as required.
Supports and monitors internal processes and functionality.
Documents the procedures taken to support the daily and recurring processes as assigned.
Performs other related duties as assigned