Summary of Responsibilities: The ERP Systems Support Coordinator serves as a key operational resource, supporting the day-to-day administration, maintenance, and use of Highlands Colleges enterprise systems. This role provides front-line support to users, manages system access and configuration tasks, assists with data entry and data integrity initiatives, and helps ensure that institutional systems operate efficiently and accurately. The coordinator works closely with departments across the college to resolve issues, improve business processes, provide training and documentation, and support reporting and operational needs. By serving as a bridge between end users and technology systems, this position helps maximize system effectiveness, improve the user experience, and strengthen the infrastructure that supports student success and organizational excellence.
Specific Duties and Responsibilities: End-User Support
Serves as the primary point of contact for Tier 1 support requests related to operating technology platforms, triaging and resolving common issues in a timely manner. Escalates complex or unresolved issues with thorough documentation of the issue, steps taken, and relevant system context. Monitors and manages the support ticket queue, ensuring requests are acknowledged, categorized, and tracked through to resolution. Maintains a positive and service-oriented relationship with end users across all departments.
System Administration Support
Assists with routine system administration tasks, including user account management, access provisioning and deprovisioning, and role assignments across supported platforms. Supports system upgrade and patch activities by assisting with pre- and post-release testing, documentation, and end-user communication. Helps maintain system configuration records, change logs, and process documentation under the direction of the ERP Systems Director. Performs routine system health checks and reports anomalies or performance concerns.
Data Entry & Data Integrity
Assists with data entry, data cleanup, and routine data quality audits across operating systems. Identifies and flags data discrepancies or integrity issues for review and remediation. Supports the preparation of ad hoc data extracts and basic reports as directed by the ERP Systems Director or departmental stakeholders. Helps maintain accurate user records, course data, enrollment data, and system-generated records within supported platforms.
Documentation & Training Support
Assists in developing and maintaining user guides, knowledge base articles, how-to documentation, and standard operating procedures (SOPs) for supported systems. Supports end-user training efforts by helping prepare training materials, scheduling sessions, and providing hands-on assistance during or following group training. Keeps documentation current as systems are updated, ensuring resources remain accurate and accessible to end users.
Platform-Specific Support
Supports technology platform operations by assisting with user access management, configuration tasks, and issue resolution under the ERP System Director's guidance. Assists with platform maintenance, including data entry, record management, and basic workflow troubleshooting. Helps manage Student Information System (SIS) user accounts and supports enrollment, registration, and records-related inquiries in coordination with the Registrar and related offices. Supports Learning Management System (LMS) operations by assisting with user account setup, course shell management, and basic troubleshooting for faculty, staff, and students.
Vendor & Stakeholder Communication
Assists in communicating with vendors and external support teams by submitting support cases, gathering information, and tracking case status. Coordinates with internal departments to gather feedback on system issues, communicate updates, and relay resolution status for open support requests.
Other Duties:
Participate in ministry at Church of the Highlands and Highlands College by leading small groups. Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle.
Qualifications Required Qualifications:
High School Diploma or State-Issued Equivalency. Strong customer service skills with the ability to communicate technical information clearly to non-technical users. Detail-oriented with strong organizational skills and the ability to manage multiple tasks and open tickets simultaneously. Effective written and verbal communication skills. Demonstrated ability to follow established processes, escalate appropriately, and work under the direction of a senior technical resource.
Preferred Qualifications:
Associate's degree or higher in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; or equivalent combination of education and relevant experience. 1-2 years of experience in a technical support, help desk, or systems administration role; experience with enterprise software or institutional platforms is a plus. Basic familiarity with enterprise software platforms such as ERP systems, CRM tools, Student Information Systems, or Learning Management Systems. Experience in a higher education setting with exposure to student services, enrollment, or academic operations. Familiarity with Anthology Student. Familiarity with Blackboard Ultra. Familiarity with Encoura Engage. Experience with Encoura Reach or a comparable enrollment CRM platform. Basic knowledge of FERPA and data privacy standards applicable to student records. Experience using ticketing or IT service management (ITSM) systems such as Zendesk, ServiceNow, or similar platforms. Exposure to data entry, reporting tools, or basic query functions in database-driven systems.
Knowledge, Skills & Abilities:
Working knowledge of common software platforms and their role in organizational workflows. Ability to diagnose and resolve common end-user system issues with training and recognize when escalation is required. Strong attention to detail and commitment to data accuracy and quality. Customer service orientation with a proactive, helpful approach to technical support. Ability to work independently on routine tasks, collaboratively, and cross-functionally. Willingness to learn new systems, tools, and processes as institutional needs evolve. Strong time management skills with the ability to prioritize a varied workload in a fast-paced environment. Strong customer service skills with the ability to communicate technical information clearly to non-technical users. Detail-oriented with strong organizational skills and the ability to manage multiple tasks and open tickets simultaneously. Effective written and verbal communication skills. Demonstrated ability to follow established processes, escalate appropriately, and work under the direction of a senior technical resource.
Physical Demands: This position is an in-person, office-based position. Occasional evening or weekend availability may be required to support system maintenance, upgrades, or critical end-user issues. The role requires extended periods of sitting and computer use and occasional lifting of equipment up to 25 lbs.
Direct Reports:
This position is not a team lead for any Highlands College teammates.