Application Analyst, Anthology Student
Remote - US
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
The Application Analyst supports the Service Delivery Manager and works as a member of a team that is responsible for delivering and coordinating the delivery of Managed Services to Anthology customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed. Anthology offers a collaborative environment that fosters individual growth and rewards performance.
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Primary responsibilities will include:
- Working with and supporting the Service Delivery Managers on specific customer objectives relative to user support, configuration, and solution optimization of Anthology Student (formerly known as CampusNexus Student)
- Filling role as Service Delivery Manager with guidance and support from Sr. Service Delivery Manager, as needed
- Identifying and organizing incoming customer questions or problems by priority, and triaging/escalating issues in a timely manner via ticketing system, email, phones, and/or chat
- Troubleshooting campuses'' technical issues within software
- Aiding in the writing of technical documentation, testing, and quality assurance projects as requested
- Assisting with projects as assigned and providing support to various product teams, as necessary
- Recommending, maintaining, and updating Anthology Student configurations
- Providing problem resolution for end users, including research on various data and reporting issues, collaborating to gain input on potential solutions
- Ensuring reporting is consistent and accurate, troubleshooting issues as they arise
- Coordinating application of hotfixes, patches, and version upgrades
- This role requires approximately 10% travel
The Candidate:
Required skills/qualifications:
- 1-2 years of experience working in/with Anthology Student
- Ability to thrive in a dynamic environment and have a positive attitude
- Ability to manage and prioritize multiple tasks
- Demonstrated skills as a team player and able to work independently
- Excellent troubleshooting/problem-solving skills
- Excellent written and oral communication skills
- Proven effective listening skills
- Demonstrated ability to work in team and matrixed environment
- Remains poised and professional under stressful conditions
- Maintains calm, patient demeanor while driving to meet deadlines
- Professional, results and quality oriented, proactive, and responsive
- Self-motivated and directed with keen attention to detail
- Ability to quickly re-direct attention and focus between multiple initiatives
- Able to influence, negotiate, and build consensus
- Fluency in written and spoken English
Preferred skills/qualifications:
- Experience with MS SQL
- Experience with MS SSRS and Power BI
Pay Range is $65,000-75,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.