Applications Support Engineer

• Administer, monitor, and maintain SIS and LMS platforms including system configuration, upgrades, and integrations.
• Oversee user account management, permissions, and access controls for staff, students, and families.
• Perform regular system updates, backups, and data integrity audits to ensure error-free operation and compliance with governance policies.
• Facilitate data extracts, reporting, and analysis to support instructional practices and operational efficiency.
• Oversee data cleaning processes, regular diagnostic reports, and system health checks.
• Develop and revise processes, procedures, and documentation related to system workflows and data standards.
• User Support & Training
• Provide technical support and troubleshooting for SIS and LMS issues to staff, students, and parents; escalate complex issues as needed.
• Develop and deliver training resources, guides, and workshops for faculty, staff, and families on system use and best practices.
• Serve as the primary point of contact for system-related inquiries and support requests.
• Assist in the research, selection, and implementation of new application modules or systems to enhance data practices, security, and user experience.
• Collaborate with school stakeholders to manage integrations and data sharing among all critical school databases and platforms.
• Collaborate closely with the Applications Manager, Director of IT Operations, and other IT team members to ensure alignment of application support with overall IT strategy.
• Utilize knowledge of ERP systems to understand data flows, integration points, and potential impacts on other school applications, contributing to a holistic application support approach.
• Identify opportunities for process improvement and automation within application support workflows.
• Maintain a high level of customer satisfaction through professional and empathetic communication.

The above job description is only indicative of the broad set of duties and responsibilities. Distribution of tasks is assigned by the supervisor. Other tasks may be assigned on the job, as deemed necessary by the supervisor.

Skills/Requirements

• Experience in supporting and troubleshooting Learning Management Systems (LMS) such as [e.g., Canvas, Moodle, Blackboard] and School Information Systems (SIS) [e.g., Veracross, PowerSchool, Blackbaud].
• Excellent communication and stakeholder management skills
• Ability to translate complex technical concepts for non-technical audiences

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field
• Minimum of 3 to 5 years of experience managing and supporting application systems, specifically within an educational setting
• ERP experience will be an advantage

• Strong analytical and problem-solving skills
• Detail-oriented with excellent organizational abilities
• Proactive approach to identifying and addressing potential issues
• Ability to work effectively in a team environment and collaborate across departments
• Adaptability to changing regulatory landscapes and emerging technologies