Coordinator, Application Support

Position Title: Coordinator, Application Support Position Summary This role coordinates support and serves as the primary liaison between the Enterprise Applications team and the Technology Support and Media Services (TSMS) team. Embedded in both teams, it builds strong working relationships, facilitates communication, and advocates for the needs and priorities of each. Essential Job Duties and Key Responsibilities Support the execution of system administrative activities for the college’s enterprise applications, including Workday and Ellucian Colleague. Coordinate and improve processes for account creation, data access, and ticket resolution through process improvements and refinement of knowledge‑base articles. Resolve service tickets by triaging issues, investigating and documenting progress, and escalating when necessary. Ticket‑related activities include account creation, user data access management, report execution, data queries, script development, automation support, and advanced incident resolution. Manage the full lifecycle of knowledge‑base articles: create, review, update, and retire content to ensure accuracy and accessibility. Design, program, and implement workflows using integrations between iPaaS platforms and web APIs to enhance automation and functionality within JJC systems. Collaborate with college departments to develop and grow use of the TeamDynamix (TDX) ticketing system, gathering requirements and translating them into functional workflows. Maintain portals, websites, team sites, and knowledge‑base libraries with current documentation, job aids, and communications related to application support. Provide situational technical support with TSMS, including helpdesk operations, data entry, and limited hardware or software support as needed. Participate in team activities, volunteer on college committees, and model the college’s core values while fostering collaboration between Enterprise Applications and TSMS. Perform other duties as assigned. Minimum Qualifications Associate degree (or equivalent credit hours) in Information Technology or a closely related field. Experience in providing user support with a demonstrated ability to resolve technical issues. Strong customer service skills and ability to operate urgently when required. Excellent verbal and written communication skills. Demonstrated experience developing and writing knowledge‑base articles. Strong organizational and interpersonal skills; able to work independently and in a team. Ability to establish and maintain cooperative and effective working relationships with diverse groups. Commitment to the college’s core values of respect, inclusion, sustainability, integrity, collaboration, humor, well‑being, innovation, and quality. Preferred Qualifications Previous experience in higher education and understanding of college operations. Ellucian Colleague and/or Workday ERP experience. Strong programming skills with the ability to quickly learn new integration and automation platforms, including iPaaS solutions. Experience in roles involving complex tasks similar to higher education environments. English and Spanish verbal and written communication proficiency. Demonstrated multicultural competence. Benefits Full‑time, union‑eligible employment with the Technical Office Support Staff Council (TOSSC) – AFT Local 604. Benefits include standard university benefits, scheduled hours of 40 per week, and availability of travel expense reimbursement in accordance with college policies. 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. #J-18808-Ljbffr