Anthology + Blackboard

Primary responsibilities will include: Troubleshooting and Issue Resolution: Diagnosing and resolving complex technical issues related to SIS and CRM customizations and integrations Analyzing error logs, system logs, and other relevant data to identify root causes of problems Implementing effective solutions to address reported issues Upgrade Planning and Execution: Collaborating with customers and internal teams within organization to assess the impact of software upgrades on customizations and integrations Developing comprehensive upgrade plans, including testing strategies and risk mitigation measures Executing upgrade processes, ensuring minimal disruption to customer operations post upgrade Post-Upgrade Recertification: Thoroughly testing customizations and integrations to verify functionality and performance post-upgrade Identifying and addressing any issues arising from the upgrade process in the customizations and integrations Documenting and communicating the outcomes of recertification activities to customers Knowledge Base Management: Contributing to and maintaining a comprehensive knowledge base of troubleshooting techniques, best practices, and common issues Sharing knowledge and expertise with the support team to improve overall efficiency and problem-solving capabilities Customer Communication: Effectively communicating with customers regarding issue status, resolution timelines, and potential impacts Providing clear and concise explanations of technical issues in a non-technical manner Building strong relationships with customers, fostering trust and collaboration The Candidate: Required skills/qualifications: At least 2 years of experience in technical support or implementation roles, preferably in the education or software industry Strong understanding of Campusnexus CRM and Anthology Student, including customizations and integrations Proficiency in SQL and other relevant scripting languages Experience with troubleshooting complex technical issues Excellent problem-solving and analytical skills Strong written and oral communication skills Ability to work independently and as part of a team A customer-centric approach and a commitment to providing excellent support Fluency in written and spoken English Preferred skills/qualifications: Understanding of integration between CampusNexus CRM and Anthology Student Understanding of Anthology Student integration with Learning Management Systems Experience in ticketing tool Salesforce - Service Console