Business Operations Analyst

State of Colorado - Denver, CO

Hybrid - Denver, CO

Executive, Legislative, and Other General Government Support

About the position

The Colorado Community College System (CCCS) is hiring a Business Operations Analyst to join the Business Technology team in System Office's IT department. If you're working in a higher education functional office and collaborate highly with IT or working in a higher education IT office and collaborate highly with a functional office, and want to bring your collaboration skills and technical knowledge to an enterprise IT environment, we encourage you to apply! We provide generous leave, excellent benefits, and flexible work schedules, including hybrid-remote work within the state of Colorado. In this role you'll facilitate business process analyses in order to gather specifications for data needed to support implementation of third-party software solutions for our colleges. You'll also work on identifying and solving system-related problems and supporting continual process improvement. This role also answers help desk tickets as second-level IT support while working with appropriate vendors on third-level support and creating Knowledge Articles on IT solutions to support and encourage end-user self-help. You'll also assist Project Managers in testing IT related projects and upgrades and provide testing support for Disaster Recovery/Business Continuity and other Infrastructure initiatives.

Responsibilities

• Collaborate with system Student Services staff, CCCS-IT management staff, and functional business users to identify, troubleshoot, test, and resolve issues related to the software solutions supported by the Business Technology Team (e.g. CRM Recruit, Banner DegreeWorks, Parchment, etc.).
• Record systems issues within the IT area and with the vendor via incident reports or incident tickets, and/or service requests and track them in an incident database.
• Devise new processes to resolve user issues and recommend them to management.
• Work with developers to update or fix existing processes, following established change management procedures.
• Work with developers to identify and document specifications to support creation of scripts to correct data errors and ensure data integrity. Test the solution and verify that data has been corrected with no other issues introduced.
• Work with and assist users with questions related to testing upgrades, patches, and fixes.
• Perform research to determine whether incidents occur due to system or user issues. This research may involve but is not limited to: review of vendor documentation and CCCS business process guides; querying the database; identifying testing scenarios; and extensive and iterative testing.

Requirements

• Bachelor's degree from an accredited college or university. Relevant education and/or experience may be considered as a substitute for the degree.
• Two years of hands-on experience in at least one higher education administrative area and/or experience in higher education information technology in a role with a high level of collaboration with administrative areas.
• Two years of experience with Ellucian Banner.

Nice-to-haves

• Ability to identify administrative stakeholder needs, troubleshoot technical issues, and create specifications for the development of technical solutions.
• Proficiency in defining detailed process flows.
• Ability to effectively interact with a diverse campus population.
• Excellent customer service skills, for both internal and external customers.
• Ability to work directly with customers and vendors to understand and resolve functional or technical issues or concerns.
• Strong analytical and problem solving skills.
• Strong ability to work effectively on multiple concurrent tasks and projects.
• Ability to work independently to coordinate, organize and track tasks effectively.
• Effective communication skills at all levels with the ability to clearly communicate relevant information.
• Desire to conform to and support established processes.
• Good understanding of process flows.
• Striving for continuous improvement.
• Solid team facilitation skills.

Benefits

• Generous leave
• Excellent benefits
• Flexible work schedules
• Hybrid-remote work within the state of Colorado