SUMMARY: The Application Support Specialist assists the Technology Division with daily operations and support of key software applications. This role involves maintaining expertise in state reporting which may include PIMS, Penn Data reporting, and Medical Access, ensuring accurate and timely communication with stakeholders. The specialist also creates documentation, develops training materials, and provides customer service to application users support to users while actively working to expand the future customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned.)

• Develop and maintain documentation, including detailed manuals, how-to guides, and technical documents.
• Create and implement onboarding and offboarding processes for users of the application.
• Train IU employees and other users on how to effectively use BLaST-developed applications.
• Ability to learn quickly and adapt to new state reporting standards and protocols.
• Maintain current knowledge of state reporting which may include: PIMS, Penn data reporting, child accounting, and medical access billing, ensuring compliance with state, and federal requirements.
• Focus on exceptional customer service, prioritizing the support of current clients while actively working to expand the future customer base.
• Provide comprehensive support for the application, ensuring users have the resources, information, and training needed for accurate and timely use.
• Communicate changes and updates in the software to customers, ensuring they are informed and prepared for any modifications.
• Conduct customer outreach to gather feedback and ensure customer satisfaction.
• Assist in project management efforts, coordinating tasks, tracking progress, and ensuring timely completion of projects.
• Keep stakeholders informed about ongoing technical changes that impact their workflow.
• Demonstrate strong technical writing and communication skills.
• Engage in sales and marketing efforts to promote BLaST applications.
• Maintain a valid state driver’s license and ability to drive without advanced notice

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE:

• Bachelor’s Degree; or Associate’s Degree with 2 years of educational agency experience; or 5 years experience in Student Information Systems environment. Management or supervisory experience in data collection, data analysis, and reporting
• Ability to research and interpret local, state, and federal reporting needs
• Basic knowledge of educational operations and programs in the areas of Child Accounting/Attendance, PIMS, Medical access Billing, and Special Education

LANGUAGE SKILLS:

Ability to read, analyze, and interpret technical procedures, governmental regulations, and professional document

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to reach with hands and arms. The employee must frequently lift and/or move up to 50 pounds. Duties include a wide range of lifting, carrying, handling, fingering, and other physical demands. Specific vision abilities required by this job include close vision, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.