POSITION TITLE (Oracle title)

PROGRAMMER

WORKING TITLE

Applications Analyst

SCHOOL/DEPARTMENT

Technology Services Division

LOCATION

Crossroads II, Cary, NC

PAY GRADE

Technology Band 15

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends) Position is eligible for hybrid telework workweek

POSITION PURPOSE:

Responsible for analyzing, investigating, and resolving escalated Help Desk tickets. Assists with a variety of tasks associated with the support, training, development, and documentation of all students related applications and systems.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs);

• Considerable knowledge of student information systems;
• Considerable knowledge of relational database concepts;
• Considerable knowledge of Microsoft Office, including Word, Excel, PowerPoint; Google Apps;
• Working knowledge of Structured Query Language (SQL);
• Critical thinking and problem solving skills;
• Strong organizational skills;
• Ability to work in a team environment;
• Ability to work independently and complete tasks in the absence of clear direction;
• Ability to manage multiple tasks and projects simultaneously;
• Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;
• Ability to establish and maintain effective working relationships with school system staff, external agencies, vendors, contractors, and the community.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or equivalent; AND
• One year of experience serving in a help desk role or related field.

An equivalent combination of relevant education, training, and experience which provides the knowledge, skills, and abilities necessary to successfully meet the essential duties may be considered.

CERTIFICATION AND LICENSE REQUIREMENTS

None

PREFERRED QUALIFICATIONS:

• Knowledge of Student Information System applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Maintains tracks and prioritizes escalated Help Desk tickets for SIS applications in an organized and efficient manner.
2. Provides status of pending Help Desk tickets as requested by leadership.
3. Determines the resolution of software issues through technical analysis and investigation.
4. Reviews code with development team to determine logic and data flow of SIS applications to gain a more in-depth understanding in order to provide quality support.
5. 5. Communicates with other team members by providing detailed explanations of how issues were resolved to prevent similar issues from being escalated.
6. Determines feasible workarounds for users to complete their required tasks as an alternate procedure for broken functionality.
7. Creates detailed specifications for the development team and vendors related to issues that require program modifications/fixes.
8. Performs testing and verifies the impact of bug fixes, patches and upgrades from vendors and development on existing application functionality to ensure quality; performs data analysis and system testing to anticipate potential issues.
9. Creates and documents test cases and business scenarios to ensure the business requirements are being met without negative impact on related functionality.
10. Assists with user training, documentation, and user support calls as required.
11. Supports and monitors internal processes and functionality.
12. Documents the procedures taken to support the daily and recurring processes as assigned.
13. Performs other related duties as assigned

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This role routinely uses standard office equipment such as computers, scanners, and copiers. The position, at times, must be able to come into direct contact with school system staff and staff members of external funding agencies, and the community. Work is considered medium work, requiring the exertion of up to twenty- five pounds of force.

EFFECTIVE DATE:  1/2026

DISCLAIMER:  The above statements are intended to describe the general purpose and responsibilities assigned to this position.  They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position.  This description may be revised by HR and approved at any time.