Position Summary
Reporting to the Executive Director, Procurement Application Support, the Application Specialist, Procurement Application Support is responsible for the configuration, integration, and ongoing maintenance of Procurement Applications (e.g. PeopleSoft, Concur, PaymentWorks, Jaggaer). This position serves as a Super User for Procurement application support and plays a key role as a liaison between various client groups within Finance and across the University, supporting the University's business through configuration, development, and integration of Finance applications.
Responsibilities
Responsibilities include but are not limited to:
Collaborates with a team focused on continued maintenance, analysis, design, development, testing, and deployment of work units for Procurement applications including integration with related systems and both scheduled and ad-hoc reporting;
Troubleshoots issues and responds to system errors and failures, recreating issues in a test environment;
Escalates incidents to the next level of system support and provides technical assistance to Finance Service Center Analysts by analyzing the appropriate routing of system issues, questions, and customer service requests via a customer relationship management (CRM) tool;
Achieves agreed-upon service level performance metrics by effectively troubleshooting and resolving incidents;
Interfaces with users to verify issue resolution, validate incidents, and communicate progress to customers in a timely manner via the CRM tool;
Actively contributes to ongoing process improvement by assisting in the development and communication of policies, procedures, and user support tools;
Populates knowledge base for future use within the Finance division;
Works closely with Finance and Information Technology to coordinate development activities, and respond to business needs;
Works to translate functional needs into technical specifications and engages with Information Technology development teams in the construction of the work units;
Collaborates with the application development and support teams focused on continued maintenance, enhancement, configuration, development, testing, and deployment of Procurement applications;
Responsible for system integration including application interface monitoring and error resolution;
Build and distribute application reports including maintenance of report schedules;
Participates in the routine application of patches and fixes;
Partners with functional leaders in the design, development, and testing of business processes and technical solutions in support of the business;
Acts as a liaison with third-party vendors, subcontractors, external community, and customers to resolve incidents and facilitate communications;
Reviews application release notes and participates in related calls to understand the impact of new features and fixes;
Submits and monitors cases opened with application support representatives; supports the design of current interfacing procurement systems and future software solutions;
Assists the Executive Director, Application Support with work ensuring support to effectively troubleshoot and resolve issues promptly.
Performs other duties and special projects as assigned.
Minimum Qualifications
Preferred Qualifications
Other Requirement
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.