Summary of Responsibilities:

The Program Management Office Support Coordinator assists in the support of all HC technologies used for departmental operations to serve our students, parents, and teammates with excellence.

Specific Duties and Responsibilities:

The Program Management Support Coordinator assists the Program Management Office team in supporting students and teammates in the use and optimization of HC operational technologies, including the Anthology Reach CRM, Anthology Succeed, Anthology Apply, Atrium/Avigilon, Microsoft 365, Blackboard Learn Ultra learning management system, Anthology Engage, Anthology Portfolio, and Anthology Student.

Support activities include the following:

• Monitor and triage HC Help Desk tickets to the appropriate person to resolve the request or issue and ensure resolution to tickets in a timely manner
• Proactively communicate with those submitting Help Desk tickets and other stakeholders regarding the status of their request or issue resolution
• Fulfill basic Level 1 requests from departments regarding changes, enhancements, optimizations, and other system alterations or input
• Perform system data audits and cleanup as needed

Acts as the primary point of contact for Anthology Support Desk for support tickets to include ensuring ongoing communication and progress and issue resolution

• Test solutions or alterations in the Sandbox environments and ensure Production environment readiness

Other Duties

• Be actively engaged in ministry at Church of the Highlands and Highlands College by leading small groups
• Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle

Leadership Requirements:

• Influences others using rational arguments. Identifies basis for compromise and reaches an agreement
• Conveys accurate information effectively using the most appropriate methods to reflect the needs of the audience and ensure mutual understanding
• Anticipates the possible demands and outcomes of a particular task or situation – plans and prioritizes appropriately
  

Qualifications

Personal Characteristics

• Demonstrates a genuine interest in supporting others and training in order to improve performance and stakeholder experience
• Encourages the contribution of others and takes their views into account
• Highly focused, self-started with an elevated level of energy and positive outlook
• Ability to remain resilient under pressure and effectively adapt to multiple demands, ambiguity, and rapid change
• Self-Managing
• Highly organized with the ability to manage multiple requests and projects simultaneously
• Detail-oriented to ensure data integrity and systems excellence
• Proficient in customer-friendly communications and timely responsiveness

Education

• Required: High School Diploma or State Equivalency
• Preferred: Bachelor's Degree in a Business or Technical-Related Focus Experience

Experience

• Experience with student information systems, customer relationship management systems, learning management systems, and/or Microsoft 365 is preferred but not required
• Customer service communications experience preferred

Extent of Public Contact:

• Medium

Physical Demands:

• Physical duties are minimal

Direct Reports

• This position is not a team lead for any Highlands College teammates