The Production Support Coordinator is responsible for overseeing and continuously improving the university’s enterprise production support processes. This role engages with development resources and coordinates with teams across the Office of Information Technology (OIT) to ensure timely resolution of system issues. The Coordinator will prioritize and assign support tasks, manage communications with campus stakeholders, and serve as a key liaison between technical teams and university departments. Additionally, this position will evaluate and propose enhancements to production support workflows, recommend resource allocations, and identify opportunities for process optimization. The Production Support Coordinator ensures that all escalations are appropriately handled and that issues are tracked through to resolution, contributing to a stable and reliable technology environment for the campus community.

The Development Services department is structured to cover all aspects of software, reporting, and integration development to support critical University applications. The Department consists of four distinct and collaborative teams, Web Development, PeopleSoft Development, Integration Development, and Business Intelligence Reporting Services. Each team is committed to delivering innovative, high-quality support to our students, staff, and faculty.

Recognized subject matter expert who knows how to apply theory and put it into practice with in-depth understanding of the professional field with limited oversight from managers. Independently performs the full range of responsibilities within the function; requires deep job knowledge of area typically obtained through higher education combined with experience. Manages large projects or processes and problems faced are difficult and often complex; analyzes problems/issues of diverse scope and determines solutions. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. Influences others regarding policies, practices and procedures.

• Coordinate and lead Enterprise Support Activities
  • Manage priorities of the Production Support team in consultation with appropriate Boise State departments.
  • Review priorities regularly with Development leadership and departments. Understand relative priorities across all departments.
  • Provide advice and leadership in the applications and products, including application production support and application development. Provide technical consulting as needed.
  • Work with OIT Development leadership as a member of the OIT Development management team. Make organizational recommendations as well as recommendations for resources, expenditures, budget forecasts, policies, and procedures.
  • Coordinate with OIT Helpdesk to ensure that incident and service requests that have been escalated to tier 3 support are being managed and closed effectively.
  • Coordinate with other OIT areas such as operations, security, helpdesk and communications to ensure the effective resolution of incidents and service requests.
  • Work with manages from across OIT to facility and plan support resources based on schedules and critical organizational events.
  • Serve as the primary escalation point for departments on tier 3 support requests.
    
    
• Manage the Enterprise Production Support Process
  • Work with OIT Management, Campus Areas, and Production Support Staff to evaluate and recommend improvement in the process.
  • Represent OIT Development and technical team at campus team meetings.
  • Ensure that our campus areas receive responses to questions about the process and have a ​voice in its improvements.
  • File and follow up with software vendor​s, e.g., PeopleSoft Global Support Center (GSC) cases, as needed.
  • Ensure that production support is delivered as needed, including after normal working hours.
  • Work with OIT areas to develop, refine, implement and manage current and new processes for the​ management of production support items.
    
    
• Reporting and Communication
  • Create reports that show the overall workload and key metrics for assessing production support.
  • Create reports that aid in the assessment of process improvements, resource allocations, and performance reviews.
  • Communication with OIT areas to the coordination of issues and management of priorities. Work with OIT Communications to develop a communication process and plan and implement.
    
    
• Maintain technical knowledge of enterprise applications and development tools, including PeopleSoft.
  • Attend workshops, seminars, "brown bag" sessions, etc., as appropriate.
  • Arrange for one-on-one training.
  • Propose training requirements in order to perform current and future technical tasks.

• Ensure customer satisfaction
  • Actively engage campus areas to ensure that OIT is providing adequate support for tier 3 issues.
  • Work with OIT Customer Care to ensure that data is collected as part of the annual OIT Survey.
  • Follow up on requests to ensure that items were closed successfully and satisfactory.
    
    
• Perform other duties as assigned.

• Knowledge and understanding of the software development life cycle.
• Ability to manage multiple priorities and issues across different departments.
• Minimum 3-5 years of application development/maintenance experience in an enterprise-level information systems environment.
• Demonstrated project management fundamentals.
• Skilled in interpersonal relationships, planning and communications.
• Ability to work collaboratively with others.
• Knowledge of relational databases, SQL, and SQL query tool(s) such as Oracle SQL*Plus.
• Excellent communications skills (Oral and written), interpersonal, and organizational skills are required.
• Ability to present and explain complex technical topics, problems, alternative solutions to others.

Bachelor’s Degree or equivalent plus 5 years relevant experience.

Preferred Qualifications:

• Prefer a Bachelor's degree in one of the following concentrations: Computer Information Systems, Management Information Systems, Information Technology or Computer Science.
• Prefer PeopleSoft application development/maintenance experience.
• Prefer Web and Mobile Application development/maintenance experience.
• Prefer experience documentation and systems support.
• Prefer Experience in Technical Support Management.
• Prefer Experience in Support Planning and Organization.

To be considered for this position, please submit the following materials:
(1) a cover letter outlining your interest and qualifications,
(2) a current résumé, and
(3) the names and contact information of three professional references.

The candidate is expected to work on campus, with future consideration for a limited hybrid schedule.

Please note: This position does not qualify for any type of Visa sponsorship, now or in the future.

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/