When 116 colleges share courses through the CVC Exchange, a single enrollment touches four SIS integration paths, a statewide SSO proxy, Canvas provisioning, and financial aid Consortium Agreements. Supporting that means knowing where things break, communicating across very different audiences, and documenting well enough that the next person doesn't start from scratch.
Banner, PeopleSoft, Canvas LMS, financial aid workflows, enrollment sync, SSO troubleshooting. Context from four organizations where these were the daily environment — not electives.
Most support issues trace back to a break somewhere in this chain. Click any node to see what that layer does, what can go wrong, and what the analyst looks for first.
The daily question: which of 116 colleges is healthy, which is degraded, and which is down? Search by name or SIS type, filter by status, and drill into any college for connection history and error detail.
Walk a real failure scenario layer by layer: student report → SIS query → API check → Exchange queue → resolution. Each layer produces logs. The analyst reads them in sequence to isolate the break without guessing.
12 weeks of ticket data by category. The question isn't "what happened this week" — it's "is this the beginning of a pattern?" Click insight cards to see which weeks correlate with known systemic issues.
Every resolved issue is a potential KB article. Four starter templates for the most common categories: integration failures, auth/SSO, sync issues, and new college onboarding. Edit inline, reorder steps, export as markdown.
A student needs reassurance. Campus IT needs the CCCID and error code. The registrar needs something to forward to their VP. The internal team needs scope and next steps. Same incident. Four drafts.
Scenario: A student cross-enrolled in MATH 1A via the Exchange, but the enrollment didn't sync to Canvas. They can't access their course. Here's the same incident, four ways:
Student can't see their cross-enrolled course in Canvas. From first report to resolution and documentation — the steps an analyst would walk through.
Not product roadmap items. These are barriers where documentation, data, escalation framing, and campus coordination can reduce the impact now — even before engineering fixes land.
Nine steps from course search to MIS reporting. Red nodes are where students get stuck or dropped. Amber is where manual workarounds are required. Green steps flow cleanly.
A Banner Direct college with full FA automation has different needs than a Colleague Ethos college still on the manual email workflow. Filter by SIS type to see which barriers apply where.
| College | SIS | FA Dashboard | SSO | Known Barriers |
|---|
Not all friction is equal. A payment timing issue is an inconvenience for some students and a semester-ending crisis for others. Scored 1–10 by equity impact.
If the top three barrier categories account for over half the queue, the fastest path to reducing volume isn't faster resolution — it's reducing the friction that creates the tickets.
These tools are a starting point — a way to think through what the daily work looks like, where the current pain points are, and how the support function scales when every college has different systems, different staffing, and different needs.
Henry Fan
Application Support Analyst I Candidate · CVC-OEI
Foothill–De Anza Community College District