Context

As Missouri State University embarked on a major digital transformation, we faced the challenge of replacing decades of locally-developed computer systems with the Sungard Banner ERP platform. This enterprise-wide initiative would impact every aspect of university operations, from student registration and financial aid to human resources and institutional finances. As the User Support Lead for four of the six implementation teams, I was responsible for ensuring smooth adoption across multiple departments while maintaining operational continuity

Challenge

The primary challenge was coordinating complex technical changes across siloed departments while minimizing disruption to university operations. We needed to transition from systems that had been customized over 20 years to standardized ERP modules, requiring significant process changes and cultural adaptation. Additionally, we had to establish robust support infrastructure and knowledge management systems to handle the scale of this transformation.

Approach

I developed a two-pronged strategy focusing on infrastructure and stakeholder enablement. On the technical side, I implemented Jira for project management and Confluence for knowledge management, personally handling system configuration, server setup, and database administration. To jumpstart adoption, I authored over 700 knowledge base articles, creating a foundation of institutional knowledge.

For stakeholder management, I established myself as the central liaison between implementation teams, university administration, and Computer Services. This role involved careful orchestration of change management initiatives, technical support coordination, and cross-functional collaboration to ensure alignment across departments. I worked closely with department heads to understand their specific needs and challenges, adapting our implementation approach accordingly.

Outcomes

The implementation successfully unified previously disparate systems, providing the university with comprehensive visibility into its operations for the first time. The support infrastructure I established became the backbone of the university's technical operations, with Jira and Confluence serving as central platforms for project management and knowledge sharing. The knowledge base I created significantly reduced training time for new staff and improved system adoption rates across departments.

Key Takeaways