Senior Software Support Analyst

The NWESD aspires to be a racially and culturally inclusive staff that reflects the diversity of those we serve. We believe this strengthens our organization, stimulates creativity, promotes the exchange of ideas, and enriches staff engagement.

Summary:

The Senior Software Support Analyst provides training and support of the Skyward software applications used by school district personnel. External client responsibilities include providing end user training, consultations, support, and resolution of client needs in the use of the Skyward software application. Internal team responsibilities include mentoring staff in the development of training materials and curriculum, training methodologies, and the use of high quality training practices. The Senior Software Support Analyst will provide internal trainings to staff, serve as a support to the Software Support Analyst Manager, and serve in a Team Lead and/or Project Manager capacity as needed.

Essential Functions:

• Initiate and lead complex group or individual projects through to completion.
• Provide support and back up to Software Support Analyst Manager(s) in a leadership capacity when appropriate.
• Participate in team organization and planning activities. Understand current training and learning strategies, delivery methods, and techniques.
• Keep abreast of current learning and performance strategies, delivery methods, and techniques.
• Oversee delivery of curriculum and learning materials and the application of training methodologies. Ensure compliance with ADA requirements.
• Observe Software Support Analyst performance during training to measure and evaluate the effectiveness of training in achieving desired outcomes. Provide relevant coaching to promote enhancement of training skills.
• Collaborate and coordinate with other NWRDC teams to promote knowledge sharing, reduce duplication of effort and increase consistency in operational practices.
• Analyze and resolve complex issues reported by clients using knowledge of the business or education environment and software products. Ask pertinent questions, duplicate the issue, and test the solution.
• Communicate problem resolution with all appropriate parties. Act as a liaison between the client and WSIPC, between NWRDC departments and with external organizations.
• Support product development using established processes and procedures.
• Provide training and consulting to end users.
• Perform technical responsibilities when appropriate.
• Fully utilize call-tracking system to manage client requests from initiation through resolution.
• Prepare written communications to clients on system changes, product releases, program updates, software errors, deficiencies or other general information applicable to area of responsibility.
• Perform all responsibilities of the Software Support Analyst Position.
• Performs related duties as assigned. Related duties may not specifically be listed but are within the general occupational series and responsibility level typically associated with the employee’s classification of work.

Required knowledge, skills, and abilities:

• Knowledge of Skyward School Management Software and/or Skyward Business Management Software.
• Ability to demonstrate excellent communication with others in person, writing, and over the phone.
• Ability to gather, analyze, and present information in a clear, concise manner.
• Ability to make effective oral presentations clearly conveying technical information to non-technical audiences.
• Ability to work as a product line expert on software beyond basic product suite.
• Ability and knowledge required to act as a resource and consultant related to software development projects.
• Ability to identify client or team needs, develop an action plan and communicate succinctly and effectively with all parties.
• Analytical skills.
• Ability to provide leadership and mentoring to Software Support Analysts.
• Excellent customer service skills.

Qualifications:

This is a senior-level analyst position requiring related college training, computer-related customer application support. Experience as an NWRDC Software Support Analyst is required. Bachelor’s Degree in Education, Accounting, Business, Information Systems, Computer Science or other related field or equivalent education and work experience which provides the necessary skills, knowledge, and abilities to perform the essential functions of the job.

The ideal candidate will have a working knowledge of:

• Windows, Mac, or current operating systems
• Microsoft Office Tools including Excel, Word, and Outlook
• Report Writing in Skyward Applications
• Skyward School Management and/or Skyward Business Management Software
• Project management best practices
• FTP/SFTP protocols and file transfer management

Licenses and/or Certifications:

Valid Washington State driver’s license and proof of liability insurance.

Working Conditions/Physical Requirements:

Work is performed in an office environment, however, approximately 50 percent of this time may be spent working at the various school district locations. Routine travel is required to visit local school districts as well as for workshops and conferences. Sitting for extended periods of time working at a computer terminal is common. Lifts and carries a maximum of 15 pounds. Adequate manual and finger dexterity, hearing, speech and vision are necessary to perform the essential functions of this position.

Hazards: Those present in a normal office environment. Routine travel may pose potential hazards including driving in inclement weather.

The statements contained herein reflect general details as necessary to describe the essential functions of this position, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload. Changes to the position description may be made at the discretion of the employer.

It is the policy of the Northwest Educational Service District No. 189 to not discriminate against any person with regard to race, color, religion, sex, age, national origin, marital status, physical or mental disability, or citizenship or immigration status.