Report to: NWRDC Director
Supervises: Senior Software Support Analysts, Software Support Analysts
FLSA Status: Exempt
Salary Range: Salary Schedule VI (NWRDC)
This position has overall responsibility for customer service and software support for the end users supported by the Northwest Regional Data Center. Supervises software analysts and monitors the services provided to the client. Provides consultation, support and resolution of client problems in the use of the Student Information Systems provided by WSIPC to ensure that client needs and information requirements are met.
- Develops short and long-range goals and objectives for immediate area of responsibility.
- Supervises staff in information gathering, analysis, and problem resolution techniques.
- Monitors problem resolution activities of staff.
- Plans staffing to ensure critical needs are met in an expeditious manner.
- Establishes and enforces processes to identify, track, escalate, resolve, and report customer issues.
- Defines standards and measures for quality and customer satisfaction requirements.
- Provides technical advice, guidance, and training to customers using the Student Information System.
- As part of NWRDC Leadership, recommends procedures and controls for problem prevention. Participates in organizational strategic planning.
- Works in team setting, sharing information and assisting others with customer support.
- Maintains and monitors service request tracking database to enhance quality of problem resolutions.
- Makes use of Project Management knowledge to coordinate conversion activities as well as developing and implementing training schedules.
- Initiates, plans, and schedules the hiring selection process.
- Plans, schedules, and initiates strategies for performance including work assignments, training and administering disciplinary measures and formally reviewing performance.
- Participates in resolving staff complaints.
- Maintains detailed documentation on performance evaluations of staff.
- 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:
- Broad knowledge and prior application of all concepts, practices and procedures as described in the NWRDC Service Level Agreement.
- Skill in providing technical guidance on concepts, procedures and practices of the software.
- Ability to demonstrate strong verbal and written communication and analytical skills.
- Excellent interpersonal skills including teamwork, respect, courtesy, tact, and discretion.
- Ability to be flexible and organized.
- Ability to prioritize multiple tasks and complete projects and tasks on schedule, sometimes with competing deadlines.
- Ability to demonstrate high commitment to product quality, customer satisfaction and user requirements.
- Knowledge and understanding of State and federal reporting requirements.
- Knowledge and understanding of the educational environment, technology, and their interaction with the applications.
- Ability to be an effective listener.
- Ability to handle difficult and sensitive situations using good judgement.
- Ability to prepare clear, concise, and informative reports, correspondence and memoranda on issues related to area of responsibility.
- Skill in delivering effective oral presentations clearly conveying technical information to non-technical audiences.
- Ability to demonstrate principles of effective leadership.
- Ability to build and maintain relationships with WSIPC and district staff.
- Knowledge and understanding of school administrative record keeping procedures and requirements
- Knowledge and understanding of Student Information systems
- Knowledge and understanding of Teacher data management systems
Bachelor’s Degree or equivalent education plus seven to 10 years of work experience which provides the skills, knowledge and abilities to perform at a supervisory level. Valid Washington State driver’s license.
Working Conditions/Physical Requirements:
Work is performed in an office environment; however, up to 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 or physical or mental disability.