Software Support Analyst Manager

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 Software Support Analyst Manager is a leadership role responsible for delivering driving high-quality customer service and operational excellence within the Northwest Regional Data Center. This position is responsible for setting long-term goals, planning staffing needs, and overseeing the entire lifecycle of client issue resolution from identification and tracking to training and final reporting. By establishing rigorous quality standards and providing technical guidance on school information systems, they ensure that customer needs are met efficiently. Additionally, the role involves heavy engagement in strategic planning, project management for software conversions, and the full scope of personnel management, including hiring, training, and performance evaluation to foster a productive and responsive support team.

Essential Functions:

Duties listed are intended to provide a summary of the major duties and responsibilities of this position. Employee(s) may not perform all duties listed and may be required to perform additional duties not listed, but within the general scope of the position.

• Directly supervises assigned staff to include scheduling, planning and initiating strategies for performance, assigning and directing the work, training and administering disciplinary measures, formally reviewing performance, resolving complaints, and recommending hiring or termination of staff.
• Leads strategic planning, recommends procedures and controls for problem prevention, and develops short and long-range goals and objectives for the software support team and clients in area of assignment.
• Assists the Director in leadership initiatives, aiming to harmonize procedures and cultivate productive partnerships between internal teams and partner agencies.
• Identifies client needs and designs service concepts to enhance the breadth of support provided to partners and clients.
• Oversees software update publications, manages newsletter content, and coordinates communication regarding both scheduled and unexpected system downtime.
• Collaborates within a team setting, sharing information and assisting colleagues with customer support and complex issue resolution.
• Monitors staff activities related to information gathering, analysis, and problem resolution techniques to ensure effective customer support. Plans staffing to ensure emergency problems are handled in an expeditious manner.
• Establishes processes to identify, track, escalate, resolve and report customer issues.
• Jointly with the customer, defines standards and measures for quality and customer satisfaction.
• Provides expert technical advice, guidance and training to customers, designs and oversees a comprehensive program for client training. .
• Establishes, enforces, and monitors processes and quality standards for client satisfaction, including tracking, escalating, resolving, and reporting all client issues.
• Uses Project Management knowledge to coordinate conversion activities as well as developing and implementing training schedules.

Required knowledge, skills, and abilities:

• Knowledge and understanding of State and Federal school reporting and record-keeping requirements.
• Knowledge and understanding of fiscal, human resources, payroll, transportation, food service, and student information systems used by K12 schools.
• Knowledge and understanding of learning management systems used by students, teachers, and families in K12 schools.
• Ability to champion the mission, vision, and purpose of the NWESD and demonstrate a commitment to equity, diversity, and inclusion initiatives.
• Skill in providing technical guidance on concepts, procedures and practices of the software.
• Knowledge of change management practices and ability to lead change with creativity and collaboration.
• Strong written and verbal communication and analytical skills.
• Excellent interpersonal skills including teamwork, respect, courtesy, tact and discretion.
• Ability to demonstrate high commitment to product quality and customer satisfaction.
• Knowledge and understanding of help desk software to manage client support, streamline communication, and improve service efficiency.
• Ability to listen effectively and address difficult and sensitive situations using good judgment.
• Ability to prepare clear, concise and informative reports, correspondence and memoranda on issues related to area of responsibility.
• Ability to clearly convey technical information to non-technical adult audiences.
• Ability to manage multiple tasks and complete projects on schedule, some with competing deadlines.
• Knowledge of principles of effective leadership and the ability to apply them.
• Ability to cultivate fully vested, reciprocal partnerships with clients and partners in schools, districts, regional and state agencies.
• Knowledge and skill in using digital collaboration and workflow tools and software applications including artificial intelligence tools.

Qualifications:            

Bachelor’s Degree in Computer Science, Information Systems, Accounting, or other related field, Master’s degree preferred. Five or more years of progressively responsible professional experience in a related field. An equivalent combination of education and experience may be substituted which provides the skills, knowledge, and abilities to perform the essential functions of this position. WA State Patrol background clearance required.

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 or standing for extended periods of time working at a computer 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. This position is telecommute-eligible per Policy 5225.

Hazards: Those present in a normal office environment. Routine travel may pose potential hazards including traveling in inclement weather conditions, varied road conditions, rush hour traffic, etc.

It is the policy of the Northwest Educational Service District No. 189 to not discriminate against any person with regard to age, sex, race, ethnicity, creed, religion, color, national origin, honorably discharged veteran or military status, sexual orientation, gender expression, gender identity, homelessness, immigration or citizenship status, marital status, the presence of any sensory, mental, or physical disability, neurodivergence, or the use of a trained dog guide or service animal by a person with a disability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. Changes to the position description may be made at the discretion of the employer.