Coordinator, Software Support
About The Position
The Cleveland Metropolitan School District (CMSD) is seeking a Software Support Coordinator to manage and support various enterprise software platforms. This role involves providing implementations, upgrades, and support for the District's core learning and student management software. The Coordinator will support software configurations to enable school autonomy, adhering to software best practices, product guidelines, and standards. Collaboration with end-users, IT teams, and vendor technical support is crucial for delivering solutions that align with CMSD's goals. The position is part of the Administration and Professionals team and reports to the Director, School Software and Support.
Requirements
- Knowledge in the use of various learning and student management software
- Knowledge of system and software quality assurance best practices and methodologies
- Knowledge of software security including authentication and Single Sign On (SSO)
- Knowledge of Microsoft Office 365 Suite
- Knowledge in schools’ operations
- Strong knowledge of documentation development and time management techniques
- Excellent analytical, problem solving and decision-making skills
- Strong written and verbal communication skills
- Must be able to work independently and within a collaborative team environment
- Ability to prioritize multiple tasks and work with end users to meet given goals and objectives
- Ability to train team members on software functionality and architecture
- A personal sense of accountability around the ultimate success of CMSD transformation
- Experience in the use of various learning and student management software
- Experience with supporting learning and student management software platforms, e.g., eSchoolPlus, Schoology, Clever, Seesaw, etc.
- Experience with providing end-user support using multiple methods (Phone, Chat, Email)
- Minimum 2 years of experience with Microsoft Office 365 (Email, Teams)
- 2+ years of progressive experience in software systems support
- Experience in configuring and creating learning and student management solutions for support and business practices
- Experience in developing process documentation
- 3+ years of experience in customer service
- 2+ years of experience with enterprise-level software implementation, support, and integration
- Bachelor’s degree in information technology, management information systems, computer science, or a combination of education and experience equivalent to a bachelor’s degree
Responsibilities
- Provide technical support for various learning and student management software platforms
- Perform configuration changes, and monitor schools’ related software solutions
- Monitor all learning and student management software-related update synchronization jobs and tasks
- Serve as liaison between end-users and vendor technical support personnel to resolve issues
- Coordinate testing and implementation of periodic software releases and software patches
- Review software Release Notes in advance to prepare end-users for changes and assist in updating documentation and communicating changes
- Document solutions to errors on software applications in accordance with development standards and procedures and maintain documentation in the service catalog
- Participate in the creation of software support guidelines and standards
- Participate in project management and design process for software platforms
- Remain current on software application trends and development and delivery methods
- Perform on-call support as defined by management
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
