Product Solutions Specialist

SDSU Research Foundation • San Diego, CA

3d • $6,006 - $6,510 • Hybrid

About The Position

The Academy for Professional Excellence, a project of San Diego State University School of Social Work, was established in 1996 with the goal of revolutionizing the way people work to ensure the world is a healthier place. Our services integrate culturally responsive and recovery-oriented practices into our daily work to promote healing and healthy relationships. Providing approximately 50,000 learning experiences to health and human service and justice system professionals annually, the Academy provides a variety of workforce development solutions in Southern California and beyond. With seven programs, three divisions and over 100 staff, the Academy’s mission is to provide exceptional learning and development experiences for the transformation of individuals, organizations, and communities. As a member of the Academy team you will be engaging in communal development of heart, mind, and practice. You are expected to foster culturally responsive practice behaviors to promote well-being and a culture that focuses on healing, healthy relationships and changed behaviors. The Academy’s Product & Web Solutions (PWS) Team is part of the Systems Department under the Finance and Business Services Division. The Product & Web Services Team is an integral partner with Academy staff to provide product development, implementation, policy and procedural governance, training, and ongoing operational support to the Academy’s business process management software solutions within the Academy. Products include, but not limited to, Zoho One, Access PlanIt (Training Management System), Academy Website and Happeo (Academy Intranet).

Requirements

• Bachelor's degree in computer science, information systems, educational technology, communications, or related field or similar certified coursework in applicable field of study.
• Two (2) years of progressively responsible work experience.
• Ability to work in a team setting & relate well to others within the Academy for Professional Excellence environment
• Ability to effectively handle interpersonal interactions at all levels of the organization
• Ability to interact effectively with co-workers, partners, and professionals
• Ability to understand and follow posted work rules and procedures
• Ability to display motivation and strong interpersonal skills
• Ability to display organization and meet deadlines
• Ability to display good judgment and critical thinking skills
• Ability to demonstrate a high level of cross-cultural sensitivity
• Fundamental written and oral communication skills, including a sound foundation in English grammar, spelling, and punctuation
• Basic foundation of knowledge and skills in technical information systems and application program packages
• Working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods
• Basic understanding of networks, data communication, and multimedia systems
• Demonstrate understanding of the benefit products provide, be able to articulate the specific problems it’s solving, and be able to tie product metrics to business goals in a compelling way
• Ability to balance business objectives and customer needs
• Ability to identify issues, opportunities and efficiencies
• Ability to create effective and efficient solutions
• Ability to develop and communicate policies and procedures
• Ability to interact effectively with co-workers, clients and study participants
• Ability to communicate effectively, both orally and in writing
• Ability to display organization, meet deadlines, display detail orientation, possess good judgment and common sense
• Candidate must reside in California and live within a commutable distance from SDSU at time of hire.
• Job offer is contingent upon satisfactory clearance based on background check results (including a criminal record check).

Nice To Haves

• Administrator-level experience managing and developing solutions for a CRM, database management solution, or similar systems designed to manage business process solutions.
• Administrator-level and implementation experience with Zoho One.
• Familiarity with Programming Languages, such as Javascript, C++, Python, Deluge, SQL, NoSQL.
• Basic knowledge of HTML and CSS for webpage structure, styling, and frontend web development support.
• Familiarity in developing and maintaining APIs and systems integration solutions.
• Expertise implementing and maintaining technical policies and procedures around data management: data entry, data quality assurance, and data cleanup.
• Expertise in developing reporting solutions and tools for external partners.

Responsibilities

• Under the general direction of the Product & Web Solutions Supervisor, the Product Solutions Specialist is responsible for participating in program and division strategic work on Academy products and systems.
• The Product Solutions Specialist develops and manages partnerships across the Academy and leads these partnerships throughout the technology solution project lifecycle.
• The Product Solutions Specialist is responsible for supporting the technical solution needs of the Academy connected to product development, implementation, procedure and policy management, training, and vendor liaisons.
• Initiate and lead the development, implementation, and continuous improvement processes across all business product solutions within the Academy.
• Manages a portfolio of technology solution projects throughout the acquisition and implementation lifecycle.
• Review all incoming technology requests New technology platform requests. Existing technology enhancement requests.
• Connect with Academy Staff to understand their technology requests and offer recommendations based on assessment.
• Help to maintain a catalogue of technology tools and solutions available to Academy Staff and provide guidance on their appropriate use.
• Participate in technology acquisition process Defining minimum and preferred business requirements. Creating vendor evaluation form. Meeting with potential vendors for product demonstrations. Participate in vendor solutions review. Participate in vendor solution decisions.
• Implementation Participate in making project scoping and prioritization recommendations.
• Partner with Academy staff to determine project team members as well as define clear roles and responsibilities for the project team.
• Develop plans to ensure product solutions become sustainable business operations that benefit our overall organizational strategy.
• Lead overall product system administration policies and procedures.
• Guide Academy teams on creating operational policies and procedures related to business product solutions in adherence to overall product system administration policies and procedures.
• Participate in the development and monitoring of data quality assurance and data cleaning procedures.
• Create and lead training plans for business product solutions during the implementation phase.
• Create ongoing business product resources for Academy Staff and external partners.
• Help define and manage vendor support Service Level Agreements (SLAs) for business product applications.
• Lead efforts to manage vendor product support with the product support team as well as lead liaison efforts with vendor support to ensure SLAs are performed to Academy standards.
• Provide high level support with vendor support when needed.
• Perform other duties as assigned which are in the best interests of the Academy for Professional Excellence.
• Travel to off-site locations for Academy and Program meetings (primarily in Riverside and San Diego).

Benefits

• health insurance
• dental insurance
• vision insurance
• life insurance
• disability insurance
• paid holidays
• flexible scheduling
• professional development
• learning development program
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level