Senior Support Analyst, PowerFAIDS

College Board • Remote - Virginia, VA

39d • $56,000 - $95,000 • Remote

About The Position

The Senior Support Analyst, PowerFAIDS role is a full-time, remote position at College Board within the Financial Aid Programs and Services team. This role is responsible for providing exceptional support for PowerFAIDS, a leading standalone financial aid management system. The analyst will troubleshoot complex issues, identify root causes, guide customers to resolution, and contribute to training, documentation, and testing efforts. Success requires deep knowledge of PowerFAIDS, financial aid administration, and strong problem-solving skills. The role involves customer support (70%), software testing, training, and documentation (20%), and additional responsibilities like backup coverage and assisting with the PowerFAIDS User Group conference (10%).

Requirements

• A minimum of 4 years of experience in financial aid administration.
• At least 2 years of experience working with PowerFAIDS.
• A successful track record of hands-on troubleshooting and problem-solving experience, often reaching resolutions without having predefined steps to follow.
• Strong customer service skills, including the ability to communicate clearly with both technical and non-technical audiences.
• Deep working knowledge of Title IV regulations and financial aid processes and how they play out operationally in PowerFAIDS.
• Experience serving as a go-to resource for colleagues (e.g., being the person others in the office turn to when they need help in PowerFAIDS).
• Strong written and verbal communication skills, including the ability to explain a fix or workaround to someone who is non-technical.
• Ability to diagnose root cause rather than just symptoms (e.g., distinguishing "the software is behaving unexpectedly" from "this is actually how the software is expected to work").
• Comfort managing multiple open issues at once and prioritizing based on urgency.
• Comfort working independently and exercising sound judgment, without a script or predefined process to fall back on.
• A passion for expanding educational and career opportunities and mission-driven work.
• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
• Clear and concise communication skills, written and verbal.
• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success.
• Authorization to work in the United States.

Nice To Haves

• Experience with SQL, particularly writing queries.
• Experience training or onboarding colleagues on PowerFAIDS or financial aid processes.
• Experience contributing to or maintaining internal documentation, process guides, or training materials.

Responsibilities

• Provide support services to PowerFAIDS users, maintaining high standards for response and resolution times and customer satisfaction.
• Debug complex user problems by replicating and documenting client errors, researching corrective actions, and reporting software anomalies to development.
• Escalate issues where a resolution can't be reached, providing clear documentation of steps already taken.
• Communicate clearly with customers throughout the resolution process, setting appropriate expectations on timing and next steps.
• Build relationships with customers that help maintain high customer retention.
• Participate in software testing to ensure quality releases.
• Participate in the design and delivery of customer-facing training materials, drawing on common support trends to identify training gaps.
• Review release documentation for accuracy and clarity from a user's perspective.
• Contribute to internal knowledge base articles and troubleshooting guides based on cases resolved.
• Identify recurring or systemic issues and recommend product or documentation improvements to reduce future support volume.
• Provide backup coverage for tasks owned by other support analysts when they are out.
• Assist with the delivery of the annual PowerFAIDS User Group conference.
• Stay current on Title IV regulatory changes and how they affect PowerFAIDS functionality and customer workflows.

Benefits

• Meaningful career
• Supportive team
• Comprehensive package designed to help you thrive
• Fair and competitive compensation grounded in your qualifications, experience, impact, and the market
• Eligible to receive overtime pay for hours worked over 40 per week

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed