Senior Associate Director of IT, Support (SIS Product Owner)
- New York, NY, USA
- Hiring Start Time: Immediate Start
- HO Team: Information Technology and Data Management
Uncommon Schools is a non-profit network of 53 outstanding public charter schools in grades K-12 across New York, New Jersey and Massachusetts. Our mission is to start and manage outstanding urban public charter schools that close the achievement gap and prepare students from low-income backgrounds for success in college and beyond. We are accomplishing that mission every day, with a college graduation rate that is well above the national average and thousands of stories of our students and alumni achieving their dreams.
The Data & IT Team is a true partner with Uncommon’s schools and other Home Office teams to achieve Uncommon's mission and provide value through technology solutions and services. As the technology support function at Uncommon, the team strives to use clear communication, thorough planning, and consistent execution to build trust at every level (Chief Operating Officers to school staff) in order to accomplish crucial tech work. The team manages PowerSchool, Illuminate, and downstream apps, and owns Uncommon-wide processes for Report Cards, Data Audits, End-of-Year PowerSchool Rollover, and all day-to-day PowerSchool work (attendance, grades, etc).
As a member of Uncommon’s IT Support team, the Senior Associate Director will own workstreams that will help ensure the Team achieves its goals and objectives. Beyond technical knowledge, the Senior Associate Director must have strong change management, planning, and communication skills in order to manage technology and processes at Uncommon’s scale and high standard. Star team members are focused, self-driven, fast, and hold themselves and their work to a high standard. The Senior Associate Director of IT, Support will report to the Director of IT, Support.
Essential Duties & Responsibilities
(1) Expert administration of PowerSchool, Uncommon’s Student Information System (SIS) & Illuminate
Use Case Management: Deeply understand stakeholders’ goals and use cases for the platform (i.e. attendance, grading, etc)
Own Process: Develop and manage implementation of all processes for day-to-day platform use (i.e. Report Card process)
Own Policy & User Management: Build policy resources, including user management policy around roles, access level, and responsibilities for stakeholders and D&IT
Troubleshoot: Troubleshoot & work with vendor to support Tier 3 issues
Own Product Updates: Manage system upgrades, ensure data backups, test new features, and functionality additions
Build Expertise: Attend training/webinars offered by vendor to build expertise
(2) Understand and champion the appropriate long-term vision for the platform.
Process improvement: Use robust PowerSchool knowledge to improve systems and process, e.g. Report Card process
Enhancements: Identify new areas/ways the product can be used (either internally and externally)
Project Support: Support the implementation and roll-out of new applications alongside our Data & IT team colleagues
(3) Training and documentation
Knowledge Base: Own creation and management of all internal and school-facing Knowledge Base articles on support, troubleshooting, and best practices for the platform
Training: Develop and Facilitate Training
School facing: Develop turnkey school facing training
D&IT: Help define the right level of product knowledge at both the Tier 1 and Tier 2 levels, and coordinate vendor offered trainings
Process Documentation: Work with School Leaders to document existing processes related to supported applications (e.g. documentation of methods and procedures of PowerSchool)
(4) Vendor Management
Contract & Payment: Manage renewal and payment of yearly contract
Manage Relationship: Build relationship with vendor, act as liaison between vendor and Uncommon on any projects, and own school-level escalations & difficult conversations.
Escalations: Work with Director to manage vendor issues
Work closely with regionally-based Associate Chief Operating Officers, school-based Directors of Operations, and members of the Data and IT Team.
Required knowledge, skills, and abilities
Experience with a Student Information System (SIS); training in PowerSchool can be provided
Excellent customer service skills and ability to prioritize and communicate effectively with non-technical users
Demonstrated ability to diagnose issues, identify root causes, and implement effective solutions
Excellent verbal and written communication skills, and experience developing communication plans
Proven ability to create and execute complex, detailed project plans affecting more than fifty stakeholders
Experience developing systems for the team that improve the team's work quality and/or efficiency
Growth mindset and interest in giving and receiving feedback with the goal of constantly improving
Demonstrated excellent personal effectiveness strategies (organization, time management, and follow-up skills)
Willingness to perform hands-on work as well as assisting in strategic projects
Results-oriented and committed to operational excellence
Self-sufficient with the ability to ask questions and request help when needed
Advanced skills in Excel and Google Applications (Sheets, Forms, etc.)
Passion for learning and teaching new applications and products
Demonstrated strong attention to detail
Demonstrated ability and experience working with SQL database management software, such as TOAD or PGAdmin
Preferred knowledge, skills, and abilities:
Experience managing student information systems such as PowerSchool and Illuminate
Experience managing policies and procedures to set best practices and deliver high quality support
Experience managing one or two Direct Reports
Working knowledge of help desk ticketing software (e.g. Zendesk).
Minimum educational level
Bachelor’s degree required
Uncommon Schools offers competitive salaries commensurate with experience and a comprehensive benefits package. Aside from extensive professional development, all our staff members are equipped with a laptop computer, email, and all necessary supplies.
Uncommon believes in the importance of being a diverse, equitable and inclusive organization that enables our students and staff to thrive. We are committed to building a talented team that reflects the diverse backgrounds and experiences of our students. At the same time, we work to ensure an inclusive community through creating a space for important dialogue about issues of race and identity for our staff and students. As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.