Software Support Analyst I

Location

2121 W Casino Rd,
Everett, WA 98204

Position Summary

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’s greatest asset is the ability to communicate with others and to develop and maintain relationships to further enhance the customer experience. They provide entry-level knowledge of the Skyward software applications to interface with outside agencies. The Analyst I provides support and resolution of client problems in the use of the Skyward application software to ensure that client needs and information requirements are met.

Essential Functions:

• Troubleshoots basic to moderately complex software application problems through active listening, inquiry, client shadowing and duplication of the client’s issue for the purpose of diagnosing the problem to resolve.
• Coordinates and communicates problem resolution with all appropriate parties.
• Applies knowledge of the Skyward Student or Business software.
• Supports product development effort using established processes and procedures.
• Analyzes, identifies and assists clients in reporting and resolving software issues.
• Assists other personnel for the purpose of supporting them in the completion of their work activities.
• Develops checklists for typical problems.
• Facilitates the resolution of basic development and implementation issues between the client and WSIPC.
• Troubleshoots basic application software problems. Evaluates the client’s description of the problem, asking pertinent questions, duplicating the situation, testing the application, gathering documentation, and acting as a liaison between the client and WSIPC staff.
• Manages interactions with school district end users by fully utilizing the selected Request Tracking system to enhance quality of problem resolutions.
• Contributes to and may author documentation or other learning materials (user guides, checklists, process lists, or tutorials, etc.) for the purpose of providing resource materials to district clients enhancing their learning experience.
• Works in a team setting, sharing information and assisting others with customer support.
• May join other Analysts in travel to school districts for the purpose of providing a variety of information services. May demonstrate application features and functionality.
• Will assist in the development of training documentation.
• May perform related duties as assigned. Related duties may not specifically be listed but are within the general occupational series and responsibility level typically associated with the employee’s classification of work.

Required knowledge, skills, and abilities:

• Ability to build sustainable relationships of trust through open and interactive communication.
• Ability to communicate effectively with others in person, in writing and over the telephone.
• Ability to support customers in their use of software applications via phone or electronic media.
• Ability to utilize effective time management skills by meeting deadlines, effectively managing priorities, and communicating progress.
• Ability to gather, analyze, and present information in a clear and concise manner.
• Excellent attention to detail.
• Ability to utilize analytical skills.
• Ability to demonstrate excellent writing skills.

Qualifications

This is an entry-level analyst position requiring related college training or computer-related customer application support. Experience working in an educational environment is highly preferred. Associate’s Degree in Education, Accounting, Business, Information Systems, Computer Science or other related field or equivalent education and work experience which provides the skills, knowledge, and abilities to perform the essential functions of the job.

Valid Washington State driver’s license and proof of liability insurance required. WSP/FBI background clearance may be required.

Employment Conditions and Benefits

8 hours per day, 5 days per week, 260 days per year

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 for extended periods of time working at a computer terminal 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.

Hazards: Those present in a normal office environment. Routine travel may pose potential hazards including driving in inclement weather.

Benefits Include: Medical Insurance, Dental and Vision insurance with 100% paid premiums for employee and eligible dependents, Annual Paid Leave - (20-25) Vacation days, (12) Sick days, (1) Floating Holiday, (13) observed Holidays, Bereavement Leave, Jury Duty Leave, Tuition Reimbursement, Long Term Disability, Basic Life Insurance $35k (w/voluntary additional coverage), WA State Dept. of Retirement Systems Membership -Teachers' Retirement System (TRS) or Schools Employees' Retirement System (SERS), Deferred Compensation Program (DCP) offering 457 deferred savings plan, Flexible Spending Accounts for medical and dependent care, Voluntary Employees' Benefits Association (VEBA) participation, Employee Assistance Program, Professional Development opportunities.

Salary Range

How to Apply

Submit a complete application at nwesd.org/jobs. Applications for this position must include:

• Letter of Interest
• Resume
• Copies of Transcripts (Official or Unofficial)
• Other documents may be included at your discretion.