Software Support Manager jobs in Everett, WA

How to Apply: Submit a complete application at https://www.nwesd.org/jobs. Applications for this position must include:

• Letter of Interest
• Resume
• Copies of Official Transcripts
• 2 Confidential References
• Other documents may be included at your discretion

Location:
2121 W. Casino Road
Everett, WA 98204

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.

Position Summary:
This Software Support Analyst, II position is considered an advanced position to work with the Business Support team at Northwest Regional Data Center (NWRDC), in Everett, WA.
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. The Analyst provides consultation, support and resolution of client problems in the use of the Skyward application software (prerequisite) to ensure that client needs and information requirements are met. They provide mid-level knowledge of the Skyward software applications to interface with outside agencies and to identify requirements for application modifications. The Analyst develops training curriculum and delivers training to end users and other staff.

Essential Functions:

• Analyzes and resolves complex issues reported by clients using knowledge of the business or education environment and software products.
• Coordinates and communicates problem resolution with all appropriate parties.
• Applies knowledge of the Skyward Student or Fiscal software.
• Supports product development effort using established processes and procedures, analyzes, identifies and assists clients in reporting and resolving software issues.
• Serves as a technical expert in providing product knowledge and supporting materials.
• Performs root cause analysis and develops checklists for typical problems.
• Facilitates the resolution of complex development, training and implementation issues between the client and the Washington School Information Processing Cooperative (WSIPC).
• Troubleshoots complex 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.
• Develops and evaluates training curriculum.
• Manages interactions with school district end users by fully utilizing the selected Request Tracking system to enhance quality of problem resolutions.
• Mentors teammates in use of application software, analysis techniques, trainings, presentations and computer equipment.
• Works in a team setting, sharing information and assisting others with customer support.
• Develops and presents training workshops and informational meetings to clients about the functions and capabilities of the application software.
• 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 time management skills as demonstrated by meeting deadlines, effectively managing priorities, and communicating progress.
• Ability to gather, analyze, and present information in a clear and concise manner.
• Skill in paying attention to detail.
• Skill in applying analytical thinking and techniques.
• Ability to demonstrate excellent writing and presentation skills.
• Ability to make effective oral presentations, clearly conveying technical information to non-technical audiences.

Qualifications:
This is a mid-level analyst position requiring related college training or computer-related customer application support. Experience working in an educational environment is highly preferred. Bachelor’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. The ideal candidate will have a working knowledge of:

• Skyward School Management Software (prerequisite)
• Windows, Mac, or current operating systems
• Microsoft Office Tools including Excel, Word, and Outlook
• Relational databases

Benefits:

Health benefits are effective on the first of the month following start date. Benefits for this position are are as follows: Medical/Vision Healthcare, Dental with 100% paid premiums for employee and eligible dependents (multiple plans), Annual Paid Leave - (20-25) Vacation days, (12) Sick days, (1) Floating Holiday, (13) observed Holidays, Bereavement Leave, Jury Duty Leave, Long Term Disability, Basic Life Insurance $35k (w/voluntary addt'l 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, American Fidelity supplemental plans including Flexible Spending Accounts for medical and dependent Care, Short Term Disability, Accident, & Cancer plans, Voluntary Employees’ Benefits Association (VEBA) participation, Employee Assistance Program, Professional Development, Continuing Education, Perks and discounts: (Including but not limited to, AT&T, T-Mobile, Land’s End, Dell, & Home Street Bank).

Salary Range:
Schedule III, Range 8 - ($83,387.20 - $104,332.80)

Job Type: Full-time

Pay: $83,387.20 - $104,332.80 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person