Job Description

THE OPPORTUNITY

The SIS Application Support Analyst reports to the Student Information System Manager. The SIS Application Support Analyst supports the configuration and management of the Student Information System (SIS), including the creation and distribution of reports, data cleaning and ETL processes. In addition, the analyst serves as tier one help desk support for SIS end users and works closely with schools to execute registration, scheduling, records management, grade reporting, transcripting and other key processes.

KEY RESPONSIBILITIES

FUNCTIONAL ACCOUNTABILITIES

• Provides first tier help desk support for all modules of the Student Information System.
• Produces accurate, reliable, high-quality data for a variety of stakeholders including funders, district leadership, school leadership, KIPP Foundation and business managers.
• Develops and delivers training and workflow documentation to internal customers with a strong focus on high quality customer service and satisfaction.
• Documents system requirements, policies and  procedures, training materials and communication plans related to new processes or implementations.
• Acts as technical liaison with application vendors to ensure application-related issues and problems are resolved in a timely and professional manner.
• Defines potential improvements to resolve errors, prevent recurrence of problems, or improve system reliability.
• Undertakes knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
• Builds a collaborative relationship with departments, faculty, school leaders, and other key stakeholders.

SERVICE DELIVERY

• Adheres to IT application standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.
• Evaluates and interprets requirements of key business stakeholders and application users to develop and implement solutions.
• Resolves IT application-related issues, service requests and problems in a timely and efficient manner.
• Provides timely communication to users on the status of their service requests and incidents.
• Provides progress reporting for all assigned projects including estimates, risk analysis, and time spent.

Qualifications

SKILLS

• Ability to perform effectively in a dynamic and complex operating environment.
• Excellent planning and organizational skills and demonstrated ability to manage multiple competing priorities and assignments.
• Strong communication and interpersonal skills, with an ability to communicate effectively and professionally; including, the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
• Experience with databases, Microsoft SQL server, G Suite, and Skyward preferred.
• Skilled in IT problem diagnosis and resolution.
• Ability to produce clear written materials.
• Team oriented mind-set.
• Customer focused and goal orientated with keen attention to detail.
• Alignment with KIPP Texas's mission and core values.

QUALIFICATIONS

• Bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired.
• Two to five years of professional experience in application support or a similar role.
• Experience working in a school district, non-profit or government agency is a plus.

Additional Information

COMPENSATION AND BENEFITS

In addition to a competitive salary scale, a part of KIPP Texas’ competitive benefits options, KIPP offers all employees an $0 HMO plan for the employee only. In addition to our $0 plan, KIPP provides a $600 employer contribution towards a Health Savings Account and a variety of other supplemental benefits such as Dental, Vision, Short and Long-Term Disability, Pet Insurance, Life, etc.