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SIS Support Specialist

REPORTS TO: Director of Customer Support/Service
 
Primary Location: Central Office - Office of Instructional & Information Technology
Salary Range: C41 ($90,007) / 1.0 FTE
Shift Type: Central Office

POSITION OVERVIEW:
The SIS Support Specialist resides in the Office of Instructional and Information Technology within the Operations of the Boston Public Schools, reporting to the Director of Support and Service. The SIS Support Specialist is responsible for providing reporting support to schools through SIS, onsite support and backup for some positions on the team to advance the mission of the Boston Public Schools. The position will have a particular emphasis on providing support and training for many SIS functions in the schools. The SIS Support Specialist will serve in a junior role within the Service Desk and provide backup assistance to the Development Team working with Aspen.  The Junior SIS Administrator will also be required to have a high level of expertise in school administrative SIS related tasks such as Report Cards, Grading Windows and Scheduling.
 
RESPONSIBILITIES:
Provide Support to School Administrators and Teachers for daily SIS tasks
  • Opens and closes grading windows for the district and informs school administrators of pertinent deadlines
  • In conjunction with the Academics Department, assures dates are correct and updates SIS for upcoming school year 
  • Sends proactive communication to schools regarding upcoming SIS deadlines and work to be done
  • Provies phone/online support for School Schedulers to guide users through the correct processes
  • Processes ODA requests for access for BPS contractors requiring Aspen data access. 
  • Assists Senior Support SIS Representatives during peak seasons to assure prompt service
  • Works with SIS team to produce accurate documentation for new/existing users to enhance their knowledge of our SIS
Provide Support to School Administrators during Grading periods
  • Produces Kindergarten Report Cards, this task requires technical intervention to assure appropriate materials are sent to the correct families
  • Provides phone/online support during grading periods to guide users through the correct processes to produce accurate grade reports
  • Tracks schools’ progress during grading/report card periods to assure all schools are on target for production/distribution of grades and progress reports
  • Troubleshoots problem reporting and advises school staff of corrective actions, follow up communication to assure tasks are completed and correct
 
Provide support and backup for critical positions within OIIT
  • This position will provide coverage for our call center as needed during busy periods
  • This position will provide backup support for the Records Manager assisting in the production of transcript requests within the legal deadlines
  • This position will provide support to our App Dev team as well as to the Director of Enrollment during peak reporting times for the District
 
QUALIFICATIONS - REQUIRED:
  • Associates Degree
  • 10 years of experience in customer service or academic support
  • 5 years of experience in an educational environment providing direct support to faculty
  • Must have experience using and troubleshooting a Student Information System, Aspen by Follett preferred
  • Proficient with Google Suite, PeopleSoft and Aspen (Follett SIS Product)
  • Exceptional Customer Service Skills a must, the position will require the incumbent to take/pass HDI Customer Service course in the first 90 days of employment
  • Must possess the ability to convey technical information to non technical users
  • Ability to accept direction.  
  • Excellent oral and written communication skills.  
  • Current authorization to work in the United States
  • An understanding of and commitment to gain greater understanding of what is necessary for an urban school system to enjoy continuous improvement in an increasingly complex and competitive environment. 
  • A deeply held and unyielding belief in the overarching mission of public education.
 
QUALIFICATIONS - PREFERRED:
  • Familiarity with Boston and Boston Public Schools
 
UNION/MANAGERIAL
 
The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, employment, or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to learn or work.