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JOB SUMMARY: Manage, coordinate, and plan for state-wide business application and Technical support activities of the Texas Computer Cooperative (TCC). Coordinate and lead the research, identification, and evaluation of business application support solutions. Coordinate Level II support, including Helpdesk services, problem determination, and resolution. Supervise assigned staff.
POSITION REQUIREMENTS:
JOB KNOWLEDGE
Bachelor's degree (Master's preferred) from an accredited university required; major in information systems or business preferred.
Three years of relevant school business office experience related to human resources, payroll, budget, finance, purchasing, and audits required.
Three to five years of experience using or supporting school business administrative software required.
Three years of SQL experience required.
Demonstrated expertise in managing and leading teams.
Systems analyst level knowledge of ASCENDER or other school business administrative software preferred.
Understanding of state and federal rules and regulations pertaining to business applications.
Experience using helpdesk software and/or Customer Relationship Management (CRM) systems.
Knowledge of Atlassian suite preferred.
Demonstrated leadership and interpersonal skills; expertise in facilitating groups.
Excellent organizational, analytical, and problem-solving skills.
Excellent verbal, written, and presentation communication skills.
Understanding of multimedia methodologies, webinar applications, and video conferencing is desirable.
Proficiency with standard functions within electronic applications such as MS Office (e.g., word processing, electronic spreadsheets) and e-mail.
Proficiency with computers (PCs and/or MACs) to include desktop management, file management and operations, and working in a network environment.
Exceptions to these requirements will be considered based on exemplary skills, training, and record of success.
PRODUCTS/OUTCOMES
Effectively coordinate and plan the business application and Technical support activities, scheduling/prioritizing requests, utilizing Jira Service Desk.
Provide and manage the timely delivery of Level II Helpdesk support services to regional ESC Consultants to maintain SLAs.
Manage and prioritize the backlog of business support issues.
Record and track issues from onset to conclusion and recognize trends using service desk metrics to escalate issues appropriately.
Analyze complex user problems and identify solutions and workarounds.
Analyze escalated issues and provide support and expertise to identify solutions for effective problem resolution.
Create and verify complex SQL statements to address user problems.
Update clients regularly on ongoing open tickets/service requests.
Solicit feedback from clients through follow-up calls after service requests are completed.
Coordinate timely communications regarding current issues and general software information such as Hot Topics, software release highlights, and announcements.
Analyze and communicate stakeholder requirements for software maintenance, mandates, and enhancements.
Assist in the development and implementation of training, processes, and documentation standards that ensure the service desk team excels in identifying, researching, and resolving requests.
Participate in User Acceptance Testing (UAT) and review of pre-release software, documentation, and training materials.
Read, write, and interpret technical and non-technical material relative to TCC applications.
Analyze and communicate state and federal standards and guidelines as applicable to school operations.
INITIATIVE
Demonstrate initiative, persistence, and a high level of energy and enthusiasm for assigned responsibilities.
Demonstrate the use of sound judgement and ingenuity in problem solving to meet the needs of the Center and clients served.
Participate and engage in learning experiences that enhance job knowledge and skills, and that build capacity in program area of responsibility.
Remain current with program standards and regulations; research and appropriately apply current theories and methodologies.
Demonstrate flexibility and adaptability to new situations and assignments.
Set challenging goals and reach a high standard of performance despite any barriers encountered.
Make complex and frequent decisions with few guidelines available and provide direction to program staff concerning program services.
Work under minimal supervision.
COMMUNICATIONS/HUMAN RELATIONS
Communicate effectively and interact professionally.
Build professional relationships with colleagues and clients, maintaining regular and continuing interaction in meeting shared outcomes.
Demonstrate self-confidence, professionalism, and a high level of customer service skills (e.g., courtesy, patience, diplomacy, etc.) at all times and, in particular, when under stressful or unprecedented situations while working with colleagues and clients.
Demonstrate professional-level written and oral communication skills.
Demonstrate an attitude of quality service when working with current or potential ESC-20 clients.
Work collaboratively in a team setting with TCC staff to determine the best approaches and solutions to problems.
Promote and support organizational change.
Keep supervisors informed.
Maintain confidentiality and security of program materials and information.
SUPERVISION AND ORGANIZATION OF STAFF
Ensure that a comprehensive system of supervision, substantive performance evaluation, and staff development is provided to staff members.
Recommend a staffing pattern for the department, which ensures efficiency and effectiveness in all areas.
Recruit individuals who best match the requirements of the position and the culture of the Center.
BUDGET RESPONSIBILITY
Be aware of and follow division guidelines of allowable costs when recommending use of division funds for expenditures for supplies, equipment, and facilities in area of assignment.
PHYSICAL/MENTAL DEMANDS & ENVIRONMENTAL FACTORS
Tools/Equipment Used: Standard office equipment including personal computer and peripherals.
Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting.
Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching.
Lifting: Occasional light lifting and carrying (less than 15 pounds).
Environment: May work prolonged or irregular hours; occasional region-wide travel; exposure to low or intense illumination.
Mental Demands: Work with frequent interruptions; maintain emotional control under stress.
ADDITIONAL REQUIREMENTS
Function within the policies and administrative procedures of ESC-20.
Accept other responsibilities as assigned.
Dress and groom appropriately for the ESC-20 work setting.
Travel independently to fulfill the responsibilities of the position.
Serve at the will of the Executive Director.
JOB SUMMARY: Manage, coordinate, and plan for state-wide business application and Technical support activities of the Texas Computer Cooperative (TCC). Coordinate and lead the research, identification, and evaluation of business application support solutions. Coordinate Level II support, including Helpdesk services, problem determination, and resolution. Supervise assigned staff.
POSITION REQUIREMENTS:
JOB KNOWLEDGE
Bachelor's degree (Master's preferred) from an accredited university required; major in information systems or business preferred.
Three years of relevant school business office experience related to human resources, payroll, budget, finance, purchasing, and audits required.
Three to five years of experience using or supporting school business administrative software required.
Three years of SQL experience required.
Demonstrated expertise in managing and leading teams.
Systems analyst level knowledge of ASCENDER or other school business administrative software preferred.
Understanding of state and federal rules and regulations pertaining to business applications.
Experience using helpdesk software and/or Customer Relationship Management (CRM) systems.
Knowledge of Atlassian suite preferred.
Demonstrated leadership and interpersonal skills; expertise in facilitating groups.
Excellent organizational, analytical, and problem-solving skills.
Excellent verbal, written, and presentation communication skills.
Understanding of multimedia methodologies, webinar applications, and video conferencing is desirable.
Proficiency with standard functions within electronic applications such as MS Office (e.g., word processing, electronic spreadsheets) and e-mail.
Proficiency with computers (PCs and/or MACs) to include desktop management, file management and operations, and working in a network environment.
Exceptions to these requirements will be considered based on exemplary skills, training, and record of success.
PRODUCTS/OUTCOMES
Effectively coordinate and plan the business application and Technical support activities, scheduling/prioritizing requests, utilizing Jira Service Desk.
Provide and manage the timely delivery of Level II Helpdesk support services to regional ESC Consultants to maintain SLAs.
Manage and prioritize the backlog of business support issues.
Record and track issues from onset to conclusion and recognize trends using service desk metrics to escalate issues appropriately.
Analyze complex user problems and identify solutions and workarounds.
Analyze escalated issues and provide support and expertise to identify solutions for effective problem resolution.
Create and verify complex SQL statements to address user problems.
Update clients regularly on ongoing open tickets/service requests.
Solicit feedback from clients through follow-up calls after service requests are completed.
Coordinate timely communications regarding current issues and general software information such as Hot Topics, software release highlights, and announcements.
Analyze and communicate stakeholder requirements for software maintenance, mandates, and enhancements.
Assist in the development and implementation of training, processes, and documentation standards that ensure the service desk team excels in identifying, researching, and resolving requests.
Participate in User Acceptance Testing (UAT) and review of pre-release software, documentation, and training materials.
Read, write, and interpret technical and non-technical material relative to TCC applications.
Analyze and communicate state and federal standards and guidelines as applicable to school operations.
INITIATIVE
Demonstrate initiative, persistence, and a high level of energy and enthusiasm for assigned responsibilities.
Demonstrate the use of sound judgement and ingenuity in problem solving to meet the needs of the Center and clients served.
Participate and engage in learning experiences that enhance job knowledge and skills, and that build capacity in program area of responsibility.
Remain current with program standards and regulations; research and appropriately apply current theories and methodologies.
Demonstrate flexibility and adaptability to new situations and assignments.
Set challenging goals and reach a high standard of performance despite any barriers encountered.
Make complex and frequent decisions with few guidelines available and provide direction to program staff concerning program services.
Work under minimal supervision.
COMMUNICATIONS/HUMAN RELATIONS
Communicate effectively and interact professionally.
Build professional relationships with colleagues and clients, maintaining regular and continuing interaction in meeting shared outcomes.
Demonstrate self-confidence, professionalism, and a high level of customer service skills (e.g., courtesy, patience, diplomacy, etc.) at all times and, in particular, when under stressful or unprecedented situations while working with colleagues and clients.
Demonstrate professional-level written and oral communication skills.
Demonstrate an attitude of quality service when working with current or potential ESC-20 clients.
Work collaboratively in a team setting with TCC staff to determine the best approaches and solutions to problems.
Promote and support organizational change.
Keep supervisors informed.
Maintain confidentiality and security of program materials and information.
SUPERVISION AND ORGANIZATION OF STAFF
Ensure that a comprehensive system of supervision, substantive performance evaluation, and staff development is provided to staff members.
Recommend a staffing pattern for the department, which ensures efficiency and effectiveness in all areas.
Recruit individuals who best match the requirements of the position and the culture of the Center.
BUDGET RESPONSIBILITY
Be aware of and follow division guidelines of allowable costs when recommending use of division funds for expenditures for supplies, equipment, and facilities in area of assignment.
PHYSICAL/MENTAL DEMANDS & ENVIRONMENTAL FACTORS
Tools/Equipment Used: Standard office equipment including personal computer and peripherals.
Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting.
Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching.
Lifting: Occasional light lifting and carrying (less than 15 pounds).
Environment: May work prolonged or irregular hours; occasional region-wide travel; exposure to low or intense illumination.
Mental Demands: Work with frequent interruptions; maintain emotional control under stress.
ADDITIONAL REQUIREMENTS
Function within the policies and administrative procedures of ESC-20.
Accept other responsibilities as assigned.
Dress and groom appropriately for the ESC-20 work setting.
Travel independently to fulfill the responsibilities of the position.
Serve at the will of the Executive Director.
