Support Analyst, Ed Tech

Join to apply for the Support Analyst, Ed Tech Applications role at KIPP Texas Public Schools
.

Get AI-powered advice on this job and more exclusive features.

Company Description

About KIPP Texas

KIPP Texas Public Schools is a network of 54 public charter, open-enrollment, pre-k-12 schools educating nearly 32,000 students across Austin, Dallas-Ft. Worth, Houston, and San Antonio. Together with families and communities, our mission is to create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose —college, career, and beyond—so they can lead fulfilling lives and build a more fair world.

Founded in Houston in 1994 and operating as KIPP Texas since 2018, we are looking to hire a diverse team of dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join a Team and Family with an unwavering commitment to creating classrooms, offices, and communities rooted in belongingness, academic success and joy. If you are passionate about joining a mission and values-driven community who wants every child to want to run to school, the KIPP Texas Team and Family is for you!

KIPP Public Schools is a national network of public charter schools that prepares students with the skills and confidence to create the future they want for themselves, their communities, and us all. We are a network of 278 schools with nearly 16,500 educators and 190,000 students and alumni.

Job Description

The Opportunity:

The Support Analyst, Ed Tech Applications reports to the KTX Manager, Ed Tech Applications. The Support Analyst is responsible for supporting and maintaining a variety of ed tech data and application solutions. In addition, this role is responsible for a wide array of ed tech support tasks, including but not limited to: assisting departments in the onboarding and set-up of new ed tech applications, configuring new and existing ed tech applications, documenting systems, interacting with software vendors, providing end-user support, training, and day-to-day system maintenance.

Key Responsibilities

• Serves as technical lead for the implementation of assigned business or ed tech applications; including: successful planning, development, implementation, and support.
• Documents system requirements, policies and procedures, training materials and communication plans related to new implementations.
• Develops working knowledge of existing ed tech applications and business processes in order to provide support to internal customers with a strong focus on high quality customer service and satisfaction.
• Acts as technical liaison with ed tech 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.
• Prioritizes and schedules assigned support activities and tasks.
• Completes special projects or tasks assigned by the manager.

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 academic & business stakeholders and ed tech application users to develop and implement solutions.
• Resolves ed tech application-related issues, service requests and problems in a timely and efficient manner.
• Provides timely…