Coordinator, Software Support

The Software Support Coordinator is responsible for the management and support of various enterprise software platforms. This responsibility will include providing implementations, upgrades, and support of the District’s core learning and student management software platforms. In this role, the Software Support Coordinator will support software configurations for the purpose of school autonomy using software best practices methodology, software product guidelines, and standards. In addition, the Software Support Coordinator will regularly collaborate with end-users, IT teams, and software technical support teams to deliver solutions that advance CMSD’s goals and objectives., * Provide technical support for various learning and student management software platforms

• Perform configuration changes, and monitor schools’ related software solutions
• Monitor all learning and student management software-related update synchronization jobs and tasks
• Serve as liaison between end-users and vendor technical support personnel to resolve issues
• Coordinate testing and implementation of periodic software releases and software patches
• Review software Release Notes in advance to prepare end-users for changes and assist in updating documentation and communicating changes
• Document solutions to errors on software applications in accordance with development standards and procedures and maintain documentation in the service catalog
• Participate in the creation of software support guidelines and standards
• Participate in project management and design process for software platforms
• Remain current on software application trends and development and delivery methods
• Perform on-call support as defined by management
• Perform other related duties as assigned., The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Expected moving, walking, and standing consistent with office and school environments and occasionally lifting up to 15 pounds
• While performing the duties of this job, the employee is regularly required to stand, walk and sit; use hands to finger, handle, or feel; and reach with hands and arms
• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is exposed to normal office and school environments.
• Some travel may be required for training/meetings

• Knowledge in the use of various learning and student management software
• Knowledge of system and software quality assurance best practices and methodologies
• Knowledge of software security including authentication and Single Sign On (SSO)
• Knowledge of Microsoft Office 365 Suite
• Knowledge in schools’ operations
• Strong knowledge of documentation development and time management techniques
• Excellent analytical, problem solving and decision-making skills
• Strong written and verbal communication skills
• Must be able to work independently and within a collaborative team environment
• Ability to prioritize multiple tasks and work with end users to meet given goals and objectives
• Ability to train team members on software functionality and architecture
• A personal sense of accountability around the ultimate success of CMSD transformation

Experience

• Experience in the use of various learning and student management software
• Experience with supporting learning and student management software platforms, e.g., eSchoolPlus, Schoology, Clever, Seesaw, etc.
• Experience with providing end-user support using multiple methods (Phone, Chat, Email)
• Minimum 2 years of experience with Microsoft Office 365 (Email, Teams)
• 2+ years of progressive experience in software systems support
• Experience in configuring and creating learning and student management solutions for support and business practices
• Experience in developing process documentation
• 3+ years of experience in customer service
• 2+ years of experience with enterprise-level software implementation, support, and integration, * Bachelor’s degree in information technology, management information systems, computer science, or a combination of education and experience equivalent to a bachelor’s degree

The Cleveland Metropolitan School District (CMSD) serves approximately 37,000 students in 100+ schools. Over the past several years, the Greater Cleveland community has united behind the collective goal of ensuring every child in Cleveland attends a high-quality school and every neighborhood has a multitude of great schools from which families can choose. The Cleveland Plan defines CMSD’s approach to the reinvention of public education and holds our community accountable for the success of Cleveland’s schoolchildren. The Cleveland Plan is supported by Ohio House Bill 525, which provides much-needed flexibility and autonomy for the district and its schools. Our schools have autonomy over human and financial resources in exchange for accountability for

performance. The principal has primary responsibility and accountability for establishing his or her school as a high-quality, high-expectations academic center with a focus on personalized instruction, professional support for teachers, and school-wide practices that lead to measurable results.

The Cleveland Metropolitan School District has developed standards of excellence that the district applies to all parts of the organization inclusive of schools, principals, school leadership teams, networks, and central office. Alignment between Standards of Excellence (SoE) and the district’s Theory of Action helps ensure that principals are able to focus on scholar achievement and that central office supports are timely and effective.

Our Vision for Learning in a Post-Pandemic World