Lead, Data and IT-Support
Uncommon Schools
- New York City, NY
- $78,800-92,700 per year
- Permanent
- Full-time
- Efficient and Effective Root Cause Analysis: By quickly assessing and scoping problems, to determine the root cause quickly before making recommendations on the next steps
- Data transformation and manipulation: Applies knowledge of data structures to Uncommon systems (PowerSchool, Illuminate, SchoolMint, etc.) to assist with troubleshooting
- Data Management: Understands databases, how data elements are related to one another
- Data Request Support: Uses SQL to pull and prepare data requests for other teams (both internal and external to D&IT)
- Relationship/Use Case Management: be the face of the D&IT Team, and the bridge between the D&IT Team and schools; deeply understand stakeholders' goals and use cases for all ITSupport products and processes
- Trendspotting: Understand trends in the region and facilitate problem-solving using data skills above
- Troubleshoot: Work with Product Owners to troubleshoot Tier 3 issues
- Trendspotting: Understand trends in the region and facilitate problem-solving using data skills above
- Leader/Teacher: facilitates sessions with the rest of the ITSupport team to share Tier 2 knowledge on products and data skills
- Product Expertise: Develops expertise on the backend of products/applications, understands data relationships and connections
- Escalation: Serve as the escalation point for Tier 1/Tier 2 Support
- Troubleshoot: Work with Product Owners to troubleshoot Tier 3 issues
- Bachelor's Degree
- 4-5 years of professional experience
- 3-4 years of directly related experience
- Experience managing student information systems such as PowerSchool and Illuminate
- Working knowledge of help desk ticketing software (e.g. Zendesk)
- Experience managing policies and procedures to set best practices and deliver high quality support
- Ability to develop and execute on Communication plans for projects that span across time and teams
- Beginning knowledge of SQL and how to use data dictionaries to understand data structures
- Advanced skills in Excel and Google Applications (Sheets, Forms, etc.) with ability to use tools to manipulate/review data
- Demonstrated ability to diagnose issues, identify root causes, and implement effective solutions using tools above
- Experience developing systems for the team that improves the team's work quality and/or efficiency
- Proven ability to create and execute complex, detailed project plans from start to finish across multiple multiple teams
- Excellent customer service skills and ability to prioritize and communicate effectively with non-technical users
- Growth mindset and interest in giving and receiving feedback with the goal of constantly improving
- 3 days a week, in person in our central office located in the Financial District
- Travel to our other regions( Boston, Troy & Rochester) 1 a month
- 19 days of paid time off in addition to three weeks of paid winter and summer org-wide holidays
- Extensive, best-in-class training and development
- Choice of 3 comprehensive health insurance plans
- Pre-tax flexible spending and health saving accounts
- Financial planning & wellness
- 403(b) retirement savings program + employer match
- 529 college savings program
- Public Service Loan Forgiveness application assistance
- Financial planning tools and assistance
- Dependent Care FSA, back up childcare and daycare discounts, pet care insurance
- Paid leave of absence
- Fully paid parental leave
- Fully paid medical leave
- Additional paid Short Term and Long Term Disability insurance
- Mental health and counseling support + wellness benefits