Overview:
About PowerSchool
At PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.
This role is part of the Technical Support Incident Manager team, responsible for driving client satisfaction by executing effective incident management processes and procedures, distribute communications to stakeholders and ensure timely restoration of service during high impact/ outages situations experienced by airline and agency customers with PowerSchool solutions. This role is a conduit between Technical Support and the CloudOps team focused on delivering strategic projects seeking improvements in solution/system health and overall remedial actions identified within support processes or teams. Recurrent interaction with PowerSchool executives, vendors or senior-level customer contacts will be required in the pursuit of the mentioned improvements and during the execution of the incident/ problem management processes. The IM role will have high visibility interaction within the Customer Experience organization, with cross-functional/organizational impact, ownership and experience opportunities.
Responsibilities:
Qualifications:
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Bachelor’s degree with a technical orientation, or equivalent experience/responsibility
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ITIL certification a plus but not mandatory. Future qualification required.
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4 years technical experience in supporting high availability solutions
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Solid command of English language and written skills
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Exposure to Advanced hardware and infrastructure echo systems
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Robust understanding of security protocols and procedure
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Ability to multi-task under pressure.
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Ability to think critically, analyze, listen, clarify, solve problems and work independently.
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Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations
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Proven sense of urgency, attention to detail and high sense of responsibility
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Data driven and eyes on glass experience
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Proven technical/functional knowledge of PowerSchool products, or equivalent.
EEO Commitment:
PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [email protected].
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