Lead, Data and IT-Support

Company Description

Uncommon Schools  is a nonprofit network of high-performing, public charter schools providing an outstanding K-12 education in historically under-resourced communities. We have proudly built schools that reflect our student population, with more than 60% of our teachers and staff across our network identifying as a person of color. Uncommon currently manages 53 schools serving more than 20,000 students in five cities: Boston, Camden, New York City, Newark and Rochester. We are proud that Uncommon graduates persist in and graduate from college at five times the rate of their peers nationally. We achieve this by offering strong academic, co-curricular, and social-emotional learning that prepares students for success in college and beyond.

Job Description

As a member of Uncommon’s IT Support team, the Lead will own and support work streams and processes that will help ensure the Team achieves its goals and objectives. Beyond technical and data knowledge, the Lead must have strong change management, planning, and communication skills in order to manage technology and processes at Uncommon’s scale and high standard. Star team members are focused, self-driven, fast, hold themselves and their work to a high standard, and own processes end to end. The Lead will report to the Director of IT, Support.

Tier 2 Data Expertise: Assists data analysis and management for the ITSupport Team by:

• 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 Management: Oversee successful processes and best practices for Relationship Managers to build and maintain relationships with School Operations staff 

• 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

Partner with regionally-based Associate Chief Operating Officers, school-based Directors of Operations

Tier 2/Tier 3 Troubleshooting:

• 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

Qualifications

Education Requirements:

• Bachelor's Degree

Experience Requirements:

• 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

Travel/ Schedule:

• 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

Additional Information