Uncommon Schools
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
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