Application Support Analyst

KIPP Texas Public Schools is a nonprofit public charter school network, dedicated to preparing students in educationally underserved communities for college success and choice-filled lives. Today, KIPP Texas operates 59 public charter schools educating over 31,100 students across four regions – Austin, Dallas-Fort Worth, Houston, and San Antonio. KIPP Texas is part of the national KIPP network of 255 college-preparatory public charter schools in 20 states and the District of Columbia. KIPP schools are part of the free public school system and enrollment is open to all students. Nationwide, KIPP students complete four-year college at a rate of 36 percent, comparable to the national average for all students and approximately three times higher than the average of students from low-income families.

You can see all our job opportunities at https://kipptexas.org/join-our-team/.

The Opportunity

The Application Support Analyst reports to the KTX Director of Information Systems & Applications. The Application Support Analyst is responsible for supporting and maintaining a variety of technical data and application solutions. In addition, this role is responsible for a wide array of application support tasks, including but not limited to: assisting departments in the onboarding and set-up of new applications, configuring new and existing applications, documenting systems, interacting with software vendors, providing end-user support, training, and day-to-day system maintenance.

Key Responsibilities

Functional Accountabilities

• Serves as technical lead for the implementation of assigned business or educational applications; including: successful planning, development, implementation, and support.
• Documents system requirements, policies and procedures, training materials and communication plans related to new implementations.
• Develops working knowledge of existing applications and business processes in order to provide support to internal customers with a strong focus on high quality customer service and satisfaction.
• Acts as technical liaison with application vendors to ensure application-related issues and problems are resolved in a timely and professional manner.
• Defines potential improvements to resolve errors, prevent recurrence of problems, or improve system reliability.
• Undertakes knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
• Builds a collaborative relationship with departments, faculty, school leaders, and other key stakeholders.
• Prioritizes and schedules assigned support activities and tasks.
• Completes special projects or tasks assigned by manager.

Service Delivery

• Adheres to IT application standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.
• Evaluates and interprets requirements of key business stakeholders and application users to develop and implement solutions.
• Resolves IT application-related issues, service requests and problems in a timely and efficient manner.
• Provides timely communication to users on the status of their service requests and incidents.
• Provides progress reporting for all assigned projects including estimates, risk analysis, and time spent.

Skills

• Ability to perform effectively in a dynamic and complex operating environment.
• Excellent planning and organizational skills and demonstrated ability to manage multiple competing priorities and assignments.
• Strong communication and interpersonal skills, with an ability to communicate effectively and professionally; including, the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
• Experience with databases, Microsoft SQL server, G Suite, and Student Information Systems especially Skyward/Qmlative preferred.
• Skilled in IT problem diagnosis and resolution.
• Ability to produce clear written materials.
• Team oriented mind-set.
• Customer focused and goal orientated with keen attention to detail.
• Alignment with KIPP Texas's mission and core values.

Qualifications

• Bachelor’s degree in Management Information Systems, Information Technology, a related field, or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired.
• Two to five years of professional experience in application support or a similar role.
• Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) certification preferred.
• Experience working in a school district, non-profit or government agency is a plus.

Compensation and Benefits:

In addition to a competitive salary scale, a part of KIPP Texas’ competitive benefits options, KIPP offers all employees an $0 HMO plan for the employee only. In addition to our $0 plan, KIPP provides a $600 employer contribution towards a Health Savings Account and a variety of other supplemental benefits such as Dental, Vision, Short and Long-Term Disability, Pet Insurance, Life, etc.