SIS Customer Service Representative (SY26-27)

SIS Customer Service Representative

The SIS Customer Service Representative plays a critical role in supporting the Boston Public Schools' Student Information System (SIS) and related technology services. This role provides front-line technical support to teachers, school leaders, and general users, ensuring timely and effective resolution of issues. By fostering strong relationships with stakeholders and delivering exceptional customer service, the SIS Customer Service Representative contributes to the district's mission of increasing student performance and operational efficiency.

The ideal candidate will exhibit technical expertise, problem-solving skills, and a commitment to collaboration and communication. This position serves as a liaison between OIIT and schools, ensuring the effective use of the SIS to meet academic and operational goals.

Responsibilities:

• Act as the first point of contact for SIS-related inquiries and technical support.
• Provide phone, email, and in-person support to troubleshoot and resolve user issues.
• Utilize creative troubleshooting techniques to identify and address root causes of technical problems.
• Maintain and update service tickets in the Kace ticketing system to ensure accurate tracking and resolution of issues.
• Escalate unresolved issues to appropriate internal teams or vendors as necessary.

• Serve as the technical point person for the SIS across schools and departments.
• Build and maintain positive relationships with BPS staff to promote effective collaboration.
• Support IT planning initiatives in schools and departments, focusing on the strategic use of technology.
• Act as a bridge between users and internal departments, ensuring clear and consistent communication.

• Support the configuration, maintenance, and optimization of the SIS to align with district policies and goals.
• Collaborate with OIIT teams to ensure system functionality and data integrity.
• Provide feedback and recommendations for SIS enhancements and upgrades based on user needs.

• Participate in ongoing professional development activities to stay current with SIS functionalities and best practices.
• Share knowledge and train users on SIS features and troubleshooting techniques.
• Develop and update documentation to support end users, ensuring clarity and accessibility.

Qualifications-Required:

• Applicants must have at least:
• (A) Four (4) years of full-time professional experience providing IT customer support in a large-scale environment, or
• (B) Any equivalent combination of the required experience and substitutions below.
• A certificate in a relevant field (e.g., ITIL, PMP) or coursework in Information Technology, Project Management, or related areas may be substituted for one (1) year of the required (A) experience.
• A Bachelor's degree in Computer Science, Management Information Systems, or a related field may be substituted for four (4) years of the required (A) experience.

Qualifications-Preferred:

• A Bachelor's degree in Computer Science, Management Information Systems, or a related field.
• Experience supporting Student Information Systems, such as Aspen, in a K-12 environment.
• Proficiency in IT systems and tools, including Student Information System (SIS, Aspen preferred) Google Workspace and ticketing systems.
• Strong communication and organizational skills with attention to detail.
• Commitment to continuous learning and professional growth.

Terms: Managerial, Tier C41.

Please refer to (under "Employee Benefits and Policies") for more information on salary and compensation. Salaries are listed by Unions and Grade/Step.

The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, or employment or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status, and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals' dignity or interferes with their ability to learn or work.