Product Solutions Specialist

Product Solutions Specialist

This position is open until filled with an initial application review to take place on July 27, 2026. The starting salary range for this position is $6,006.00 - $6,510.00 per month depending upon qualifications and is non-negotiable.

Function of the Unit

Academy for Professional Excellence, a project of San Diego State University School of Social Work, was established in 1996 with the goal of revolutionizing the way people work to ensure the world is a healthier place. Our services integrate culturally responsive and recovery-oriented practices into our daily work to promote healing and healthy relationships. Providing approximately 50,000 learning experiences to health and human service and justice system professionals annually, the Academy provides a variety of workforce development solutions in Southern California and beyond. With seven programs, three divisions and over 100 staff, the Academy's mission is to provide exceptional learning and development experiences for the transformation of individuals, organizations, and communities.

As a member of the Academy team you will be engaging in communal development of heart, mind, and practice. You are expected to foster culturally responsive practice behaviors to promote well-being and a culture that focuses on healing, healthy relationships and changed behaviors.

The Academy's Product & Web Solutions (PWS) Team is part of the Systems Department under the Finance and Business Services Division. The Product & Web Services Team is an integral partner with Academy staff to provide product development, implementation, policy and procedural governance, training, and ongoing operational support to the Academy's business process management software solutions within the Academy. Products include, but not limited to, Zoho One, Access PlanIt (Training Management System), Academy Website and Happeo (Academy Intranet).

Responsibilities

Under the general direction of the Product & Web Solutions Supervisor, the Product Solutions Specialist is responsible for participating in program and division strategic work on Academy products and systems. The Product Solutions Specialist develops and manages partnerships across the Academy and leads these partnerships throughout the technology solution project lifecycle. The Product Solutions Specialist is responsible for supporting the technical solution needs of the Academy connected to product development, implementation, procedure and policy management, training, and vendor liaisons.

This is a 40 hour a week hybrid with remote flexibility position, typically working M-F from 8:00 to 4:30 p.m. and is based on contract funding subject to annual renewal. The position may be subject to intermittent overnight travel and work shifts outside of normal business hours, including weekends and evenings if needed.

This position requires that you reside within California throughout the duration of your employment and live within a commutable distance from the worksite your work supports. Positions are typically assigned to either our Riverside or San Diego office for any on-site work.

Note: some duties may include working with and/or exposure to sensitive/traumatic topics or material dealing with child abuse, abuse against older adults and adults with disabilities, and/or issues and scenarios related to mental health, substance use, or racism.

The Academy is a project of the San Diego State University Research Foundation, which is grant-funded and serves as an auxiliary to the University. The Academy is based near, but not on campus, and does not have direct responsibilities for working with or teaching college students.

The Academy is currently going through a reclassification process. If this position's classification changes during this process, it would not change the role, responsibilities, or compensation of the position.

Product Solutions Development and Implementation (65%)

• Initiate and lead the development, implementation, and continuous improvement processes across all business product solutions within the Academy.
• Manages a portfolio of technology solution projects throughout the acquisition and implementation lifecycle.
• Review all incoming technology requests
• New technology platform requests.
• Existing technology enhancement requests.
• Connect with Academy Staff to understand their technology requests and offer recommendations based on assessment.
• Help to maintain a catalogue of technology tools and solutions available to Academy Staff and provide guidance on their appropriate use.
• Participate in technology acquisition process
• Defining minimum and preferred business requirements.
• Creating vendor evaluation form.
• Meeting with potential vendors for product demonstrations.
• Participate in vendor solutions review.
• Participate in vendor solution decisions.
• Implementation
• Participate in making project scoping and prioritization recommendations.
• Partner with Academy staff to determine project team members as well as define clear roles and responsibilities for the project team.
• Develop plans to ensure product solutions become sustainable business operations that benefit our overall organizational strategy.

Product Administration Support (30%)

• Policy and Procedural Governance
• Lead overall product system administration policies and procedures.
• Guide Academy teams on creating operational policies and procedures related to business product solutions in adherence to overall product system administration policies and procedures.
• Participate in the development and monitoring of data quality assurance and data cleaning procedures.
• Training and Development
• Create and lead training plans for business product solutions during the implementation phase.
• Create ongoing business product resources for Academy Staff and external partners.
• Ongoing Operational support
• Help define and manage vendor support Service Level Agreements (SLAs) for business product applications.
• Lead efforts to manage vendor product support with the product support team as well as lead liaison efforts with vendor support to ensure SLAs are performed to Academy standards.
• Provide high level support with vendor support when needed.

Other Duties As Assigned (5%)

• Perform other duties as assigned which are in the best interests of the Academy for Professional Excellence.
• Travel to off-site locations for Academy and Program meetings (primarily in Riverside and San Diego).

Qualifications & Special Skills

Knowledge and Abilities:

• Ability to work in a team setting & relate well to others within the Academy for Professional Excellence environment
• Ability to effectively handle interpersonal interactions at all levels of the organization
• Ability to interact effectively with co-workers, partners, and professionals
• Ability to understand and follow posted work rules and procedures
• Ability to display motivation and strong interpersonal skills
• Ability to display organization and meet deadlines
• Ability to display good judgment and critical thinking skills
• Ability to demonstrate a high level of cross-cultural sensitivity
• Fundamental written and oral communication skills, including a sound foundation in English grammar, spelling, and punctuation
• Basic foundation of knowledge and skills in technical information systems and application program packages
• Working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods
• Basic understanding of networks, data communication, and multimedia systems
• Demonstrate understanding of the benefit products provide, be able to articulate the specific problems it's solving, and be able to tie product metrics to business goals in a compelling way
• Ability to balance business objectives and customer needs
• Ability to identify issues, opportunities and efficiencies
• Ability to create effective and efficient solutions
• Ability to develop and communicate policies and procedures
• Ability to interact effectively with co-workers, clients and study participants
• Ability to communicate effectively, both orally and in writing
• Ability to display organization, meet deadlines, display detail orientation, possess good judgment and common sense

Qualifications

Minimum Qualifications

• Bachelor's degree in computer science, information systems, educational technology, communications, or related field or similar certified coursework in applicable field of study.
• Two (2) years of progressively responsible work experience.

Preferred Qualifications

• Administrator-level experience managing and developing solutions for a CRM, database management