Job Directory Change Management and Support Service Coordinator - Innovation Zone (13913)

Change Management and Support Service Coordinator - Innovation Zone (13913)
Brooklyn, NY

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Job Description

This title is in a civil service competitive class that is subject to examination. Position is only open to candidates who have permanent NYC civil service status as Customer Information Representative.

Position Summary: The Innovation Zone's iLearnNYC program brings online learning to New York City students. The Change Management and Support Service Coordinator will support the team by managing iLearnNYC access data, scheduling maintenance activities, managing digital content updates and change requests; will conduct research and consult with other Division of Instructional and Information Technology (DIIT) work groups to ensure that requirements and clients' needs are being met by providing support to users, creating various usage reports, and communicating with schools, vendors, and staff. Performs related work.

Reports to: Executive Director, iLearnNYC

Direct Reports: N/A

Key Relationships: Communicate with the Division of Instruction and Information Technology (DIIT), Implementation Managers, and online learning content vendor partners as well as serves as Subject Matter Expert (SME) for Change Management process for iLearnNYC.

Responsibilities

Customer Service

* Utilize the Automatic Call Director to handle calls from Tier I customer information representatives and speak with iLearnNYC users.
* Provide second-level telephone and email support to users to solve or escalate issues as appropriate.
* Monitor call center activity associated with the iLearnNYC program and provide reports as necessary.
* Utilize Helpdesk Support tool to receive escalated support cases, open new ones, and update or close existing cases. Filter and report features to aid in the analysis of iLearnNYC user issues.

Program and System Support

* Ensure that reference data and sources are updated and maintained regularly with Change Management processes within the iLearnNYC systems to include the learning management system and admin console.
* Recommend additional sources of information to improve service to clients and staff members.
* Work closely with clients and staff to determine issues and implements new procedures to rectify solutions and streamline work flow.
* Handle all inquiries regarding the learning management system; track and record issues and rectify with the appropriate vendor partners or DIIT.
* Ensure timely collection of all course content selections for each school participating in iLearnNYC. Match content selections within the iLearnNYC administrators' application in order to give iLearnNYC schools proper access. Produce and monitor usage reports to ensure high levels of iLearnNYC usage among all schools.
* Serve as the iLearnNYC point of contact for the admin console and learning management system and provide information and training to users and teammates: support program participant chairs in programming online courses in admin console, including registering students and teachers; and identify or modify iLearnNYC courses and related users in admin console.
* Manage content licensing issues within the program: track content vendor licensing to foster support for the usage of online learning program without overages; and track student usage, course access, and student progress at all participating schools.
* Administer the iLearnNYC learning management system and admin console application to ensure that all users have the necessary profile and access information, and that courses are aligned to current iLearnNYC offerings, including work with vendor parties and DIIT for maintenance and updates of our online learning program.
* Administer the iLearnNYC video conferences account, including maintaining and editing user accounts and working with partners for usage and custom reports.
* Assist students, teachers, school leadership, and iLearnNYC staff with the iLearnNYC program and maintain high availability to online learning platform. Troubleshoot problems logging into and accessing courses for students and teachers.
* Work with Implementation Managers to author communications to schools concerning the iLearnNYC program.
* Manage vendor relationships to provide the most current content and updates to system.
* Collaborate and manage DIIT relationships; serve as liaison for ATS, Single Sign On, Security, STARS, FAMIS, Galaxy, and other relevant offices.

Data Maintenance and Analysis

* Identify recurring user issues, work with DIIT and vendor partners to determine solutions. Work with LMS provider and analysts to develop or refine scripts to aid call center customer service representatives in resolving issues and increase the number of cases that are resolved without escalation. Maintain regular checkins with LMS provider.
* Work with iLearnNYC Implementation Managers to compile and maintain up-to-date documentation regarding participating teachers and single points of contact at the schools.
* Post items to:
* iLearnNYC landing page
* iLearn platform announcement
* Admin Console announcement



Administrative Support

* Identify vendor-related issues and work with vendor contacts to ensure proper short- and long-term solution paths. Communicate planned and unplanned Department of Education (DOE) and vendor service outages to iLearnNYC team, participating schools, and call center staff.
* Train staff to manage student accounts in the iLearnNYC administrators' application.
* Support Professional Development and training by:
* creating classes and materials in admin console to support teachers and students receiving P.D.; and
* conducting regular webinars for Admin Console training.


* Support remote training with login assistance, access to courses, and content.

Qualification Requirements:

Minimum

Position is only open to candidates who have permanent NYC civil service status as Customer Information Representative.

Plus

In addition to meeting the minimum Qualification Requirements, individuals must have an additional two years of satisfactory, fulltime experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology.

Preferred

* Experience with data systems.
* Experience with budget preparation and control.
* Ability to communicate effectively, both orally and in writing, with colleagues and constituents.
* Strong analytical and data analysis skills, including the ability to work with a variety of information systems and large and complex files, e.g., analyzing file structure, creating file layouts, and transforming raw data into finished products.
* Advanced proficiency in Microsoft PowerPoint, Excel, and Access. Ability to analyze data and provide various charts, and graphs. Extensive knowledge of pivot tables and advanced formulas.
* Experience working with large amounts of data and creating reports, and serving as a team leader.
* Focus on outcomes - a self-starter and creative problem solver who looks for solutions.
* Quick learner; detail-oriented with the ability to multitask, prioritize, and remain professional in demanding situations.
* Ability to collaborate effectively with colleagues at all levels of the organization.
* Ability to learn quickly and succeed in the rapidly changing environment.
* Team player capable of resolving organizational roadblocks.
* Knowledge of DOE Systems, e.g., iLearnNYC User Interface/Upcoming VLE platforms, and ATS.
* Internal candidates preferred.

Salary: $65,458+

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not make less than their current salary.)

Please include a resume and cover letter with your application.

Applications will be accepted until position through June 24, 2019 until 3:00 p.m.

NOTE: The filling of all positions is subject to budget availability.

This position is open to qualified persons with a disability who are eligible for the 55-a program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation. Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 1102, Brooklyn, New York 11201, or visit the OEO website at http://schools.nyc.gov/OEO

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