SIS Customer Service Representative (SY26-27)

REPORTS TO: Director of Customer Support & Services

POSITION OVERVIEW:

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 districts 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 Bachelors 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 Bachelors 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.

Required Experience:

Unclear Seniority