Specialist III – IT Business Intelligence bei Fort Worth ISD

Provides Tier I and Tier II end-user support for all Business Systems applications including ERP, Timekeeping, and Transportation systems with a high level of customer centric service, follow-through and timely resolution. 

ESSENTIAL JOB FUNCTIONS 

• Administers access to all Business Systems applications including user additions, changes, moves, and deletions adhering to defined Service Level Agreements and access policies including “Principle of Least Privilege” and “Segregation of Duties”. 
• Monitors and proactively addresses end-user system issues submitted via email, phone, or the District’s ticketing system maintaining a high-level of customer centric service and issue resolution. 
• Provides Tier I and Tier II end-user support, troubleshooting, and diagnosing, implementing corrective actions in order to resolve application problems/system issues. 
• Acts as a customer liaison with the Technology team and/or external resources (such as Application Vendors) to communicate, research, and initiate the resolution of end-user problems/systems issues. 
• Works on Business Systems projects as needed to implement security best practices and maintain audit compliance.  
• Participates in the unit testing of software fixes, upgrades, and issue resolutions to confirm accuracy and ensure readiness for production deployment. 
• Develops system documentation and training materials as needed. 
• Maintains and updates a troubleshooting guide to reflect a living document of troubleshooting steps for system issues. 

Personal Work Relationships 

• All Fort Worth ISD employees must maintain a commitment to the District’s mission, vision, and strategic goals. 
• Exhibits high professionalism, standards of conduct and work ethic. 
• Demonstrates high quality customer service; builds rapport/relationship with the consumer. 
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations. 

Other Duties as Assigned 

• Performs all job-related duties as assigned and in accordance to the Board rules, policies and regulations.  All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required. 

Knowledge, Skills & Abilities 

• Knowledge of District policies, procedures, and regulations. 
• Knowledge of essential District business functions such as purchasing, payroll, and budget. 
• Knowledge of computers, tablets, hand-held devices, and peripherals, and proper integration into business processes. 
• Skill in critical thinking; using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. 
• Skill in interpersonal relationships, including using tact, patience, and courtesy. 
• Skill at the intermediate level, working with Microsoft Office 365, especially Outlook, PowerPoint, Excel, and Word. 
• Ability to provide Tier I and Tier II end-user support, troubleshooting, diagnosing, and implementing corrective actions. 
• Ability to work in a team environment, including teams from other departments. 
• Ability to exercise discretion regarding matters of a sensitive or confidential nature. 
• Ability to work with all levels of staff and outside vendors while providing exceptional customer service. 
• Ability to multi-task, initiate, and work independently in a fast-paced office environment while maintaining attention to detail and quality. 
• Ability to use software to access databases, email, create spreadsheets, and do word processing. 
• Ability to analyze, organize and prioritize work while meeting multiple deadlines. 
• Ability to communicate effectively, both oral and written forms. 
• Ability to engage in self-evaluation with regard to performance and professional growth. 
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work. 

Travel Requirements 

• Travels to school district buildings and professional meetings as required. 

Physical & Mental Demands, Work Hazards 

• Tools/Equipment Used:  Standard office equipment, including computer and peripherals; standard instructional equipment. 
• Posture:  Prolonged sitting, moderate standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting. 
• Motion:  Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching; moderate walking. 
• Lifting:  Occasional light lifting and carrying (less than 15 pounds). 
• Environment:  Works in an office setting; occasionally requires irregular and/or prolonged hours. 
• Attendance:  Regular and punctual attendance at the worksite is required for this position. 
• Mental Demands:  Maintains emotional control under stress; works with frequent interruptions. 
• Emergency Response:  Responds to emergency work requests and works unexpected overtime with limited or no advanced knowledge. 

Minimum Required Qualifications 

• Education: (see below for combinations of education and experience accepted). 
• Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required; 
• Bachelor’s degree from accredited college or university in Computer Science, Management Information Systems (MIS), or related field preferred. 
• Certification/License:  None. 
• Experience: (see below for combinations of education and experience accepted). 
• 3-5 years’ ERP and systems support experience required; 
• ERP/Systems Support experience includes: 
• Experience providing end-user support for ERP and Timekeeping Systems (Munis and Kronos preferred); 
• Experience providing Tier I and Tier II technical end-user support; 
• Experience with business operations such as finance, purchasing, accounts payable, timekeeping/payroll, and/or human resources; 
• Experience with software implementations and upgrades; 
• Experience developing system and end-user training and documentation. 

Approved combinations: 

Education ERP/Systems Support Experience 

HS/GED/TxCHSE 5 years 

Associate’s degree in CS/MIS 4 years 

Bachelor’s degree in CS/MIS 3 years 

This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.