Project Coordinator

The Project Coordinator position is key to the successful use of the Reflect and Learn System throughout the District. The Project Coordinator will serve as an interface between the IT Level 1 Service Desk and interfacing teams within CPS. This position will also serve as an Incident Manager, who will monitor the lifecycle of incoming Incident tickets, as well as, provide training as needed to end users.

This position will work closely with the Senior Project Coordinator in an effort to continue to build positive relationships with the vendor and functional interfacing teams. The Project Coordinator will also attend weekly conference calls with the vendor in addition to maintaining and distributing a weekly communication to the Instructional Effectiveness Specialist (IES) team.

Through trend analysis, the Project Coordinator will make recommendations on effective defect management and enhancements within RLS.

The following are expected day to day activities of the PC position:

• Provide excellent customer service to RLS end users and interfacing teams
• Assistance with the creation and delivery of training plans for End Users
• Manage the Lifecycle of incoming RLS Incident tickets
• Resolve incoming Interactions based on Knowledge Based Articles (KBA's) and other tools
• Refer tickets to appropriate Resolver Groups
• Update KBA's as needed
• Create process documentation

Qualifications:

• Must be a detail-oriented thinker exhibiting strong analytical and creative problem solving skills.
• Should have the ability to effectively communicate with end users, interfacing functional teams and upper management.
• Knowledgeable about organization and process structures.
• Excellent written and verbal communication skills.
• Proven ability to build positive working relationships within own team and other areas of business.
• Ability to assist Senior Project Coordinator on multiple simultaneous projects.
• Ability to work independently towards established goals.
• Strong conflict resolution, negotiating and influencing skills.
• Must be a team player with outstanding work ethic, interpersonal skills, flexibility, and ability to multi-task.
• Will possess the ability to work creatively and efficiently under stringent deadlines; should be able to self-direct and balance competing priorities and deadlines.
• Possess a willingness to learn new and complex methodologies within an evolving environment.

Education and Certifications Required/Preferred

• Bachelor's Degree or equivalent work experience required

Desired Experience

• Customer Service (3+ years)
• Previous IT Helpdesk (3+ years)
• Involvement in Team Projects (3+ years)
• Proficient with Microsoft Word & Excel
• Proficient with Online Ticketing Tools
• Demonstrated experience with Problem Resolution

Residency Expectation:

As a condition of employment with the Chicago Public Schools (CPS), an employee must be an actual resident of the City of Chicago or become a resident within six months of the date of his/her employment with Chicago Public Schools.