Description

Application Support Specialist II
This role is fully remote

SUMMARY:

The Application Support Specialist II is a member of the IBIS Systems, Capabilities, and Support Team (ISCS) and is primarily responsible for the configuration of item bank and review tool applications as a critical part of the assessment development process for NWEA. The Application Support Specialist II is a key contributor to supporting internal customers and the business in their use of the applications to develop items and forms for our partners. The Application Support Specialist II has experience with web-based systems configuration, preferably in the use of item banks and review tools in educational assessment, with a proven ability to work on multiple programs simultaneously in a high-stakes and fast-paced environment.

The Application Support Specialist II reports to the Manager, IBIS Systems, Capabilities, and Support Team and serves as their backup as needed, including acting as the primary point of contact in their absence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Item Bank and Review Tool Configuration
  • Own and manage configuration process and workflow for program configuration, classification schemes, starter content, item shell creation, scoring scale and guide, scoring notes, and bulk metadata updates
  • Facilitate end user/stakeholder configuration meetings
  • Gather and document specifications and maintain an archive for documents
  • Implement configuration into item banks and review tools
  • Intake, analyze, and process change requests to system configuration
  • Analyze and identify additional configuration opportunities to improve quality and efficiency for the assessment development process
  • Provide real-time virtual support for teams prior to and during partner-facing events
  • Cross-train on other team responsibilities

• Customer Inquiry Management
  • Intake, triage, troubleshoot, and resolve assigned inquiries
  • Track status of inquiries and collaborate with other teams as necessary to facilitate inquiry resolution and process requests
  • Create and track third-party tickets
  • Identify and escalate inquiries
  • Adhere to established Service Level Agreements for inquiries
  • Participate in daily stand-up and triage meetings
  • Working with internal partners, develop and maintain data contracts as necessary.
• Process and Policy Development Lead for Metadata in IBIS
  • Working with internal partners, lead policy and process development for metadata placement changes; also lead the development of supporting documentation and rollout of policy and process to staff.
  • Intake all metadata placement change requests. Analyze all requests and facilitate standardization of metadata across programs with internal partners.
  • Process approved metadata placement changes to include database cleanup as necessary and bulk importing of new metadata.
  • Maintain meticulous files for policy, process, and change requests.
• Designated Data Steward for Test Maps in IBIS
  • Gatekeeper for all changes to Test Maps.
  • Working with internal partners, develop and maintain data contracts as necessary.
• Training and Documentation
  • Train and support end users on the use of configuration-related functionality in the user interface
  • Identify opportunities to create and improve training documentation
  • Support efforts to create documentation specific to the tasks and processes owned by the SCST team, and make recommendations for improvements
  • Process documents through the workflow in Document Management System

• Leadership
  • Serve as the primary point of contact to partners in absence of the Manager
  • Demonstrate leadership, communication, and team-building skills

EDUCATION REQUIREMENTS:

• Some college or equivalent experience

MINIMUM EXPERIENCE, KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

• 2 years of experience configuration of web-based applications
• 2 years experience in web-based application support
• 1 years experience using JIRA application
• Experience with item banks and review tools in educational assessment preferred
• Previous supervisory experience preferred
• Proficient skills in Microsoft Word and Excel
  • Excellent organizational skills with attention to detail and quality
• Proven ability to multi-task and prioritize tasks
• Excellent interpersonal, listening, speaking, and writing skills
• Ability to work independently
• Ability to work with team members virtually

About Us...

NWEA® is a research-based, not-for-profit organization that supports students and educators worldwide by creating assessment solutions that precisely measure growth and proficiency-and provide timely data to help tailor instruction. For more than 40 years, NWEA has developed innovative pre-K-12 assessments, including our flagship interim assessment, MAP® Growth™; our progress monitoring and skills mastery tool, MAP® Skills™; and our reading fluency and comprehension assessment, MAP® Reading Fluency™. Educators trust our professional learning offerings to accelerate student learning and our research to support assessment validity and data interpretation. More than 11 million students in 146 countries use our solutions to support their learning and growth each year.

What we can offer you...

At NWEA we not only offer a competitive base salary, we offer a 15% contribution of eligible employees' base salary to a defined contribution 403(b) retirement savings plan; career development opportunities; an awesome work culture and environment; we also offer industry leading benefits and perks that are focused on supporting our employees' holistic wellbeing. To learn more about what we can offer more, click here.

NWEA strives to make diversity, equity, inclusion, and accessibility (DEIA) practices the center of our work. Our organization's mission, Partnering to Help All Kids Learn, is the foundation for our DEIA commitment as we work to reflect, value, and support the educators, students, colleagues, and communities we serve. We seek to empower and engage all stakeholders in the research, services, solutions, and products we provide, our organizational culture, and the partnerships we establish with schools, districts, states, and countries.

NWEA™ endeavors to make www.nwea.org accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please call us at (503) 624-1951 or e-mail us at [email protected] and let us know the nature of your request, your location and your contact information. This is for accommodation requests only and cannot be used to inquire about the status of applications.

NWEA™ is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please visit our website.

If you'd like more information on your EEO rights under the law, please visit the EEOC website