Program Coordinator

The Program Coordinator (PC) position is key to the successful use of the Reflect and Learn System. The PC is expected to undertake a variety of administrative and program management tasks while also carrying out important operational duties. The PC will serve as an interface between the IT Level 1 Service Desk and internal interfacing teams. This position will also serve as an Incident Manager/Service Delivery manager, monitoring the lifecycle of incoming Incident tickets/service requests. The PC will also provide training and create documentation as needed for end users.

This position will report to the RLS Project Manager, and is charged with building positive relationships with the vendor and functional interfacing teams.

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

• Provide excellent customer service to RLS end users (principals, APs, educators).
  
  
• Assist with the creation and delivery of training plans for End Users.
  
  
• Manage the Lifecycle of incoming RLS Incident tickets/Service Requests via various tools.
  
  
• Attend bi-weekly conference calls with vendor.
  
  
• Through trend analysis, make recommendations on effective defect management and enhancements within RLS.
  
  
• Create Excel-based reports summarizing evaluation completion and rating levels.
  
  
• Refer tickets to appropriate Resolver Groups.
  
  
• Establish and update Knowledge Base, as needed.
  
  
• Create process documentation, as needed.
  
  
• Assist with communication plans.
  
  
• Become familiar with organization goals and process structure.
  
  
• Additional tasks as defined by the RLS Project Manager.
  
  

Qualifications:

• Proven experience as a program coordinator or relevant position.
  
  
• Knowledge of development procedures.
  
  
• Tech savvy, proficient in Google suite of products.
  
  
• Keyboarding skills.
  
  
• Detail-oriented thinker exhibiting strong analytical and creative problem solving skills.
  
  

• Ability to effectively communicate with end users, interfacing functional teams and upper management.
  
  
• Excellent written and verbal communication skills.
  
  
• Ability to build positive working relationships within own team and other areas of business.
  
  
• 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.
  
  
• Ability to work creatively and efficiently under stringent deadlines; should be able to self-direct and balance competing priorities and deadlines.
  
  
• Willingness to learn new and complex methodologies within an evolving environment.
  
  

Education and Certifications Required/Preferred:

• Bachelor's Degree or equivalent work experience required
  
  
• Process Improvement Methodology Certification Preferred (i.e. ITIL, Six Sigma, etc.)
  
  

Desired Experience

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