Requisition Number 18-2748
Title Production Support Coordinator
City Herndon State VA

Description
The Production Support Coordinator, Level 2 will provides advanced Tier 3 product support, troubleshooting, and application administration for existing K12 systems.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Identifies and escalates situations requiring urgent attention;
• Tracks and routes support issues and requests to the appropriate teams for resolution, identifying risks and business impacts;
• Manages issues through full software development lifecycle and reports status to stakeholders;
• Provides product support and training to internal customers;
• Completes assignments with minimal supervision and within schedule;
• Researches questions using available information/resources and advises users on appropriate actions;
• Helps improve systems and helps improve production support processes and procedures;
• Helps enforce company policies, procedures, and practices relevant to existing systems.
Requirements
MINIMUM REQUIRED QUALIFICATIONS:

• Bachelor's degree or higher, prefer Information Technology Management or computer science-related, AND
• Five (5) years of related experience, OR
• Equivalent combination of education and experience

Certificates and Licenses: None required; Certified Atlassian Jira Administrator and Certified Atlassian Confluence Administrator are preferred

OTHER DESIRED QUALIFICATIONS:
• Strong ability to coordinate, manage, and work in cross functional teams
• Strong ability to work across multiple job levels to achieve results
• Outstanding time management and organization skills
• Strong interpersonal abilities and proven track record working in a collaborative, team environment
• Strong ability to analyze and break down issues that affect both internal and external users and identify resolutions
• Advanced technical skills to design and create key metrics and other documentation for process improvement
• Advanced computer skills with working knowledge of Excel, Word, and PowerPoint products plus comprehensive skills supporting fundamental operations of software and hardware for servers and end user computers
• Advanced knowledge or experience in Atlassian Jira and Atlassian Confluence product administration or the equivalent
• Advanced knowledge or experience in Oracle Enterprise Business Suite product administration or the equivalent
• Knowledge or experience supporting user account and course provisioning for Learning Management systems
• Ability to prioritize and manage competing requirements, under pressure, and within aggressive timeframes
• Strong written and verbal communication skills.
• Strong problem-solving skills.
• Independent and self-driven.
• Ability to pass required background check.

• Please view Equal Employment Opportunity Posters provided by OFCCP here .