DCPS SME-ASPEN Trainer /QA (609024)

Contract with Government of the District of Columbia
DCPS – 1200 First Street NE, 9th Floor Washington, DC 20002
Position closes 12/03/2019

US Citizens or Green Card Holders Only

Short Description:

The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role that is uniquely designed to provide schools with expert knowledge and training on the Districts Aspen SIS functions and support the DevOps team in testing.

Skills/Required Years of Experience:

Master’s degree in IT or related field or equivalent experience (Required 10 years)
2 consecutive years of experience training DCPS School based users and central office users in Aspen SIS (Required 2 years)
Help desk ticket tracking systems (Remedy, HEAT, etc.) (Required 4 years)
Student Information System – SIS capabilities (Required 4 years)
Excellent customer service, communication, interpersonal skills (both written and verbal) (Required 12 years)
Producing training materials using video, Word, PowerPoint, and Camtasia, or Captiva (Required 10 years)
Ability to maintain professional communication skills when under pressure and exhibit a high level of patience. (Required 12 years)
Must have a wide range of skills and knowledge in computer software and an understanding for network applications. (Required 10 years)
Must have exposure to or experience in the education sector preferred. (Required 4 years)
1-5 yrs as SME in complex enterprise level projects (Required 4 years)
Must have Adobe Captivate (Required 4 years)

Complete Description:

Position Description:
The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role that is uniquely designed to provide schools with expert knowledge and training on the Districts Aspen SIS functions and support the DevOps team in testing and validation new SIS features. The analyst is responsible for providing in person training and support to schools and central office users. They will provide in person support and training, in addition to telephone and email support to the end-user community. This role provides resolutions for users, walks the user through a series of steps to determine the cause of a problem, updates systems to reflect users’ requests, and creates training resources to support the ongoing use of the system. The role ensures problem ownership and promotes end-user satisfaction.
Specific Duties

  1. Provide in person training to central office and school based staff (both at central office and at schools)
  2. Serves as the Tier II point of contact for support to resolve Aspen SIS user issues
  3. Delivers the highest level of customer service to users
  4. Logs user inquiries in a ticket tracking system. Daily reviews any open issues or requests from end-users and follow-up accordingly.
  5. Determines nature of obstacles and best DCPS staff to resolve, tracks and follows up until issue is resolved.
  6. Completes testing and user validation of Student Information System
  7. Creates and maintains training resources (manuals, reference guides, webinars) to support ongoing training.
  8. Provide office hours support at various sites
  9. Supports and carries out the Chancellor’s mission to transform DC Public Schools and close the achievement gap.
  10. Performs other related duties as assigned.

Required Skills and Experience

  1. Required: Must have either a minimum of 2 consecutive years of experience training DCPS School based users and central office users in Aspen SIS
  2. Required: Familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
  3. Required: Excellent customer service, communication, interpersonal skills (both written and verbal) with emphasis on providing high quality customer service within a team environment
  4. Required: Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
  5. Required: Must have a wide range of skills and knowledge in computer software and an understanding for network applications.
  6. Required: Must have exposure to or experience in the education sector preferred.
  7. Ability to quickly learn new processes and procedures
  8. Ability to work independently in a fast paced environment
  9. Must be extremely well organized and detail oriented
  10. Must be able to provide your own transportation to multiple school sites
  11. Must have thorough knowledge of Aspen SIS capabilities
  12. Must have at least two years of experience training DCPS users in Aspen SIS
  13. Familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.)

Short Description
1-5 years of experience. Provides assessments of technical and operational practices based on leading industry standards specific to the requested technology.
Complete Description
Responsibilities:

  1. Provides assessments of technical and operational practices based on leading industry standards specific to the requested technology.
  2. Plans, organizes, and conducts research in a variety of areas, such as new or existing products, science, social science, law or business in support of an IT initiative.
  3. Searches sources such as reference works, literature, documents, newspapers, statistical records, and other sources of information. May use Internet, Intranet, magazines, periodicals, journals, and other media to perform research.
  4. Analyzes information and statistical data to prepare reports and studies for use by professionals.

Background check is required, if selected for the position. There are no reimbursable expenses allocated to this position.

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