The Institute for the Study of Knowledge Management in Education (ISKME), an education non-profit, seeks a full-time employee to support our service partners and product team. As an organization, ISKME seeks to make education more participatory, equitable, and open, breaking down barriers through open-access digital libraries, professional learning, and educational research studies. ISKME is in service of educators and making their work more effective and efficient. We have a collaborative culture, and candidates should be comfortable providing (and receiving) feedback on work, as well as bringing a creative, problem-solving mindset to bear.
As a Platform Support Manager, this person will work as a liaison between ISKME’s internal platform team and the OER Services team to troubleshoot and manage tickets and support partners using our software-as-a-service offerings (online libraries of open educational resources (OER) called the hubs and microsites), ensuring that site implementations and bug remediation are completed on time and according to expectations. The chosen candidate will join our team of developers, product owners, designers, and librarian staff to implement projects that align with our organizational purpose.
As an organization, ISKME is applying Agile practices as we scale. This is an opportunity to impact that growth and work with the team as they expand. This position will report to the Senior Product Manager, Tools, and Platform, and work closely with the OER Services Partner Management Team to support the implementation of new SaaS sites, and assist new and existing service partners in their day-to-day platform ops.
Primary Role Responsibilities
- Support SaaS partner site production and maintenance, by configuring sites in our no code/low code tool sets, and logging JIRA tickets for work by the engineering team as needed.
- Act as a liaison between the platform product team and the SaaS partner management team by tracking progress towards ticket resolution, and communicating resolution priority and timeline to SaaS partners as determined by the platform product team.
- Own troubleshooting, triaging, routing, and responding to support tickets that have been escalated by SaaS partners and require technical support, including bug reports.
- Support SaaS partner training and onboarding by improving Help Center content, including developing and customizing Help Articles and Help Desk response templates.
- Identify ongoing and emerging trends across partner support needs, and use data-driven decision-making to develop and implement process improvements that positively impact the overall partner support experience.
Expected Skills and Competencies
Research indicates that applicants with marginalized identities are hesitant to apply for positions if they do not meet all of the required qualifications. We want to emphasize that the right candidate may not be an expert in all of these skills, but is willing to grow into them – and we are committed to helping them do so.
- Tier 2 support experience managing bug reporting, tracking, and communicating proactively with teammates and stakeholders
- 3-5 years experience working within agile SaaS teams and familiarity with agile sprint planning and prioritization processes
- Strong strategic thinking skills, with the ability to anticipate, communicate, and remediate blockers
- Comfort with using data analysis tools to analyze and assess trends, as well as the ability to translate findings into clear and accessible recommendations for process improvement
- Comfort working in a fast-paced environment with shifting priorities
- Ability to maintain cordial relationships with partners while holding firm on organizational timelines and priorities
- Familiarity with Django, basic HTML/CSS/Javascript, and WCAG Accessibility concepts a plus, but not required
- The most competitive applicants will be flexible, highly collaborative, and have familiarity or experience with instructional technology support, or general digital library service
- Relevant education and experience may be substituted as appropriate.
ISKME is committed to Equal Opportunity and does not promote or discriminate against any person, population group, or organization and is committed through its employment and hiring practices as well as in its provision of services to ensure that all employees and applicants as well as others receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical appearance, education background, language, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.
If interested in the position, please send: 1) a cover letter summarizing your skills, interest, and background as related to this position, and 2) a current CV or resume to jobs@iskme.org. Please indicate where you saw this job posting.
What You Can Expect from ISKME
- Benefits package (include health, dental, vision, mental; and other elected benefits).
- Training and support – our team will devote time to training you on our team tools and platforms.
- Opportunities for professional development, conferences, etc.
- This is a fully remote position. ISKME will offer a reimbursement to cover some home office expenses. However, the hired candidate will be required to bring your own device (laptop/tablet not provided).
- Background Checks: A background check will be required for the finalist(s) under consideration for this position.
