Consulting
Experience: Job Responsibilities
Train the customer’s technical staff to become self-sufficient and take ownership of the product and the issues that arise from it.
Provide the customer with information, training and assistance with Pearson products and any related products such as SQL Server, Crystal Reports,
Windows 2000 and backup software.
Install, configure and troubleshoot SQL Server, Chancery SMS and other Pearson products.
Troubleshoot LAN and WAN issues.
Implement a customer-focused backup solution.
Work with Support and Development to define the best possible solution to problems encountered on site and track and resolve issues through the support cycle.
Investigate software defects and submit reports according to defined procedures.
Raise product issues to the Chancery SMS team.
Effectively communicate software defects found in the field to other members of the team, Support and the Escalations teams
Assist in developing implementation procedures and tools, or do research related to applying future upgrades and to promote standardization.
Provide technical support to the other members of the Pearson SMS Project team.
Provide suggestions to the Pearson Project Manager on how the implementation process could be more successful.
Participate in the Site Assessment, Planning, Hardware Requirements and Verification, and/or Data Verification sessions when appropriate.
Keep abreast of current and new technologies used in school districts.
Assist with software upgrades
Assist with Customization Development and ongoing support (ie. data bridge code)
Provide or Suggest possible procedures/approaches to customization (ie. best way to export Test scores).
Required Skills
Minimum 3 year in a technical role. Example, IT, Software Support, Enterprise Support
MCSE with A+ certification for hardware
One to five years of Chancery SMS application knowledge an asset
Proven experience and/or training in relational databases and database connectivity
Strong verbal communication skills with a good level of spoken and written English
Strong analytical and evaluation skills
Proven project and time management skills
Flexible team-player, with excellent interpersonal skills
Proven self-starter with enthusiasm for learning new technologies
Desired Skills
Computer Studies or related technical degree an asset
Previous records management software experience (FileNET or similar products)
MCDBA or MCSE+I certifications.
Crystal Reports 8.5 and higher
General business knowledge of the software industry is an asset
General knowledge of a professional services organization (billing, time-tracking etc…)
Some programming background; .NET, VB, C++, HTML, XML would be an asset.
Required Experience
Minimum of 3 years experience in the IT industry.
SQL Server database administration skills required.
Hardware and software configuration skills required.
Understanding of TCP/IP networks.
Exposure to Macintosh environments.
Excellent communication and training skills.
A high level of professional demeanor with exceptional customer service focus.
Effective time management, documentation, and organizational skills.
Strong problem solving skills with proven resourcefulness in high-pressure situations.
Aptitude for providing positive customer service.
Technical writing skills.
Experience in K-12 Education and Student Information Systems an asset.
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