1. SCRIC Functional Org Chart
District Administration
End Users
On-site at
School District
Field Support Specialists I
Field Support Specialists II
On-site at
Multiple
Districts
Service
Management
RIC/Managed Services Coordinators
Assistant Coordinators of
Managed Services
Purchasing
Inventory/ Asset Management
Budget Management
Human Resources
Travel & Expenses
General Business
Application
Specialists
Systems Analysts
Network Specialists
Service Desk Analysts I
App-Specific
Programmers
Multi-disciplinary
Programmers
Service Desk Analysts II
Application Coordinators
Network Engineers
ITSM Analyst
Assist. Coord of
Service Desk Operations
Coordinator of Application Services
Coordinator of Engineering
Coordinator of Tech Infrastructure Services
Coordinator of
Service Desk Operations
Coordinator of Field Operations
Service Desk
Center Support
Engineering & Applications
Level
2 & 3
Level 1
Service Operations
ESCALATION

2. Field Support Specialist I
The Field Support Specialist is the face of the SCRIC Managed IT Service – the responder who interacts face-to-face with customers. The Field Support Specialist troubleshoots, diagnoses and resolves Level 1 support requests in a friendly, professional manner that is respectful of the instructional mission of the school.
Field Support Specialist I
Civil Service Titles: Systems Training Assistant, PC LAN Tech
ITPA Titles: Systems Training Assistant I, PC LAN Tech I
Job Duties:
Provides hands-on comprehensive Level 1 technical support on-site at school districts for the resolution of technology incidents, problems and service requests for end-users of SCRIC services in accordance with SCRIC service level agreements.
Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, systematic troubleshooting and incisive individual judgment to ensure outcomes of customer satisfaction.
Takes ownership of all customer interactions and effectively communicates to end users using appropriate follow-through. Provides timely feedback to customers via face-to-face interactions, phone, , or other forms of communication.
Assists the Service Desk and Engineering and Applications teams with remote diagnosis and resolution of issues. Acts as a hands-on support specialist for these teams when on-site intervention is needed.
Accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Efficiently escalates issues that cannot be resolved at the Level 1 support level to Engineering and Applications teams for Level 2/3 support. Ensures that all required information for escalation is documented in the service management system and documented escalation methods are complied with.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Assistant Coordinator of Field Operations.
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
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3. Field Support Specialist II
The Field Support Specialist II is the field team lead at a school district who ensures that work is organized, distributed resolved within SLA timeframes. The Field Support Specialist II maintains an awareness of all open tickets at his or her assigned district, focuses the local field team to fulfill service needs and escalates issues as necessary.
Field Support Specialist II
Civil Service Titles: Systems Training Assistant, PC LAN Tech
ITPA Titles: Systems Training Assistant II, PC LAN Tech II
Job Duties:
Acts as central on-site support contact at one MITS school district location for RIC services provided to that district. An Assistant Coordinator of Field Operations may coordinate the work of multiple Field Support Specialist II’s.
Assists in the coordination of local Field Support Specialist I’s in conjunction with the Assistant Coordinator of Field Operations. Acts as the service operations liaison by identifying existing and potential on-site issues and communicating them to the Assistant Coordinator of Field Operations, as appropriate.
Evaluates, prioritizes and assigns service requests, incidents and problems and organizes the work of the on-site field team. Aggressively delivers timely, effective and proactive service that is focused toward meeting service levels and operational directives.
Regularly communicates with the Assistant Coordinator of Field Operations regarding on-site conditions, work load and staff availability so that proper staffing adjustments can be made by management to provide coverage.
Maintains a sense of urgency to deliver service for demanding customers.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Works with Service Desk and Engineering and Applications teams to complete project tasks, resolve problems and facilitate other initiatives including installations, imaging and preventative maintenance.
Acts as primary on-site responder for high and critical priority incidents, problems and service requests.
Monitors on-site performance metrics and service level compliance and regularly reviews performance statistics with the Assistant Coordinator of Field Operations and local Field Support Specialists.
Acts as the SCRIC site ambassador and is responsible for integrating process changes into local operations. Drives user satisfaction with SCRIC services as they are delivered on-site.
Establishes strong customer relationships with end users, district administration, the SCRIC Service Desk and SCRIC management.
Solicits ongoing feedback on the effectiveness of current processes and services, and identifies business requirements of customers.
Interprets customer feedback for SCRIC continuous improvement efforts and communicates feedback to the Assistant Coordinator of Field Operations.
Ensures that regular system maintenance is performed effectively and proactively with minimal downtime and negligible effects on users.
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4. Assistant Coordinator of Managed Services
Civil Service Titles: Systems Training Assistant, PC LAN Tech
New ITPA Titles: Systems Training Assistant III, PC LAN Tech III
The Assistant Coordinator of Managed Services assists with the mobilization of field teams at multiple districts and assists the Managed Service Coordinator with planning and management activities. The Assistant Coordinator of Managed Services takes ownership of complex problems and tasks that arise from his or her assigned districts and coordinates with RIC teams to respond appropriately.
Job Duties:
Directly assists the Coordinators of Managed Services and Field Operations with the coordination of daily activities of Field Support teams.
Communicates regularly with the Managed Service Coordinator regarding the state of service operations, providing the critical linkage between Service Operations and Service Management for an assigned set of school districts.
Interacts with school district VIPs and executive-level staff, ensuring that issues are resolved quickly and in a professional manner.
Ensures that users are provided efficient and timely Level 1 IT support and efficient escalation to Engineering and Applications for Level 2/3 support, if required.
Motivates high levels of performance and promotes excellent customer service among assigned Field Support teams. Creates a climate of urgency to deliver service for demanding customers, emphasizing productivity and customer satisfaction.
Ensures that assigned Field Support teams adhere to established procedures to meet service level targets.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Coordinates with Engineering and Applications teams, the Coordinator of Field Operations, Field Support teams and customers to facilitate allocation of resources, facilitate the resolution of complex problems and the execute project tasks.
Maintains a deep knowledge of SCRIC services and presents a knowledgeable and professional image of the SCRIC to partner school districts.
Develops a deep understanding of partner school districts’ businesses, IT systems and processes. Identifies opportunities within assigned school districts where SCRIC services and applications may provide a good fit.
Develops and manages relationships with key individuals and top decision makers at partner school districts.
Proactively identifies service issues or internal school district changes that may put SCRIC services ‘at risk’. Facilitates communication between Managed Service Coordinator and district administration so appropriate solutions can be negotiated.
Attends district technology meetings with the Managed Service Coordinator and provides assistance on matters related to SCRIC service management.
Ensures that users are proficient in using RIC services by identifying user training needs and passing information on to appropriate RIC teams.
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5. Coordinator of Field Operations
Civil Service Titles:
Computer Services Coordinator, IT Project Coordinator
ITPA Titles:
The Coordinator of Field Operations coordinates the day-to-day activities of all field support teams to ensure coverage to meet service levels. The Coordinator of Field Operations continually monitors on-site team performance, maintains an awareness of all open high priority/profile issues and facilitates resolution by bringing appropriate SCRIC resources to bear.
Job Duties:
Coordinates the day-to-day service operations activities of all SCRIC Field Support teams.
Forecasts manpower requirements at MITS school districts and the SCRIC Service Desk and schedules, mobilizes and shifts resources as necessary to maintain established service levels. Ensures coverage during normal business hours, after hours and on-call support as required.
Coordinates with local school district administration and Field Support Staff to accommodate on-site activities associated with SCRIC projects.
Coordinates on-site summer work activities including preventative maintenance and imaging.
Maintains awareness of all field site problems and high/critical priority incidents and is personally involved in the management and resolution of these issues and communication with customers.
Ensures users are provided efficient and timely Level 1 IT support and efficient escalation to Level 2 and 3 support resources, if required. Coordinates and negotiates with appropriate SCRIC business units and external service providers to facilitate allocation of resources to speed resolution.
Motivates high levels of performance and promotes excellent customer service throughout the SCRIC operations teams. Creates a climate of urgency to deliver service for demanding customers, emphasizing productivity and customer satisfaction.
Ensures that service operations teams adhere to established procedures to meet service level targets.
Participates in the development of strategic and tactical process changes and assists in integrating these changes into SCRIC service operations.
Provides recommendations regarding the SCRIC’s IT service management system (Service-Now) to continually enhance the product to improve customer service and performance measurement. Works with the ITSM Analyst to develop reporting and workflow solutions.
Monitors Service Desk and on-site field team performance through the assessment of SLA and key performance indicator (KPI) data. Produces regular reports (both internal and external) related to service performance and makes adjustments to provide better service.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Interacts with VIPs and executive-level staff, ensuring that issues are resolved quickly and in a professional manner.
Assists SCRIC management in mentoring service operations employees so they attain the technical and customer services skills along with experience necessary to perform independently and attain further career progression goals.
Works with SCRIC units to develop and continually update Level 1 Support expectations and training material for service operations staff. Coordinates training sessions to improve technical and troubleshooting skills to enhance Level 1 support services.
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6. The Service Desk Analyst I exercises excellent customer service, problem solving and troubleshooting skills to resolve end user requests as efficiently as possible. The Service Desk Analyst I maintains specialized knowledge in one specific service/application area and serves as a Level 1 technical support expert for that area.
Service Desk Analyst I
Civil Service Titles: Systems Training Assistant, PC LAN Tech
ITPA Titles: Systems Training Assistant I, PC LAN Tech I
Job Duties:
Provides comprehensive Level 1 technical support on the Service Desk for the resolution of technology incidents, problems and service requests for end-users of SCRIC services in accordance with service level agreements.
Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, systematic troubleshooting and incisive individual judgment to ensure outcomes of customer satisfaction.
Takes ownership of all customer interactions, effectively communicates to end users using appropriate follow-through, and logs all customer communications. Provides timely feedback to customers via phone, , or other forms of communication.
Accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Maintains a base knowledge of major desktop concepts, common applications and a broad understanding of all SCRIC services and associated business units and staff.
Manages and triages multiple incoming priorities by understanding established service level requirements and being highly resourceful in leveraging available SCRIC staff, knowledge and documentation.
Efficiently escalates issues that cannot be resolved at the Level 1 support level to Level 2 and 3 support teams, as required. Ensures that all required information for escalation is documented in the service management system and documented escalation methods are complied with.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Coordinator of Service Desk Operations.
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
Maintains specialized knowledge in one specific service/application area and serves as a Level 1 technical support expert for that area.
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7. Service Desk Analyst II
The Service Desk Analyst II exercises excellent customer service, problem solving and troubleshooting skills to resolve end user requests as efficiently as possible. The Service Desk Analyst II maintains specialized knowledge in multiple service/ application areas and serves as a Level 1 technical support expert for those areas.
Service Desk Analyst II
Civil Service Titles: Systems Training Assistant, PC LAN Tech
ITPA Titles: Systems Training Assistant II, PC LAN Tech II
Job Duties:
Provides comprehensive Level 1 technical support on the Service Desk for the resolution of technology incidents, problems and service requests for end-users of SCRIC services in accordance with service level agreements.
Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, systematic troubleshooting and incisive individual judgment to ensure outcomes of customer satisfaction.
Takes ownership of all customer interactions, effectively communicates to end users using appropriate follow-through, and logs all customer communications. Provides timely feedback to customers via phone, , or other forms of communication.
Accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Maintains a base knowledge of major desktop concepts, common applications and a broad understanding of all SCRIC services and associated business units and staff.
Manages and triages multiple incoming priorities by understanding established service level requirements and being highly resourceful in leveraging available SCRIC staff, knowledge and documentation.
Efficiently escalates issues that cannot be resolved at the Level 1 support level to Level 2 and 3 support teams, as required. Ensures that all required information for escalation is documented in the service management system and documented escalation methods are complied with.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Coordinator of Service Desk Operations.
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
Maintains specialized knowledge in multiple service/application areas and serves as a Level 1 technical support expert for those areas.
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8. Assistant Coordinator of Service Desk Operations
Civil Service Titles: Systems Training Assistant, PC LAN Tech
New ITPA Titles: Systems Training Assistant III, PC LAN Tech III
The Assistant Coordinator of Service Desk Operations exercises excellent customer service, problem solving and troubleshooting skills to resolve end user requests as efficiently as possible. The Assistant Coordinator of Service Desk Operations maintains specialized knowledge in multiple service/ application areas and assists with the coordination of Service Desk Analysts and performance monitoring.
Job Duties:
Provides comprehensive Level 1 technical support on the Service Desk for the resolution of technology incidents, problems and service requests for end-users of SCRIC services in accordance with service level agreements.
Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, systematic troubleshooting and incisive individual judgment to ensure outcomes of customer satisfaction.
Takes ownership of all customer interactions, effectively communicates to end users using appropriate follow-through, and logs all customer communications. Provides timely feedback to customers via phone, , or other forms of communication.
Accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Maintains a base knowledge of major desktop concepts, common applications and a broad understanding of all SCRIC services and associated business units and staff.
Manages and triages multiple incoming priorities by understanding established service level requirements and being highly resourceful in leveraging available SCRIC staff, knowledge and documentation.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Coordinator of Service Desk Operations.
Efficiently escalates issues that cannot be resolved at the Level 1 support level to Level 2 and 3 support teams, as required. Ensures that all required information for escalation is documented in the service management system and documented escalation methods are complied with.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
Maintains specialized knowledge in multiple service/application areas and serves as a Level 1 technical support expert for those areas.
Assists the Coordinator of Service Desk Operations in coordinating the work of Service Desk Analysts with a focus on first call resolution and superior customer service to end users. Assists in gathering information regarding the availability, scheduling and workload of Service Desk personnel. Provides coverage when the Coordinator of Service Desk Operations is unavailable.
Regularly assists in producing performance statistics, status reports and other information related to the Service Desk.
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9. Coordinator of Service Desk Operations
Civil Service Titles:
Computer Services Coordinator, IT Project Coordinator
ITPA Titles:
The Coordinator of Service Desk coordinates the day-to-day activities of the SCRIC IT Service Desk to ensure consistent and reliable IT support services to users of SCRIC services. The Service Desk Coordinator coaches Analysts on customer service, continually monitors performance and facilitates the resolution of issues by bringing appropriate SCRIC resources to bear.
Job Duties:
Coordinates the day-to-day operations of the SCRIC IT Service Desk in order to provide consistent and reliable IT support services to users of SCRIC services.
Assists the Assistant Director of Service Operations in coordinating the work of Service Desk staff with a focus on first call resolution and superior customer service to end users. Provides information regarding the availability, scheduling and workload of Service Desk personnel.
Mentors Service Desk Analysts in customer service skills, problem solving techniques, technical thinking/reasoning, systematic troubleshooting and individual judgment to ensure outcomes of customer satisfaction.
Fosters a culture of accountability, empathy and service excellence within the Service Desk team.
Regularly produces Service Desk performance statistics, status reports and graphical reporting aids for management and SCRIC service units.
Enforces quality standards to ensure that incidents, problems and service requests are accurately and thoroughly documented in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Maintains a comprehensive understanding of all SCRIC services and associated business units and staff. Manages and triages multiple incoming priorities by understanding established service level requirements and being highly resourceful in leveraging available SCRIC staff, knowledge and documentation.
Provides recommendations regarding the SCRIC’s IT service management system (Service-Now) to continually enhance the product to improve customer service and performance measurement. Works with the service operations team to develop reporting and workflow solutions.
Ensures users are provided efficient and timely Level 1 IT support services and efficient escalation to Level 2 and 3 support resources as required.
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Interacts with VIPs and executive-level staff, ensuring that issues are resolved quickly and in a professional manner. Identifies issues and situations that require the attention of SCRIC management and facilitates escalation to appropriate managers.
Takes ownership of issues and coordinates resolution efforts within the SCRIC, and with vendors or other service providers.
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10. Information Technology Service Management (ITSM) Systems Analyst
Civil Service Titles: Computer Programmer Analyst
ITPA Titles: Senior Programmer Analyst
The ITSM Systems Analyst works with management and SCRIC teams to architect software solutions to manage the processes and services that the RIC maintains. The ITSM Systems Analyst translates RIC business requirements into system requirements, then converts these system requirements into code using the Service-Now platform.
Job Duties:
The ITSM Analyst works with managers, coordinators and consultants to develop and implement technical solutions for SCRIC service management processes, including incident and service request management, problem management, service level management (SLAs and metrics) and project management.
Writes scripts, programs solutions and configures reports in support of process owners and service owners. Translates complex business requirements into system requirements, then converts these system requirements into code.
Develops solutions using the Service-Now platform that are sustainable and ITIL compliant.
Architects programs/scripts/code to improve management of established and planned business processes, establishes automated workflow solutions and designs reports.
Analyzes customer requirements and internal processes in an effort to recommend additional capabilities that ITSM can be used for.
Defines and produces customized reports for internal resources and external customer use including data extraction, import/export of data, publishing, distribution, cataloging and report set-up and scheduling.
Provides technical assistance and software configuration/ customization assistance including: screen tailoring, workflow administration, AD integration and custom scripting.
Works with process owners and service owners to project manage the implementation of newly programmed solutions from development, testing and implementation through post-implementation administration.
Facilitates the roll-out of new applications and modules such as change and release management.
Provides training to technical and managerial teams, the SCRIC Service Desk and other teams as required on the use of the Service-Now tool and best practices.
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11. Managed Services Coordinator / SCRIC Services Coordinator
Civil Service Titles:
Computer Services Coordinator, IT Project Coordinator
ITPA Titles:
Computer Services Coordinator, IT Project Coordinator, Senior Computer Services Coordinator, Computer Services Coordinator III, IT Project Coordinator II
The SCRIC Services Coordinator supports the needs of an assigned set of school districts, developing and managing relationships with district administration. The SCRIC Services Coordinator proactively identifies the needs of customers, aligns SCRIC services to meet the district needs as appropriate and ensures that lines of communication are wide open.
Job Duties:
Responsible for managing, supporting and servicing the needs of an assigned set of school districts that purchase services from the SCRIC service catalog.
Develops and manages relationships with key individuals and top decision makers at partner school districts.
Maintains a deep knowledge of SCRIC services and presents a knowledgeable and professional image of the SCRIC to partner school districts.
Develops a deep understanding of the partner school district business, IT systems and processes and coordinates with SCRIC teams to present appropriate solutions to school district partners.
Addresses partner school districts’ service concerns and facilitates the resolution of issues in a timely manner by coordinating with SCRIC resources and field service teams.
Transitions school districts to new SCRIC services by coordinating with SCRIC Service Desk and technical teams to develop a transition plan.
Proactively conducts strategic account reviews of SCRIC services with assigned school districts on a regular basis to review service needs and usage trends.
Reviews Final Request for Services (FRS) with partner school districts, obtains Additional Request for Services as appropriate and negotiates billing disputes and credits with assigned school districts as required.
Communicates service changes and unit cost changes to assigned school districts.
Proactively identifies service issues or internal school district changes that may put SCRIC services ‘at risk’. Facilitates communication between SCRIC management and district administration so appropriate solutions can be negotiated.
Regularly reports on performance to assigned school districts and quantifies the value that the SCRIC delivers to them.
Identifies opportunities within assigned school districts where SCRIC services and applications may provide a good fit. Coordinates with the appropriate SCRIC service units to propose new SCRIC services.
Ensures users are proficient in using SCRIC services by identifying user training needs and coordinating training or consultative services.
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12. Application Specialist
Civil Service Titles:
Systems Training Assistant, PC LAN Tech
ITPA Titles:
Systems Training Assistant I or II, PC LAN Tech I or II
The Application Specialist works exclusively in a specific application developing/delivering training and processing service requests, incidents and problems that can’t be resolved by Level 1 support. The Application Specialist works closely with the SCRIC Engineering teams to resolve issues and often works with Field Support techs who provide hands-on support during remote troubleshooting.
Job Duties:
Enables users to maximize their effectiveness and efficiency with a specific application by developing/delivering training, providing remote assistance, fulfilling service requests and resolving incidents and problems that can’t be resolved by Level 1 support.
Works with the Coordinator of Application Services to develop and maintain training materials and procedures for Service Desk and Field Support personnel who provide Level 1 support for the application.
Works closely with the SCRIC technical teams to resolve issues and often works with Field Support technicians who provide hands-on support during remote troubleshooting and problem resolution.
Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, troubleshooting and individual judgment to ensure outcomes of customer satisfaction.
Takes ownership of all customer interactions and effectively communicates to end users using appropriate follow-through.
Accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Develops and maintains training materials and procedures for end users and continually adjusts materials to ensure they are up to date with current versions. Continually improves training materials, procedures and methods to maximize effectiveness.
Provides initial and on-going training to end users and Service Desk staff both in-person and remotely as appropriate.
Executes day-to-day activities to ensure proper operation of the application.
Communicates all required technical needs to the Coordinator of Application Services for coordination with the Engineering and technical teams. Needs include, but are not limited to, version upgrades, additional resource allocation (storage, processing, etc.), new customer on-boarding, etc.
Works with users and school district personnel regarding the import/export of data, extracts, validation of data, correction of erroneous data, generation of reports, etc., as appropriate for the scope of the application and service.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Coordinator of Application Services .
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
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13. Application-Specific Programmer
Application-Specific Programmers maintain skill sets that are specific to an application/service and act as a member of the application team. Their work is directed by an Application Coordinator and dictated by the service level agreement (SLA) for the service. Responsible for complex data manipulation, coding, report generation and the generation of programs and other systems software design.
Application-Specific Programmer
Civil Service Titles: Multiple Titles Related To Programming
ITPA Titles: Multiple Titles Related To Programming
Job Duties:
Responsible for complex data manipulation, coding, report generation and the generation of programs and other systems software design.
Application-specific programmers maintain skill sets that are specific to an application/service and act as a member of the application team. Their work is directed by an Application Coordinator and dictated by the service level agreement (SLA) for the service.
Keeps abreast of new software developments within assigned application, such as version upgrades, new tools, changing design methodologies, new modules and opportunities for efficiencies.
Installs and maintains the software for the assigned application. Performs changes to systems as needed to ensure proper operation of the application. Debugs code as required.
Performs routines to validate data, scrubs data and ensures information is accurately reflected in the application.
Designs and executes reports for the applications team and users as required.
Assures that security in appropriate and implemented according to best practice for the application.
Develops and implements monitoring and procedures for data recovery as defined by best practice.
Advises team members, the Applications Coordinator and the Coordinator of Applications Services on system functions, determines optimum equipment configuration, and selects standards routines.
Develops and prepares operator instructions and documentation relating to the system programs.
Provides recommendations to the Applications Coordinator and the Coordinator of Applications Services for enhancements or improvements to application on a continual basis.
Projects short and long-term hardware/software needs for new installations and changes to existing systems. Communicates infrastructure and technical needs to the Coordinator of Applications Services for coordination with Engineering team.
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14. Multi-Disciplinary Programmer
Multi-Disciplinary Programmers maintain skill sets that are applicable to multiple services and functions in the SCRIC, such as database administration, report development/ design and programming in standard languages. Their work is directed by the Engineering Coordinator and dictated by the needs of the Applications and Engineering Department as a whole.
Multi-Disciplinary Programmer
Civil Service Titles: Multiple Titles Related To Programming
ITPA Titles: Multiple Titles Related To Programming
Job Duties:
 Responsible for complex data manipulation, coding, report generation and the generation of programs and other systems software design.
Multi-Disciplinary Programmers maintain skill sets that are applicable to multiple services and functions in the SCRIC, such as database administration, report development/ design and programming in standard languages. Their work is directed by the Coordinator of Engineering and dictated by the needs of the Applications and Engineering Department as a whole.
Keeps abreast of new software developments within programming specialty area, such as version upgrades, new tools, changing design methodologies, new modules and opportunities for efficiencies.
Installs and maintains the software and systems for specialty areas. Performs changes to systems as needed to ensure proper operation of systems. Debugs code as required.
Performs routines to validate data, scrubs data and ensures the integrity of data.
Designs and executes reports for the Engineering group as required.
Assures that security in appropriate and implemented according to best practice.
Develops and implements monitoring and procedures for data recovery as defined by best practice.
Advises team members and the Coordinator of Engineering on system functions, determines optimum equipment configuration, and selects standard routines.
Develops and prepares operator instructions and documentation relating to the system programs.
Provides recommendations to the Coordinator of Engineering on a continual basis for enhancements or improvements to systems.
Projects short and long-term hardware/software needs for new installations and changes to existing systems. Communicates infrastructure and technical needs for coordination with Engineering team.
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15. Systems Analyst
Civil Service Titles:
ITPA Titles:
The Systems Analyst evaluates and develops complex technical solutions by collecting information, comparing solutions, developing cost/benefit analyses, designing prototypes, methodically testing, examining results and continually improving designs. The Systems Analyst presents analyses to management to guide decisions and/or make informed adjustments in regard to the strategic direction of services.
Job Duties:
Works as a central resource for the Engineering team – a cross-disciplinary team that supports central functions.
Analyzes existing and developing product and vendor solutions, maintaining a comprehensive view of the technology landscape. Keeps an objective and open mind with a view toward maximizing the value of SCRIC services while limiting costs and risks.
Presents analyses to management to guide decisions and/or make informed adjustments in regard to the strategic direction of services.
Identifies and assists in the development of new services.
Participates in the preparation of RFP documents and system acquisition as necessary.
Participates in customer and prospective customer meetings to gain a full understanding of school district needs and expectations. Leads needs assessments and architects appropriate solutions to maximize efficiencies/benefits and limit costs/risks.
Gathers technical requirements and develops service plans, analyses, designs and cost estimates.
Regularly presents information to customers in documents and presentations in cooperation with the SCRIC Service Coordinator. Delivers customer-specific demonstrations, technical presentations and proof-of-concept pilot projects.
Identifies, defines and documents best practices for Engineering functions.
Analyzes and designs solutions that span Applications Services and Technical Infrastructure Services.
Advises Coordinator of Engineering on needed patches, version upgrades, server upgrades, storage allocations, etc, required. Completes and advises on needed testing following upgrade/change events.
Conducts focused research and development projects under direction of management. Completes approved prototype and beta test projects.
Advises project owner/managers on projects. Completes project tasks as required.
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16. Network Specialist
Civil Service Titles:
ITPA Titles:
Network Specialist I or II
The Network Specialist works exclusively in a technical specialization area processing service requests and resolving Level 2/3 incidents and problems that can’t be resolved by Level 1 support. The Network Specialist works closely with other SCRIC teams to resolve issues and often works with Field Support techs who provide hands-on support during remote troubleshooting.
Job Duties:
Maintains technical proficiency within a technical specialization area. Keeps current on technology developments, and relevant industry trends within specialization.
Maintains consistent and reliable operations of Technical Infrastructure services by providing remote assistance, fulfilling service requests and resolving incidents and problems that can’t be resolved by Level 1 support.
Completes installations, complex technical operations and Level 2/3 technical support on-site at districts as required.
Develops and implements preventive measures, monitoring solutions, back-up routines, etc. to mitigate problems , reduce response and resolve times and/or prevent problems from occurring.
Works with Network Engineers and Coordinator of Technical Infrastructure Services to develop and maintain training materials and procedures for Service Desk and Field Support personnel who provide Level 1 support for services.
Works closely with the SCRIC Application teams to resolve issues and often works with Field Support technicians who provide hands-on support during remote troubleshooting and problem resolution.
Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, troubleshooting and individual judgment to ensure outcomes of customer satisfaction.
Takes ownership of all customer interactions and effectively communicates to end users using appropriate follow-through.
Accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now) according to established SCRIC methods and procedures.
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of SCRIC personnel and customer service.
Executes day-to-day activities to ensure proper operation of systems and services within specialization area.
Communicates all required technical needs to the Coordinator of Technical Infrastructure Services for coordination with the Engineering and Applications teams. Needs include, but are not limited to, patches, version upgrades, server upgrades, storage allocations, etc.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Coordinator of Technical Infrastructure Services.
Communicates with end users at an appropriate technical and business level. Maintains a user-friendly tone in communications and insulates customers from the organizational and technical complexities that occur behind the scenes.
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17. Application Coordinator
Civil Service Titles:
Computer Services Coordinator
ITPA Titles:
Computer Services Coordinator, Sr. Computer Services Coordinator
The Application Coordinator is responsible for successfully delivering specific SCRIC application services in adherence with service level agreement (SLA) targets. The Application Coordinator coordinates the day-to-day functions of an applications team, ensuring compliance with SCRIC processes and procedures and application best practices.
Job Duties:
Defines and documents the demarcation between Level 1 and Level 2/3 support for assigned application service(s) and provides appropriate escalation guidelines.
Coordinates with Service Operations teams to ensure that Service Desk agents and Field Support teams are appropriately trained and prepared with documentation to act as level 1 support for applications service(s).
Coordinates application team to fulfill service requests and resolve Level 2/3 incidents and problems that can’t be resolved by Level 1 support.
Motivates high levels of performance and promotes excellent customer service within application team. Creates a climate of urgency to deliver service for demanding customers, emphasizing productivity and customer satisfaction.
Facilitates the resolution of escalated incidents, problems, projects and service requests with other SCRIC teams and/or outside vendors.
Works closely with other SCRIC coordinators to resolve issues and coordinates team to work with Field Support technicians who provide hands-on support during remote troubleshooting.
Coordinates within application team to deliver end user training sessions as required by the service SLA.
Takes ownership of all customer interactions and coordinates with applications team to communicate to end users using appropriate follow-through. Ensures timely feedback to customers.
Ensures that application team accurately and thoroughly documents incidents, problems and service requests in the SCRIC’s IT service management tool (Service-Now).
Resolves problem situations in a professional manner and maintains an objective and calm demeanor in stressful situations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of the SCRIC
Responsible for the development and maintenance of training materials and procedures for end users. Continually adjusts materials to ensure they are up to date with current versions.
Communicates all required technical needs to the Coordinator of Application Services for coordination with the SCRIC technical teams. Needs include, but are not limited to, version upgrades, additional resource allocation (storage, processing), etc.
Ensures that application team works with users and school district personnel regarding the import/export of data, extracts, validation of data, correction of erroneous data, generation of reports, etc., as appropriate for the scope of the application and service.
Coordinates user group meetings and attends district meetings as needed.
Identifies issues and situations that require the attention of SCRIC management and brings them to the attention of the Coordinator of Application Services.
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18. Coordinator of Applications Services
Civil Service Titles:
Computer Services Coordinator
New ITPA Title:
Computer Services Coordinator III
The Coordinator of Applications Services provides technical and consultative leadership within a specialization area of SCRIC applications services, maintaining an expert-level understanding of the industry landscape within specialization area. Acts as the technical liaison between the engineering team and the services/applications teams within specialization area.
Job Duties:
Keeps abreast of new technology developments, relevant industry trends and state and federal regulations within specialization area. Serves as the SCRIC subject matter expert in specialization area.
Analyzes existing and developing product and vendor solutions, maintaining objectivity and an open mind to maximize the value of SCRIC services while limiting costs and risks.
Presents analyses to management to guide decisions and/or make informed service adjustments in regard to the strategic direction of services.
Identifies and assists in the development of new services within specialization area.
Participates in the preparation of RFP documents and system acquisition as necessary.
Participates in customer and prospective customer meetings to gain a full understanding of school district needs and expectations. Leads needs assessments with customers and architects appropriate solutions to maximize efficiencies/benefits and limit costs/risks.
Gathers technical requirements and develops service plans, analyses, designs and cost estimates.
Regularly presents information to customers in documents and presentations in cooperation with Managed Services Coordinators and SCRIC Service Coordinators. Delivers customer-specific demonstrations, technical presentations and proof-of-concept pilot projects.
Coordinates the design and delivery of training to administrators and end users as needed. Provides value-added support to customers to ensure that they are maximizing the potential and value of SCRIC applications and services.
Identifies, defines and documents best practices for services in specialization area. Works with SCRIC Service Desk and school district customers to implement best practices.
Acts as the technical liaison between other SCRIC teams and the services/ applications within specialization area. Ensures that the needs and requirements of the services/applications are represented and that the initiatives of other teams are communicated and coordinated with service teams.
Coordinates patches, version upgrades, server upgrades, storage allocations, etc, between Engineering and the Applications service teams. Coordinates applications testing following upgrade/change events.
Coordinates Engineering and Applications resources to conduct focused research and development projects. Guides approved prototype and beta test projects within application specialization areas.
Acts as project owner/manager for projects within applications specialization area. Ensures that projects are compliant with SCRIC project management processes.
Works with other project owner/managers on the Engineering team to coordinate project tasks that involve teams within specialization area.
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19. Network Engineer
Civil Service Titles:
ITPA Titles:
The Network Engineer provides technical and consultative leadership within a technical specialization area of the SCRIC, maintaining an expert-level understanding of the industry landscape and technology within specialization area. Acts as the representative for specialization area providing expertise to facilitate the development of solutions for the engineering team.
Job Duties:
Gathers technical requirements and develops service plans, analyses, designs and cost estimates.
Regularly presents information to customers in documents and presentations in cooperation with the SCRIC Service Coordinator. Delivers customer-specific demonstrations, technical presentations and proof-of-concept pilot projects.
Identifies, defines and documents best practices for services in specialization area. Works with SCRIC Service Desk and school district customers to implement best practices.
Acts as the technical liaison between the engineering team and the technical specialization team. Ensures that the needs and requirements of the team are represented to Engineering and that the initiatives of the Engineering team are communicated and coordinated with service teams.
Coordinates patches, version upgrades, server upgrades, storage allocations, etc, between Engineering and the service teams. Coordinates testing following upgrade/change events.
Coordinates engineering and applications resources to conduct focused research and development projects. Guides approved prototype and beta test projects within application specialization areas.
Acts as project owner/manager for projects within specialization area. Ensures that projects are compliant with project management processes established by the Engineering team.
Works with other project owner/managers on the Engineering team to coordinate project tasks that involve teams within specialization area.
Provides expertise in a technical specialization area, contributing to the development of engineering solutions that advance better, faster, and more effective systems and services at the SCRIC.
Works flexibly and creatively as a member of the Engineering team with other Network Engineers and Application Consultants.
Keeps abreast of new technology developments, and relevant industry trends within a technical specialization area. Serves as the SCRIC subject matter expert in specialization area.
Analyzes existing and developing product and vendor solutions, maintaining objectivity and an open mind to maximize the value of SCRIC services while limiting costs and risks.
Presents analyses to management to guide decisions and/or make informed service adjustments in regard to the strategic direction of services and technology.
Identifies and assists in the development of new services within specialization area.
Participates in the preparation of RFP documents and system acquisition as necessary.
Participates in customer and prospective customer meetings to gain a full understanding of school district needs and expectations. Leads needs assessments with customers and architects appropriate solutions to maximize efficiencies/benefits and limit costs/risks.
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20. Coordinator of Technical Infrastructure Services
Civil Service Titles:
IT Project Coordinator
ITPA Titles:
IT Project Coordinator, IT Project Coordinator II
The Coordinator of Technical Infrastructure Services provides technical and consultative leadership for the RIC’s technical teams, maintaining a general understanding of the industry landscape. The Coordinator of Technical Infrastructure Services acts as the project liaison to Engineering and Applications and is responsible for ensuring delivery of Tech Infrastructure services in adherence with SLA and OLA targets.
Job Duties:
Responsible for successfully delivering Technical Infrastructure services in adherence with SLA and OLA targets.
Coordinates the day-to-day functions of the Technical Infrastructure teams, ensuring compliance with SCRIC processes, procedures and best practices.
Defines and documents the demarcation between Level 1 and Level 2/3 support for Technical Infrastructure services and provides appropriate escalation guidelines.
Coordinates with Service Operations teams to ensure that Service Desk agents and field techs are appropriately trained and prepared with documentation to act as level 1 support for Technical Infrastructure services.
Monitors the performance of Technical Infrastructure teams to fulfill service requests and resolve Level 2/3 incidents and problems that can’t be resolved by Level 1 support.
Motivates high levels of performance and promotes excellent customer service within Technical Infrastructure teams. Creates a climate of urgency to deliver service for demanding customers, emphasizing productivity and customer satisfaction.
Provides guidance for the development of product and vendor solutions in conjunction with Network Engineers and maintains objectivity to maximize the value of SCRIC services while limiting costs and risks.
Guides and participates in the preparation of RFP documents and system acquisition as necessary. Develops service plans, analyses, designs and cost estimates.
Ensures that technical teams define and document best practices for services. Works with SCRIC Service Desk and school district customers to implement best practices.
Acts as the technical liaison between other SCRIC teams and the Technical Infrastructure teams. Ensures that the needs and requirements of the Technical Infrastructure teams are represented and that the initiatives of other SCRIC teams are communicated and coordinated with technical teams.
Coordinates patches, version upgrades, server upgrades, storage allocations, etc, between the Technical, Engineering and Applications service teams. Coordinates testing following upgrade/change events.
Acts as project owner/manager for projects within Technical Infrastructure. Ensures that projects are compliant with SCRIC project management processes.
Works with the Coordinator of Applications Services and the Coordinator of Engineering Services to coordinate SCRIC-wide projects.
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21. Coordinator of Engineering Services
Civil Service Titles:
IT Project Coordinator
ITPA Titles:
IT Project Coordinator, IT Project Coordinator II
The Coordinator of Engineering Services provides leadership for the Engineering team – a cross-disciplinary team that develops solutions and supports central technical functions for the SCRIC. The Coordinator of Engineering Services acts as a resource to Technical Infrastructure and Applications and is responsible for ensuring that technical designs and solutions are implemented comprehensively.
Job Duties:
Provides leadership for the Engineering team – a cross-disciplinary team that supports central functions including: technical solution design, R&D, multi-disciplinary programming, database administration, the operations of the SCRIC Data Center, consulting and project management.
Analyzes existing and developing product and vendor solutions, maintaining a comprehensive view of the technology landscape. Keeps an objective and open mind with a view toward maximizing the value of SCRIC services while limiting costs and risks.
Presents analyses to management to guide decisions and/or make informed adjustments in regard to the strategic direction of services.
Identifies and assists in the development of new services.
Participates in the preparation of RFP documents and system acquisition as necessary.
Participates in customer and prospective customer meetings to gain a full understanding of school district needs and expectations. Leads needs assessments and architects appropriate solutions to maximize efficiencies/benefits and limit costs/risks.
Gathers technical requirements and develops service plans, analyses, designs and cost estimates.
Regularly presents information to customers in documents and presentations in cooperation with the SCRIC Managed Services Coordinator. Delivers customer-specific demonstrations, technical presentations and proof-of-concept pilot projects.
Oversees the operations of the SCRIC Data Center.
Identifies, defines, documents and implements best practices for Engineering functions.
Coordinates patches, version upgrades, server upgrades, storage allocations, etc, required for Applications Services and Technical Infrastructure Services. Coordinates testing following upgrade/change events.
Coordinates resources to conduct focused research and development projects. Guides approved prototype and beta test projects.
Acts as project owner/manager for Engineering projects. Ensures that projects are compliant with SCRIC project management processes.
Works with other project owner/managers to coordinate project tasks that involve Applications and Technical Infrastructure teams.
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