Senior Manager Application Administration Services, Anthology Student
Remote - US
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
The Senior Manager, Student Information System (SIS) is responsible for assisting in practice development and managing SIS service delivery resources that are delivering and coordinating the delivery of Anthology Student Application Administration services to Anthology clients. This person must be customer service focused with the ability to engage with business users and decision makers at all levels. They need to lead and work well in teams, guide others in service delivery, and identify and resolve service delivery issues.
Primary responsibilities will include:
Assisting in practice development
- Meeting with Anthology resources and clients to understand client pain points, needs, and identifying software configuration/use optimization opportunities
- Refining existing and recommending new service offerings to meet customer needs
- Partnering with development, support, and professional services to maximize software functionality and services delivery
- Liaising/facilitating/coordinating service delivery with other Anthology departments
- Assisting in new customer sales efforts (calls, SOW preparation, resource strategy)
Managing and leading a team of Managed Services SIS Service Delivery Manager resources
- SIS Service Delivery Manager responsibilities:
- Serving as the primary client contact relative to engagement management and Anthology Student service delivery needs
- Serving as the application administrator for Anthology Student
- Recommending, maintaining, and updating Anthology Student configuration
- Assisting business owners in translating concepts to written requirement
- Ensuring reporting is consistent and accurate, troubleshooting issues as they arise
- Gathering and analyzing data to support various business processes
- Providing problem resolution for end users, including research on various data and reporting issues, collaborates to gain input on potential solutions
- Recommending system configurations and proposing business solutions where appropriate
- Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
- Providing customer service to all stakeholders regarding system and reporting
- Evaluating upcoming releases and recommending installation of beneficial upgrades
- Communicating the status of releases, major projects, and ongoing Anthology Student activities to relevant stakeholders
- Coordinating application of hotfixes, patches, and version upgrades
- Coordinating a regular training calendar to keep users well informed on the proper use of Anthology Student
- Performing ad-hoc system training as needed
- Resolving system support requests
- Managing, mentoring, and coaching team of service delivery resources
- Recruiting, hiring, and guiding training of service delivery resources
- Serving as the primary escalation point for client and Service Delivery Manager concerns
- Working with Service Delivery Manager, client, and department Director to resolve customer concerns
- Conducting regularly scheduled one-on-ones with Service Delivery Managers to confirm service delivery quality, identify potential issues, and recommend value add solutions
- Generating and working together with Service Delivery Managers to implement standard service delivery policy and procedures that ensures quality service delivery
- Escalating customer and employee concerns to department Director as needed
The Candidate:
Required skills/qualifications:
- Bachelor''s degree
- Consulting experience
- At least 5 years of experience working with project teams in software installation, configuration, customization, or implementation with Anthology Student, or equivalent experience
- Higher Education or Public Sector experience
- Ability to quickly learn new technologies to explain all Anthology products and services
- Software troubleshooting skills
- Demonstrated ability to work in team and matrixed environment
- Remains poised and professional under stressful conditions
- Maintains calm, patient demeanor while driving to meet deadlines
- Strong interpersonal, written, oral communication skills and technical documentation skills
- Professional, results and quality oriented, initiative-taking, and responsive
- Self-motivated and directed with keen attention to detail
- Ability to quickly re-direct attention and focus between multiple initiatives
- Ability to influence, negotiate and build consensus
- Fluency in written and spoken English
Pay Range is $100,000 - $115,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.