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Position Summary:

The goal of this position is to increase support to Wisconsin's schools/districts for state reporting tasks, as well as address data requests and questions from the public. This position performs direct customer support services for schools and districts (LEAs) by responding to CRM cases (or "tickets"), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution and effective customer service practices. This position will also serve as the primary point of contact for non-confidential data requests to DPI. This position will triage and route or fulfill data requests as appropriate and will be responsible for understanding data security and governance best practices and DPI standards. This position will also assist with training sessions, demonstrations, conferences, and workshops held by the Customer

Services team or in conjunction with external stakeholders.

Goals and Work Activities:

90% Customer Service Help Desk Support & Data Quality Review

Serve as a customer service contact for schools and districts in Wisconsin.
Create, oversee, and monitor requests, incidents, and problem resolution using user support "ticketing" software.
Assist product owners in identifying state reporting process improvements through business process analysis.
Monitor and support school/district reporting progress.
Work with school districts on their data submissions to WISEdata.
Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews and ensuring data quality.
Help to ensure that data issues and errors are resolved.
Monitor the health of the data for districts using the WISEdata Portal and WISEdash.
Review data quality reports leading up to the data snapshot and use them to assess data quality efforts and priorities.

Additional Details:

Experience working with education software systems at the school, district, or state levels is preferred
Ability to work well independently

5% Training, Presentation Materials, and Webinars:

Assist in creating, maintaining, or reviewing training and presentation materials.
Attend virtual or in-person conferences and workshops to present or answer questions on WISE and other data topics.
Advise management on situations that may require additional client support or escalation.
Assist in webinars and user group calls to improve customer understanding.

5% Other Tasks as Assigned:

Keep abreast of updates to applications and procedures.
Participate in appropriate professional learning courses.
Participate in meetings and training, including those associated with user groups.
Maintain awareness of operating procedures and environment of the team.
Other duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of methods for gathering and understanding customer needs.
Ability to maintain positive and courteous interactions with customers.
Ability to make thoughtful, expeditious decisions in complex situations.
Ability to interpret business logic and communicate technical requirements.
Effective oral and written communication skills.
Ability to work effectively in a team environment.
Self-motivated with the ability to work independently.
Ability to complete data health checks for the districts using visualizations and download files.
Ability to use productivity tool applications including Microsoft Dynamics CRM
Basic understanding of data security and data governance
Nice to have: Knowledge of student information system (SIS) software used within

Wisconsin. Knowledge of DPI applications including WISEdata Portal, WISEid, WISEdash,

and Ed-Fi Credential Application

Top Skills & 1-3 Years of Experience in the following:

Serve as a customer service contact for schools and districts in Wisconsin.
Create, oversee, and monitor requests, incidents, and problem resolution using user support "ticketing" software.
Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.

Nice to have skills:

Understanding of application programming interface (API) technologies
Knowledge of data warehousing and reporting
Assist WISEdata product owner in identifying state reporting process improvements through business process analysis.
Provide on-site or virtual training when appropriate.

Interview Process: