Program Coordinator, Policy and Governance Technology Services

SUMMARY

Under general supervision, develops, plans, and coordinates Association technology support needs, training programs, and member agency related products and services; analyzes practices and procedures and makes recommendations for operational and procedural improvements; fosters cooperative working relationships among Association departments and acts as liaison with various educational, community, public, and member agencies; and performs related work as required.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Plans, coordinates, and participates in the daily operations and activities of the Association’s technology platforms, including the GAMUT platform, programs and services.
• Performs a variety of advanced administrative support duties requiring thorough knowledge of Association’s technology platforms, including GAMUT procedures and operational details; performs a variety of assignments related to the development and maintenance of the GAMUT platform and other service products.
• Provides technology support and training in all aspects of the Association’s technology, including the GAMUT platform.
• Identifies training material needs such as user manuals, video tutorials, knowledge base articles, and step-by-step guides.
• Develops and regularly updates training materials and resources.
• Attends Association events and other events for purposes of marketing, sales, demonstration and training of the Association’s technology, including the GAMUT Platform.
• Leads product demonstrations and hosts webinars that highlight the program’s features and benefits, and supports initiatives to promote additional subscriptions.
• Provides a variety of responsible and difficult office activities including word processing, record keeping, report preparation, and filing; and performs related work as required; fosters cooperative working relationships among Association departments; and performs other duties as required.
• Participates in the development and implementation of goals, objectives, procedures, and priorities for assigned programs; identifies resource needs; recommends standard operating procedures, improvements, or modifications.
• Performs applications programming operations for the input, storage, revision, and retrieval of data.
• Assists in developing and updating technology platforms and training programs.
• Troubleshoots and resolves technical issues and problems.
• Coordinates and monitors the department electronic in-boxes and member requests and ensures responses are provided accurately and in a timely manner and are fielded to the appropriate department or staff.
• Coordinates and participates in member enrollment and instructs assigned staff in work procedures and ensures procedures are followed in accordance with established priorities.
• Assists the Manager with facilitating meetings of all levels of stakeholders.
• Assists the Manager and Director in making recommendations to CSBA leadership.
• Collects and analyzes program performance and participant’s data; develops reports for management review.
• Reviews current and changing education policies and issues related to assigned events and programs.
• Assists members and staff regarding questions, problems, concerns, and activities in the provision of the technology system and training programs.
• Provides a high level of customer service and problem-solving tact for tradeshows, conferences and events.
• Travel throughout the state of California.
• Reads and demonstrates an understanding and adherence to CSBA values, policies, and practices.
• Demonstrates respect, honesty. and professionalism at all times.
• Adheres to an established work schedule and the organization’s timekeeping practices.
• Develops and maintains a Procedure Manual, outlining the Association’s processes and procedures for technology support, including all aspects of GAMUT. Establishes, updates, maintains, and communicates Procedure Manual annually.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

EDUCATION & EXPERIENCE

• Any combination of training and experience equivalent to a bachelor’s degree or higher with major coursework in information technology, marketing, member relations, business administration, public administration, or related field and three (3) years of experience customer service, project management, or related field.

Requirements

QUALIFICATIONS

Knowledge of:

• Principles, practices, and service delivery needs related to assigned programs.
• Procedures for planning, implementing, and coordinating Software as a Service (SAAS) platforms and training programs, and activities.
• Sources of information related to a broad range of education policy and programs.
• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
• Member relations and marketing techniques.
• Recent and on-going developments, current literature, and sources of information related to assigned duties.
• Record keeping principles and procedures.
• Modern office practices, methods, and computer equipment and applications related to the work.
• English usage, grammar, spelling, vocabulary, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and Association staff.

Ability to:

• Plan, oversee, coordinate, review, and evaluate SAAS and training program operations and activities, as well as staff, contractors, and temporary staff.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, and regulations.
• Establish and maintain a variety of filing, record keeping, and tracking systems.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Operate and maintain modern office equipment, including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural and legal guidelines
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of performing duties and responsibilities.

ENVIRONMENTAL ELEMENTS & PHYSICAL DEMANDS

• Employee works in a primarily sedentary office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing department policies and procedures.
• Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and computer screen, and hearing and speech to communicate in person, before groups, and over the telephone; Must be able to bend, stoop, kneel, reach, push, and pull drawers open and closed in the execution of their duties. Employee must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.
• Must be able to sit at computer for long periods of time and have the dexterity to access, enter, and retrieve data using a computer keyboard or calculator, and operate standard office equipment.
• May be asked to work occasional overtime.
• Travel to various training, workshops, and meeting sites as required.

LICENSES & CERTIFICATIONS

• Possession of, or ability to, obtain a valid California Driver’s license by time of appointment.