AP Support Specialist

Job Description

1 openings / 2 sub slots

Max Pay $60

Location : Remote

About the Team

The AP Program Access team is responsible for extending the growth and reach of the AP Program, so that more students have the opportunity to take college courses and earn college credit while in high school. The AP Outreach and Implementation team within this department is dedicated to serving states, districts, and schools in the successful implementation of the AP Program, extending the reach and relevance of AP.

We work closely with our colleagues in other departments within the AP division, and across divisions, including State and District Partnerships (SDP) and Engagement and Reach, to ensure that College Board is aligned in all efforts to advance the benefits of AP for students, parents, educators, policymakers, the media, member organizations, and staff.

The Advanced Placement Program (AP) enables willing and academically prepared students to pursue college-level studies while still in high school. The program consists of college-level courses developed by the AP Program that high schools can choose to offer, and corresponding exams administered once a year.

About the Opportunity

They seek a software engineer with a specialty in test automation around data exchange automation and the front end aspects of the product(s).

In this role, you will :

• Manage the intake cycle for escalations submitted through our Smartsheet Form.
• Review incoming escalations and ensure requests are appropriately catalogued in Smartsheet to the correct product type.
• Verify all information is included in the request submitted to accurately route for resolution.
• Provide timely responses to submitters and other teams to acknowledge receipt of escalation and enter status updates in Smartsheet within 1 business day of submission.
• Monitor and track the escalation process and follow-up with assigned staff until escalations are resolved.
• Maintain detailed documentation of project status and review processes, oversee and communicate review processes prior to resolution.
• Route escalation and all accompanying documentation to assigned teams and coordinate meetings with submitter, if necessary to resolve.
• Track assigned escalations daily and ensure timely resolution within 5 business days. Escalations not resolved after 5 business days should be reported to Senior Director for guidance.
• Provide escalation status updates to submitter and other teams within 3 business days of submission.
• Provide weekly status updates to submitter and BP&O team for escalations taking more than 5 business days to resolve.
• Identify opportunities for Smartsheet system efficiencies and work with Senior Director on implementation plans.

About you

You have :

Goal #1

Manage the intake cycle for escalations submitted through the AP Super Form.

Metric #1

Review incoming AP Super Form escalations and ensure requests are appropriately catalogued in Smartsheet to the correct product type.

Metric #2

Coordinate with Senior Director to determine if additional information is needed from the submitter to accurately route escalations internally for resolution.

Metric #3

Respond to submitter and BP&O team to acknowledge receipt of escalation and enter status updates in Smartsheet within 1 business day of submission.

Goal #2

Monitor and track the escalation process and follow-up with assigned staff until escalations are resolved.

Metric #1

Route escalation and all accompanying documentation to assigned teams and coordinate meetings with submitter, if necessary to resolve.

Metric #2

Track assigned escalations daily and ensure timely resolution within 5 business days. Escalations not resolved after 5 business days should be reported to Senior Director for guidance.

Metric #3

Provide escalation status updates to submitter and BP&O team within 3 business days of submission. Provide weekly status updates to submitter and BP&O team for escalations taking more than 5 business days to resolve.

Goal #3

Maintain Smartsheet system

Metric #1

Enter status updates to back-end Smartsheet system and mark resolved.

Metric #2

Provide a weekly status report to Senior Director of all outstanding escalations.

Metric #3

Identify opportunities for Smartsheet system efficiencies and work with Senior Director on implementation plan.

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The Planet Group and our companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.