Job Description

Overview
At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you're joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.
Team Overview
Our Information Technology (IT) team leads all aspects of IT systems and processes across the enterprise, including data services, security, compliance, applications, automation, and end-user services. Through innovative and streamlined technology solutions, this dynamic team enables company growth?, protects data, and serves as a critical partner to all departments of PowerSchool.
Responsibilities
Role Overview
The Solution Owner--PowerSchool Customer Support IT Applications--is a proactive business technology leader responsible for partnering with Customer Support leaders and teams to implement innovative tech solutions that enhance support operations, efficiency, and client satisfaction. This role focuses on translating new business initiatives (not ongoing enhancements) into actionable technology strategies and guiding their end-to-end delivery, primarily on PowerSchool platforms and touchpoints.
Key Responsibilities
Business Partnership & Initiative Discovery

• Act as the primary IT liaison for Customer Support, identifying and shaping new business initiatives.
• Facilitate discovery sessions to uncover challenges, user needs, and define success metrics for new support programs or service strategies.
• Develop vision statements aligning technology solutions with support goals and service excellence.

Solution Design Leadership

• Collaborate with Technical Architects to explore solution options, define system architecture, and validate approaches with prototypes or proof-of-concepts.
• Explain why a proposed solution best addresses support objectives, highlighting risks and tradeoffs of alternatives.
• Ensure compliance with IT standards, data privacy, and support team objectives.

Project Ownership & Quality Assurance

• Maintain solution ownership from requirements through validation, user testing, and go-live/change management.
• Oversee project implementation to uphold design integrity and service effectiveness.
• Partner with project managers, QA, Admins, Developers, Architects, and Customer Support champions to overcome obstacles and secure successful project outcomes.

Stakeholder Engagement & Change Advocacy

• Represent "the voice of Customer Support" within IT, keeping user priorities central during design and delivery.
• Champion stakeholder alignment and share transparent communications on progress, risks, and value at each project stage.

Example Decisions This Role Makes

• Recommending adoption of new PowerSchool support tools vs. enhancing existing platforms.
• Defining metrics for solution success (e.g., ticket resolution times, customer satisfaction).
• Deciding when complex projects require prototyping before implementation.
• Finalizing user stories to ensure solutions directly address support needs and are not undermined by technical or scope constraints.

Qualifications
Required Skills & Experience

• Minimum 3 years in IT business analysis, solution management, or product ownership supporting Customer Support or CRM applications (PowerSchool experience strongly preferred).
• Demonstrated ability to turn complex support challenges into effective technology solutions.
• Familiarity with PowerSchool and related support system architectures.
• Experience collaborating with cross-functional technical and support teams.
• Excellent communication, stakeholder management, and change leadership skills.
• Salesforce Admin certification, Agentforce certification proffered

Success Profile
The ideal Solution Owner for PowerSchool Customer Support IT is a business-minded technologist, a dedicated partner to Support teams, and an accountable end-to-end owner of transformation initiatives. They are adept at challenging the status quo, articulating clear solution rationale, and championing user adoption and satisfaction across the project lifecycle.
Compensation & Benefits
Compensation & Benefits
PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)

• Flexible Spending Accounts and Health Savings Accounts

• Short-Term Disability and Long-Term Disability

• Comprehensive 401(k) plan

• Generous Parental Leave

• Unrestricted paid time off (known as Discretionary Time Off - DTO)

• Wellness Program, including ClassPass & Employee Assistance Program

• Tuition Reimbursement

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $105,900 - $141,600 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.
EEO Commitment
EEO Commitment
PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool.com.

Skills Required