Accelerate Your Career

Job Search

Integration and Service Analyst

Posted on: March 8th, 2018 Kelowna, BC FreshGrade

FreshGrade Education builds interactive products for teachers, students, and parents that change the way technology is used in classrooms around the world. It is an exciting Learning Portfolio Platform company committed to transforming education.

We are currently seeking an accomplished full-time permanent Integration and Service Analyst to work in our Downtown Kelowna location, within the Okanagan Centre for Innovation.

While still a start-up in many aspects, FreshGrade continues to evolve; working experience in a start-up organization that has built up market share and enjoyed commercial success would be an advantage. While not necessarily possessing sector experience, the successful applicant will need to understand and be passionate about modern education and the way in which innovative technology impacts schools and districts.

The FreshGrade team works hard and collaboratively and knows how to have fun and celebrate success. Communication channels are short and this means our people need to be patient, cooperative, approachable and team-minded. FreshGrade leadership trusts its people to be accountable to meet the high standard of excellence expected by our customers.

This role strides internal and external stakeholders and the rewards received in troubleshooting and providing the best possible service are not just monetary.

Role Profile:

The Integration & Service Analyst is responsible for collaborating with school district administrators, IT departments, and FreshGrade Customer Care, Account Management and Development to diagnose and troubleshoot data and software issues, propose fixes and manage expectations. The ideal candidate will have advanced reasoning and logic skills with the ability to methodically resolve difficult and complex issues. Through deep product & data comprehension, you will also provide technical guidance and expertise to help prospective districts determine optimal approaches for integration with FreshGrade.

Main Responsibilities

  • Diagnose and troubleshoot technical issues, including initial account setup and configuration.
  • Oversee technical implementation and client roll-over process from a technical execution perspective and in close collaboration with Account Management.
  • Possess a strong understanding of FreshGrade app knowledge, capabilities and limitations to successfully troubleshoot issues and identify solutions.
  • Prioritize and manage several open issues at one time.
  • Ask customers targeted questions to quickly understand the root of problems.
  • Extract and manipulates data in PostgreSQL and MongoDB databases to confirm and establish the origin of data issues.
  • Maintain positive relationships with clients.
  • Document technical knowledge and resources on team confluence site.
  • Properly escalate unresolved or blocked issues to appropriate internal teams (e.g. development team).
  • Support Sales as required with product and implementation knowledge to ensure we sell the right features and opportunities to prospective districts and schools.

Required Qualifications and Experience

  • 5+ years hands-on experience supporting enterprise level clients with complex technical issues.
  • Advanced experience writing batch scripts and database queries as well as exposure to SQL and MongoDB (or equivalent experience manipulating data).
  • Ability to break down and define problems, analyze and extract data, and draw valid conclusions as well as recognize when to escalate for additional support.
  • Knowledge of at least one programming language, preferably Javascript.
  • Comfortable with multiple operating systems in an enterprise environment.
  • Technical project management experience is strongly preferred.
  • Exposure to Agile methodologies and continuous development/deployment tools.
  • Understanding of cloud architecture and services - Microsoft Azure experience is a plus.
  • A bachelor’s degree in a related field.

Other Skills, Abilities & Competencies

  • Analytical, pragmatic and entrepreneurial.
  • Excellent problem-solving and communication skills (both verbal and written).
  • Possess a strong blend of technical skills as well as soft skills (teamwork, interpersonal skills, decision making).
  • Strong collaboration skills and ability to communicate effectively with both technical and non-technical individuals.
  • Experience with single sign-on technologies such as ADFS & SAML is a plus.
  • Positive and accountable team member.
  • Focused and proactive

Total Compensation

A competitive market salary, group benefits and eligibility for the company’s Employee Share Option Plan.

How to Apply
A current, qualifying resume can be submitted to

The deadline for the Integration & Service Analyst job posting is Friday 23 February 2018

While FreshGrade genuinely appreciates all interest in this and any other open job postings, please be aware that only shortlisted candidates will be contacted about this position

Want to post jobs?

Become a member and start posting today!

Become a Member

Want to post a single job?

No problem! You can post a featured job for $150/listing.

Post a Job

Looking for work?

Post your resume to your member profile and get found today!

Post a Resume

Want to be your own boss?

Become an entrepreneur!

Learn more
Set Job Alerts
Choose an industry
Or choose a keyword