Sr Tech Integrations Specialist - Westchester, IL

Position Overview

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.

The Senior Technical Integrations Specialist is a key contributor to the success of strategic integrations for platforms such as ConnectOnce, the Follett Discover Suite of Tools, Follett Access, and the Follett Willo LTI Tool. This role will be responsible for implementing Follett's integrations at campus partners, ensuring a seamless implementation experience for campus partners by combining technical expertise, professional communication, and a commitment to customer satisfaction.

The Senior Technical Integrations Specialist manages a dynamic project queue to ensure the timely and accurate delivery of integrations. This role will need to proactively address challenges, resolve issues, and lead new implementations while providing Level 2 support for existing integrations. This role also involves close collaboration with IT and development teams to troubleshoot complex issues and optimize integration solutions.

Responsibilities

Integrations Planning & Implementation Execution:

• Collaborate with campus partners to establish connectivity to customer datasets and tools, including SSO and LTIs. Provide documentation, guidance, and consistent communication throughout the process.
• Analyze complex datasets to identify discrepancies, ensuring accurate configurations for downstream systems.
• Manage target dates and specific requirements with urgency, delivering integrations on time while keeping internal and external stakeholders informed.
• Monitor integration progress by tracking timelines and milestones, adhering to best practices, and maintaining professional communication and follow-ups with clients and internal teams.
• Ensure project and account details are consistently updated in Salesforce to maintain accurate records and visibility.

Integrations Support:

• Provide timely, professional support for escalated tickets, ensuring clear communication and effective resolution.
• Diagnose and resolve complex integration issues across datasets and platforms, collaborating with clients and internal teams through video calls and email.
• Identify recurring issues and contribute to proactive solutions that reduce ticket volume and improve customer satisfaction.
• Maintain an organized and accurate ticket queue, including proper categorization and resolution details.
• Participate in the development of tools and process enhancements to improve service delivery and customer satisfaction.

Process Management & Documentation:

• Partner with the Lead to identify areas for improving integration processes, leveraging feedback from campus partners and customers gathered during implementations.
• Analyze customer feedback and document trends to provide actionable insights that drive continuous improvement in processes and documentation.
• Develop and maintain clear, internal-facing documentation that provides clear direction for completing new implementations.
• Regularly review and update documentation to ensure accuracy, relevance, and accessibility.
• Organize process documentation to enhance usability and efficiency for internal teams.

• Bachelor's Degree in a related field or equivalent experience.
• 5+ years of experience working with clients on product integrations with EdTech Platforms and technical customer support.
• Proven experience working on the technical implementation of client integrations, including managing end-to-end integration processes.
• Ability to lead and manage integration projects from planning through implementation, monitoring progress, and ensuring on-time delivery with high-quality results.
• Experience configuring learning tools within major learning management systems (LMS) such as Blackboard, Canvas, D2L/Brightspace, and Moodle, ensuring correct configurations and successful deployments.
• Familiarity with student information systems (SIS) such as Ellucian, Banner, Colleague, Peoplesoft, Jenzabar, DataTel, and Workday is a plus.
• Experience using Salesforce is a plus.