Anthology Inc

Platform Engineer

• Engaging with development teams on architecting system design, deployment, and capacity planning
• Monitoring and logging the availability, performance, and health of production systems
• Enhancing and implementing automation and tooling to continuously improve reliability, scalability, and velocity
• 24/7/365 responsibility for assigned production applications, including on-call responsibilities
• Participating in emergency incident response and practicing blameless post-mortems
• Building, maintaining, and improving CI/CD pipeline for assigned applications
• Executing and maintaining industry best practices for security, compliance, and auditing

Platform Engineer I

Compliance

• Manage the maintenance and expansion of Anthology’s Federal and State compliance programs
• Build Anthology’s State/FedRAMP portfolios
• Provide subject matter expertise for FedRAMP and NIST 800-53 compliance standards and regulations
• Own management and execution of the external audit calendar in consultation with business processes and agency/state sponsors
• Lead the completion of corrective and preventive actions for findings of Compliance audits
• Ensure systems vulnerability and penetration tests are executed per State/Federal/Agency standards
• Ensure annual reviews and updates of System Security Plans are conducted
• Collaborate cross-functionally with technology and business stakeholders

Staff Governance, Risk & Compliance

Consultant

• Lead the implementation of our Reach CRM solution
• Work as part of a team to deliver solutions efficiently
• Achieve a high level of customer satisfaction
• Become a subject matter expert in Anthology’s solutions and implementation methodology
• Conduct business process reviews
• Guide customers through complex design discussions and configuration sessions
• Support user acceptance testing and deployment processes
• Lead customer training
• Follow established methodology to meet project deliverables for all assigned tasks
• Recognize potential solutions to a business problem
• Provide required documentation and training for tasks including design documentation, technical specifications, solution functionality, user procedures, test plans, and status reports
• Lead and deliver Microsoft Dynamics (CRM)/Power Apps projects through analysis, design, development, testing, training, and deployment activities
• Communicate information clearly, accurately, and timely to project team members and customers
• Identify, recognize, and escalate risks and issues
• Seek out and participate in learning activities to enhance knowledge of technologies, software packages, and the industry
• Foster an environment of teamwork both internally and externally
• Participate in project quality assurance reviews as necessary
• Assist in developing internal training materials and project productivity tools
• Participate in business development activities when requested
• Establish a positive, professional relationship with customers
• Establish proper communication channels with customer personnel and respond appropriately to all customer concerns/requests on a timely basis
• Provide Project Manager and customer management with ongoing progress reports according to the project charter
• Work proactively and cooperatively in a team environment to accomplish project deliverables
• Contribute to the management of the project goals and customer expectations
• Notify Project Manager of potential new business opportunities and project risks

Lead Technical Consultant

Implementation Specialist

• Troubleshooting and Issue Resolution: Diagnosing and resolving complex technical issues related to SIS and CRM customizations and integrations
• Analyzing error logs, system logs, and other relevant data to identify root causes of problems
• Implementing effective solutions to address reported issues
• Upgrade Planning and Execution: Collaborating with customers and internal teams within organization to assess the impact of software upgrades on customizations and integrations
• Developing comprehensive upgrade plans, including testing strategies and risk mitigation measures
• Executing upgrade processes, ensuring minimal disruption to customer operations post upgrade
• Post-Upgrade Recertification: Thoroughly testing customizations and integrations to verify functionality and performance post-upgrade
• Identifying and addressing any issues arising from the upgrade process in the customizations and integrations
• Documenting and communicating the outcomes of recertification activities to customers
• Knowledge Base Management: Contributing to and maintaining a comprehensive knowledge base of troubleshooting techniques, best practices, and common issues
• Sharing knowledge and expertise with the support team to improve overall efficiency and problem-solving capabilities
• Customer Communication: Effectively communicating with customers regarding issue status, resolution timelines, and potential impacts
• Providing clear and concise explanations of technical issues in a non-technical manner
• Building strong relationships with customers, fostering trust and collaboration

Implementation Consultant II

Customer Support

• Answer ing customer inquiries via phone, chat, and other electronic methods
• Respond ing to customer requests for product information and assistance
• Assist ing customers with complaints and billing inquiries
• Resolv ing customer service issues in a timely and professional manner
• Utiliz ing computer technology to handle a high volume of calls
• Work ing closely with team leads, supervisors and contact center managers to ensure customer satisfaction
• Adher ing to call script and call center policies
• Compil ing reports
• Managing customer interactions using provided Amazon Web Services (AWS) tools

Customer Service Advisor

Engineer

• Administer, monitor, and maintain Avaya Aura Communication Manager, Experience Portal, Session Manager, System Manager, and associated voice applications
• Perform regular upgrades, patches, and updates for Avaya systems, ensuring compliance with vendor recommendations and security standards
• Troubleshoot and resolve Tier 2/3 voice and telephony-related incidents, escalating to Avaya support as necessary
• Design, configure, and manage outbound campaigns (voice, SMS, email) through Avaya POM
• Work with business teams to implement customer engagement strategies, call treatment logic, and campaign reporting
• Optimize campaign performance, dialer pacing, and call completion rates
• Monitor campaign execution and provide operational support to ensure SLAs and compliance requirements are met
• Ensure seamless integration between Avaya platforms, CRM systems, and third-party applications
• Collaborate with IT, contact center operations, and business stakeholders to support engagement initiatives
• Maintain SIP trunking, call routing, IVR flows, and voice gateways
• Maintain accurate technical documentation, configuration records, and change logs
• Generate and analyze system and campaign reports to recommend improvements

Telecom Engineer I

Accountant

• Report to the Manager, Accounting with primary responsibility of ensuring timely accurate closing of the corporate accounting records
• Prepare and record monthly revenue journal entries in compliance with ASC 606 and company policies
• Ensure proper recognition of product, service, and subscription revenues, including deferred revenue
• Review customer contracts and assess revenue impact based on accounting guidance
• Assist with monthly, quarterly, and year-end close activities related to revenue
• Reconcile revenue-related accounts (deferred revenue, accounts receivable, unbilled revenue)
• Prepare revenue-related schedules, flux analyses, and supporting documentation for financial statements
• Support external and internal audit requests by providing revenue schedules, reconciliations, and supporting documentation
• Maintain compliance with SOX/internal controls related to revenue processes and ensure adherence to GAAP and company accounting policies
• Partner with Sales, Billing, and FP&A teams to resolve revenue-related issues and review customer invoices for billing accuracy
• Identify and implement process improvements to streamline revenue recognition and reporting
• Assist in system enhancements related to revenue and billing and support special projects such as new product launches, system implementations, or revenue forecasting
• Provide ad-hoc analysis and reports to management as needed

Accountant II

Recruitment

• Perform Student Success interviews
• Perform onboarding related tasks and ensure relevant data is entered into multiple recruiting systems in a prompt and accurate manner
• Collect, manage, and file personnel related paperwork including new hire paperwork
• Create offer letters, background check submissions, and administer new hire package
• Perform follow-up to ensure that paperwork is returned in a timely and accurate manner
• Validate and enter HR data for equipment shipments
• Respond to routine inquiries from candidates outside the company about next steps in the hiring process; ensure applications are updated
• Perform routine weekly data reports on onboarding and hiring metrics
• Handle multiple job tasks at one time and escalate issues in a timely manner
• Take inbound phone calls in a conversation-heavy environment

Staffing Assistant

• Report to the Manager, Accounting and ensure timely accurate closing of corporate accounting records
• Ensure accuracy and timeliness in accounting for operating, vendor, payroll, prepaid and accrued expenses
• Account for treasury entries and perform associated bank reconciliations
• Maintain and improve processes and procedures for treasury and general ledger entries
• Assist with month-end close process, prepare journal entries and reconciliations to meet close deadlines
• Support third-party auditors for year-end audit/review preparation
• Assist with maintaining internal controls across accounting areas managed by the general ledger team
• Support accounting system and reporting improvements, including Microsoft Dynamics 365 utilization

Full-stack Engineer

• Interacting closely with Integration Analysts to understand software requirements
• Implementing continuous integration and DevOps practices
• Conducting root cause analysis on integration support incidents
• Working in a highly collaborative environment to solve challenging technical and business problems
• Providing support and assistance for customer escalations and issues
• Multi-tasking many projects effectively
• Owning quality and accountability of deliverables
• Prioritizing and scheduling assignments to meet team deadlines and goals
• Sharing knowledge through technical presentations

Associate Software Engineer II

Customer Success Manager

• Serving as the primary customer contact relative to service delivery needs and Management
• Understanding customer business objectives and managing service delivery expectations
• Facilitating and coordinating customer and internal stakeholder communication
• Serving as the Application Administrator and a Subject Matter Expert for Anthology Reach and Raise products
• Configuring, integrating and developing Anthology Reach and Raise business solutions
• Assisting business owners in translating concepts and requests to written requirement
• Providing problem resolution for end users, including research on various data and reporting issues, collaborates to gain input on potential solutions
• Recommending system configurations and proposes business solutions where appropriate
• Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
• Evaluating upcoming Microsoft Dynamics 365 CRM and Anthology Reach/Raise releases and recommending the use of new features
• Communicating the status of releases, major projects, and ongoing Anthology activities to relevant stakeholders
• Performing ad-hoc system training as needed
• Driving escalated Product support tickets to resolution by coordinating with appropriate internal teams
• Participating in training and development opportunities to enhance knowledge of the Anthology Reach and Raise products and consulting practices
• Documenting customer interactions, solutions provided, and relevant information to support project documentation and knowledge sharing
• Contributing to process improvement initiatives to enhance the efficiency and effectiveness of customer engagements
• Creating and updating Salesforce cases for activity management
• Following existing initiative plans or templates, contributing to and coordinating weekly activity reports and communication
• This role requires occasional travel

Application Consultant II, D365 CRM

• Perform Student Success interviews and onboarding related tasks
• Review resumes and select qualified candidates to interview
• Schedule and conduct professional interviews and make new hire recommendations
• Collect, manage, and file personnel related paperwork including new hire paperwork
• Create offer letters, submit background checks, and administer new hire package through Emptrust
• Perform follow-up to ensure paperwork is returned in a timely and accurate manner
• Validate and enter HR data for domestic equipment shipments
• Respond to routine inquiries from candidates and ensure applications are updated
• Perform routine weekly data reports on onboarding and hiring metrics
• Handle multiple job tasks at one time and escalate issues in a timely manner

Seasonal Recruiter

• Ensure that customers see value throughout their entire Anthology journey
• Engage with customers to understand their goals and to create and execute plans that achieve partnership objectives
• Work primarily with personas using Blackboard LMS; requires specialized knowledge of the solution, higher ed, and relevant personas
• Strategic coordination of cross-functional teams and resources to ensure the customer receives appropriate support, resources, and services
• Assist account team members in identifying expansion (sales and services) opportunities
• Develop strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard
• Developing and implementing account engagements to ensure business objectives are met, modernization is achieved, and customer sentiment is positive
• Executing prescriptive playbooks based on customer need
• Conducting partnership reviews with customers to ensure progress on shared business objectives, including modernization
• Acting on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedback
• Promoting customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events
• Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers
• Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects
• Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
• Coordinating the renewal process in partnership with the RSM and CRM, contributing strategic insights to maximize value and positioning in renewal discussions
• Serving as an internal advocate for the customer, helping to drive support and change when necessary
• Serving as strategic coordinator for the account, executing tailored plans both internally and externally
• Acting as an information conduit from Anthology and the industry to customers
• Driving advocacy in the form of references and success stories
• Maintain accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP
• Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships
• Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership
• Traveling as needed for onsite customer engagements and events, approximately 25% of the time

Product Marketing

Senior Product Marketing Manager – Product Engagement

Support Engineer

• Provide multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email
• Document customer issues, reproduce and gather details on reported problems through resolution or escalation to Tier 2
• Draft, review, and publish product bugs/fixes into Knowledge Base
• Represent Customer Support in support meetings with product teams and external customers
• Provide outstanding customer service and represent the voice of the customer
• Participate in rotating on-call schedule covering nights and weekends for high severity issues
• Possible variable pay; duties may be reassigned by management

Technical Support Associate I

Manager

Manager, Implementation Consulting

• The Technical Account Manager is the trusted technical business advisor to clients, providing guidance around operations and optimizations of their IT infrastructure regarding Anthology’s products.
• Assigned to specific customer account(s) to build the technical support relationship between the client and Anthology; provide consulting and guidance; provide emergency solutions while escalating priority one issues; and serve as a primary technical liaison across internal departments.
• More than a technical point of contact, the Technical Account Manager is a personal advocate working on a client’s behalf to help proactively prevent issues before they arise, as well as escalating and driving the resolution of incidents that occur. This role requires a focus on partnering with customers by maintaining long-term relationships and clearly understanding technical challenges, corporate infrastructure, and key business drivers. This includes leading customer meetings and quarterly reviews, reviewing customer business practices and existing data, preparing weekly status reports, managing daily calls and meetings, and disseminating information internally to management and stakeholders.
• Technical Account Managers can also provide a development component in writing ad-hoc scripts, building automations with workflows, or custom reporting and more.
• The ideal candidate must demonstrate leadership skills and be proactive, self-starting, professional, quality-focused, and committed to being highly engaged with clients.
• Primary responsibilities will include: Account Management roles and responsibilities; Developing and fostering strong customer relationships; Identifying and evaluating business processes and assisting in defining accurate and efficient best practices; Meeting specific customer satisfaction goals; Development roles and responsibilities; Developing T-SQL customizations; Developing custom automations using Workflow technology; Developing custom reports using SSRS or PowerBI; Additional roles and responsibilities; Troubleshooting technical problems and answering general support questions for our various Anthology products; Maintaining documentations of customizations, integrations, and environment details; Consulting with customers on technical issues and recommending sound solutions; Solving unexpected complex issues to maintain operational efficiency; Providing feedback to the development team on issues pertaining to each product; Performing on-call duties during holidays, nights, and weekends as needed.

Senior Technical Consultant

• Define and execute a knowledge management strategy aligned with business goals
• Develop and maintain a centralized repository of proposal content, templates, boilerplate language, and FAQs
• Implement and manage knowledge management systems to support proposal development
• Advocate for continuous improvement in proposal content quality and knowledge workflows
• Capture tacit knowledge from SMEs into reusable assets
• Monitor usage and effectiveness of knowledge assets using KPIs and analytics
• Provide training and support to proposal teams on knowledge tools and best practices
• Communicating and influencing at a mid-level individual contributor capacity
• Coaching subject matter experts in persuasive writing and proposal best practices

Knowledge Manager

Product Designer

• The Opportunity: Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.
• The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.
• The Candidate: Required skills/qualifications:
• Relevant degree or equivalent experience
• 5+ years as a user researcher/product designer on both web and mobile products
• Experience running research such as usability testing
• Demonstratable experience in UX design and interaction design
• Excel at designing simple, inclusive, elegant products, which consider all screen sizes from mobile, through to desktop
• Strong portfolio showcasing solid user centered design practice and user research
• Team player and exceptional communicator who simplifies complexity, tells compelling stories, and can get buy in for critical design decisions
• Knowledge of inclusive design and accessibility
• Fluency in written and spoken English
• Preferred skills/qualifications:
• Service design experience, designing across systems and touchpoints
• Understanding of UK and European Higher Ed markets
• Experience designing and working with AI and machine learning
• Demonstrated ability to effectively work with remote, globally distributed teams, maintaining strong relationships across teams with diverse cultures and work styles
• Please include a link to your portfolio as part of your application.
• Only applications with portfolios links will be considered.
• Your portfolio can be a link to website or a Google Drive folder (or equivalent).
• While the full salary range for this role is (105,000 - 157,800), the expected hiring range for this opening is ($105,000 –$131,000), depending on experience and budget availability.
• This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required.

Platform Engineer I

Staff Governance, Risk & Compliance

Lead Technical Consultant

Implementation Consultant II

Customer Service Advisor

Telecom Engineer I

Accountant II

Staffing Assistant

Accountant II

Associate Software Engineer II

Application Consultant II, D365 CRM

Seasonal Recruiter

Customer Success Manager

Senior Product Marketing Manager – Product Engagement

Technical Support Associate I

Manager, Implementation Consulting

Senior Technical Consultant

Knowledge Manager

Product Designer, Sr.