"Customer Experience Specialist II"

Customer Experience Specialist II

Company:
University of Central Missouri

Job Location:
Warrensburg, 64093

Category:
Software Engineer/Programmer

Type:
Full-Time

Salary: $66,000.00 Annually

Location: UCMO - Warrensburg, MO

Job Type: Exempt Staff Full Time

Job Number: 999480

Division: Infrastructure Services

Description

The Customer Experience (CX) team within the Office of Technology advances UCM's mission to transform students into leaders by providing dependable, secure, and high-performing technology services that empower learning, collaboration, and operational excellence. The team embodies UCM's values of Community, Diversity, Excellence, Learning, Opportunity, and Service, ensuring that technology solutions are delivered with professionalism, empathy, and accountability.
CX Specialists II serve as senior technical professionals responsible for advanced endpoint management, automation, configuration, and compliance across UCM's technology ecosystem. They provide leadership in designing and maintaining the platforms, tools, and processes that allow every UCM technology user to have a consistent and reliable experience. Working with limited supervision, they manage complex issues, guide projects, and develop solutions that improve performance, security, and lifecycle efficiency.

This position designs and deploys operating-system images, application packages, and configuration baselines; develops automation scripts; and produces compliance and lifecycle reports. The Specialist II serves as a key escalation point for CX Specialists I and collaborates with Customer Experience Leadership, Infrastructure, Information Security, and Application Solutions teams to align endpoint operations with institutional policy.
CX Specialists II are also expected to model the team's collaborative culture-mentoring others, sharing knowledge, and fostering continuous improvement through documentation and process refinement. This role requires exceptional technical acumen, analytical skill, and communication ability to translate complex technology into practical campus solutions that uphold UCM's standards of excellence and service.

Examples of Duties

Primary Responsibilities
Advanced Technical Operations (40%)

• Provide expert-level troubleshooting and resolution for advanced hardware, software, and network-connectivity issues.
• Manage endpoint configuration, patching, and compliance through BigFix, Jamf, and related enterprise tools.
• Develop, document, and maintain a strategic, unified update schedule that keeps campus systems secure, minimizes downtime, and ensures that critical patches and feature updates are deployed in a timely, low-impact, and well-communicated manner.
• Develop, package, deploy, and maintain standardized operating-system images and enterprise software applications.
• Create and maintain automation scripts (PowerShell, Bash, or Python) to streamline routine tasks and improve operational efficiency.
• Administer workstation accounts, permissions, and group policies within enterprise directory services.
• Serve as a technical escalation resource for CX Specialists I during complex troubleshooting or campus incidents.
• Perform additional duties as assigned to support UCM's technology operations.

System Administration and Integration (25%)

• Ensure endpoint performance, reliability, and compliance across all UCM departments.
• Test, evaluate, and deploy operating-system updates, application upgrades, and security patches in coordination with CX Leadership and Information Security.
• Collaborate with Infrastructure and Security teams to maintain alignment with network, authentication, and compliance standards.
• Integrate endpoint-management platforms with other institutional systems to support inventory, reporting, and automation goals.
• Generate compliance, lifecycle, and audit reports for review by Customer Experience Leadership and the CIO.

Project Leadership and Collaboration (20%)

• Lead technology projects focused on deployment, automation, and environment standardization.
• Research emerging endpoint tools and technologies; recommend improvements for reliability, security, and sustainability.
• Coordinate with vendors for product evaluation, implementation, and issue resolution.
• Provide mentorship, guidance, and training to CX Specialist I and student staff.
• Communicate upcoming technology changes, maintenance windows, and service impacts to campus stakeholders in a clear, organized, and timely manner.
• Work with Customer Experience Leadership to develop communication plans, scheduling strategies, and user-friendly messaging that ensure faculty, staff, and students are informed and prepared for changes before they occur.
• Serve as a key contributor in defining technical standards, imaging baselines, and security configurations.

Documentation and Knowledge Management (15%)

• Develop and maintain comprehensive technical documentation, including configuration procedures, deployment instructions, and troubleshooting guides.
• Document the narrative of support for complex or systemic issues, ensuring future reference and organizational learning.
• Maintain accurate Knowledge Base content to promote transparency and self-help across the UCM community.
• Provide training and demonstrations to CX staff on new technologies, standard operating environments, and workflow updates.
• Support continuous-improvement efforts by identifying opportunities for automation and process optimization.

Typical Qualifications

Minimum Qualifications

Education:
+ Bachelor's degree in information systems, computer science or related field. Master's preferred.
+ Education may be substituted for experience or experience may be substituted for education. Note that equivalencies are based on the following: AA = 2 years experience; BA/BS = 4 years experience; MA/MS = 6 years experience; PhD = 8 years experience.

Experience:
+ Four years of experience in a full time technical support environment providing high-level and complex customer support for computer hardware and software in a networked or stand-alone environment
+ Two or more years of IT support or endpoint-management experience.
+ PC and/or Apple software problem-solving
+ Proficiency with TeamDynamix, BigFix, Jamf, or equivalent enterprise tools.
+ Classes and or certifications in technology-related field preferred
+ Demonstrated ability to work independently and manage multiple tasks efficiently.

Special Instructions:

Full-time staff & 12-month faculty benefits-eligible position: Benefits include competitive salary; health, dental, vision, life insurance, AD & D, long-term disability; 3 weeks paid vacation per year; 3 weeks of accrued sick leave per year; 13 paid holidays; retirement; and generous education assistance for an employee, spouse and dependent children taking classes at UCM.

9-month faculty benefits-eligible position: Benefits include competitive salary; health, dental, vision, life insurance, AD & D, long-term disability; 3 weeks of accrued sick leave per year; 13 paid holidays; retirement; and generous education assistance for an employee, spouse and dependent children taking classes at UCM.

Part-time benefits-eligible positions: Benefits include generous education assistance for the employee.

Temporary, adjunct, student employment, or graduate assistant positions: Benefits are not included.

Completed UCM online application for employment required. Incomplete applications will not be considered.

A review will begin immediately and continue until filled unless indicated otherwise.

NOTE: A background check is required for the selected candidate of all staff, faculty, adjunct, and temporary positions and any job offer is contingent on the results of this check. Student employees and graduate assistants do not require a background check to be conducted prior to employment.

The University of Central Missouri is an Equal Opportunity Employer.