Instructional Support Technician, Student Success Management
System
Position Information
Position Title: Instructional Support Technician, Student
Success Management System
Department: Undergraduate Education Office
Posting Link: https://apptrkr.com/9792605"">https://www.ubjobs.buffalo.edu/postings/64068
Job Type: Full-Time
Posting Detail Information
Position Summary
The University at Buffalo (UB)
Office of the
Vice Provost and Dean of Undergraduate Education seeks
to hire an
Instructional Support Technician. This
individual supports the university-wide goal of increasing student
retention and graduation. The student success management system,
EAB Navigate360, provides one entry point for students to schedule
interactions with student supporters on campus. The system provides
staff campus-wide with an easy-to-use platform to better serve our
students. This position, reporting to the Associate Director of
Student Success Management System, will serve as the first line of
response for the Navigate360 campus users and is responsible for
customer success.
Key accountabilities and
responsibilities:
- Deliver accurate, courteous, and professional responses to all
platform users who seek assistance with the student success
management system, EAB Navigate360
Organize and facilitate training in relation to effective use
of the student success system.
Develop and maintain mobile app content for students.
Create and maintain training resources to enhance and optimize
the use of the system across campus.
Support access provisioning through welcome to and training in
the student success management system.
Partner with the student success management system vendor, when
appropriate.
Provide front-line support to the student success management
system users.
Monitor user inquiries, questions, and requests.
Undergraduate
Education shapes, supports, and enhances the
undergraduate educational experience at UB. We focus on making each
student's experience academically excellent so they can meet and
exceed their individual goals.
We invite individuals to apply whose perspectives and experiences
will enrich and strengthen our organization. Undergraduate
Education serves a diverse constituency of patrons, and our
employees, services and policies strive to honor and reflect this
diversity. We encourage candidates who thrive in a welcoming
multicultural environment to apply.
Learn more:
University at Buffalo is an affirmative action equal opportunity
employer and, in keeping with our commitment, welcomes all to apply
including veterans and individuals with disabilities.
Minimum Qualifications
- Bachelor's degree and 2 years experience
- Excellent attention to detail and organizational skills
- Strong customer service skills in particular strong verbal,
written, and interpersonal communication skills, with the ability
to communicate clearly and respectfully with diverse
populations.
- Strong computer skills, including proficiency in MS Office
Suite is required.
- Ability to work both independently and collaboratively as part
of a team.
- A combination of education and experience may be considered in
lieu of the requirement.
Preferred Qualifications
- Master's degree and 1 year experience
- Experience in a college or university setting working with
student success programming, student advising or support, and/or
student success management systems
- Experience working with SUNY and/or UB systems
- Experience developing multi-media materials, like those
typically used in training
- MS SharePoint administration experience
- Navigate360 or other CRM administration experience
Physical Demands
Salary Range
$58,000 - $61,000
Special Instructions Summary
Is a background check required for this posting?
No
Contact Information
Contact's Name: Erin O'Brien
Contact's Pronouns:
Contact's Title: Chief Student Retention Officer
Contact's Email: ekobrien@buffalo.edu
Contact's Phone: 716-645-3396
Posting Dates
Posted: 08/28/2026
Deadline for Applicants:
Date to be filled: 09/28/2026
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