User Support Specialist, Advancement Systems - University Advancement

Scheduled Hours

40

Position Summary

The User Support Specialist in University Advancement at Washington University is responsible for providing front-line support to Advancement System Users, resolving system or user issues, and documenting issue analysis or resolution.
The Specialist will serve as a member of the Advancement Systems User Support Learning Team and will report to the Manager of User Support. The Advancement Systems User Support Team focuses on supporting Advancement System Users and improving their system-related experience.
The primary focus of the User Support Specialist is to provide professional and timely support to our systems end users. The Specialist will provide in-system consultation on best practices for utilizing the system to end users
The Specialist will ensure that User Support is delivered at a high level of quality and will exhibit a strong level of professionalism and attention to detail.

Job Description

Primary Duties & Responsibilities:

Deliver User Support

• Coordinate and enforce systems, policies, and procedures.
• Ensure timely and effective resolution of technical or user issues.
• Promote a customer service focus with User Support team to perform at or above the service level agreements, including professional and timely communication of progress to the end users.
• Identify and document end user issue analysis to assist technical support team.

Process Improvement & Customer Service

• Continuously improve service delivery processes
• Demonstrate a culture of collaboration and continuous improvement within Advancement Systems teams, engaging with stakeholders, partners, and vendors to support strategic initiatives and operational needs.
• Maintain sound documentation and provide trend analysis to the Manager of User Support.

Perform other duties as assigned.

Working Conditions:

Job Location/Working Conditions
* Normal Office Environment

Physical Effort
* Typically Sitting at a desk or table

Equipment
* Office Equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Preferred Qualifications

• Relevant technology experience.
• Demonstrated experience working with senior-level management, and end users at all experience levels.
• Experience working in higher education, with strong preference given to candidates with experience in advancement/fundraising.

This position is located in St. Louis, MO and the targeted hiring range for this position is $27.21 - $33.00/hourly.

Preferred Qualifications

Education:

Associate degree, Bachelor's degree

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Analytical Thinking, Business Technology Strategy, Communication, Complex Systems, Computing Platforms, Confidentiality, Cross-Functional Teamwork, Customer Service, Deliverables Management, Detail-Oriented, End User Support, Fundraising, Highly Resourceful, High Volume Processing, Interpersonal Interactions, Learning Quickly, Microsoft Office, Multitasking, Office Productivity Software, Organizing, Positive Thinking, Prioritization, Professional Development, Project Management, Results Delivery

Grade

G11-H

Salary Range

$27.21 - $43.56 / HourlyThe salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.