Advising Technology & Experience Manager - Student Success Administration - UTK

University of Tennessee•Knoxville, TN

3d•Onsite

About The Position

The Senior Coordinator of Advising Technology & Experience provides specialized expertise and coordination related to the academic advising experience, student-facing technology solutions, project coordination, and advising practices. The position evaluates complex advising processes, technology needs, stakeholder feedback, and data to identify barriers affecting students and advisors, and develops resources that promote effective use of advising systems and improve the advising experience in alignment with university policies, practices, and strategic priorities. The role independently coordinates advising technology initiatives and continuous improvement projects, collaborates across colleges and university departments to evaluate needs and resolve issues, and implements data-informed solutions. As a partner to the Director, the position works to maximize the advising experience and technical skills without enterprise-wide responsibility or a student caseload. It also provides general guidance about advising services and directs the work of a student intern.

Requirements

Bachelor’s degree from an accredited four-year institution, or an equivalent combination of education and experience.
At least 3 years of experience working in a higher education setting providing academic or client support services, managing programs or projects, and proficiency using enterprise platforms, or an equivalent combination of education and experience.
Experience in academic advising, student success, student affairs, higher education, or a related field.
Technical proficiency with advising and student information systems, data dashboards, spreadsheets, and project implementation.
Ability to use technology and analyze data to evaluate experiences, identify opportunities, and communicate meaningful insights.
Strong project coordination and process improvement skills, including assessing advising community and student experiences.
Excellent oral communication and writing skills, including the ability to present, facilitate, and translate complex or technical information.
Interpersonal skills for relationship building and representing the Director with vendors and campus partners when needed.
Ability to think strategically and assess opportunities and concerns to enhance the student and advisor experience.
Sound judgment, discretion, and professionalism when supporting leadership priorities and handling sensitive or complex matters.
Knowledge of the student lifecycle and a student-centered professional approach.
Demonstrated ability to coordinate multiple projects, manage deadlines, and maintain progress across competing priorities.
Legal authorization to work in the United States full-time without current or future need for employment-based visa sponsorship.

Nice To Haves

Master’s degree in higher education, student development, or a related field.
At least 2 years of progressive professional work experience in higher education, advising, project management, using assessment and data to evaluate program effectiveness, or a related field.
Knowledge of academic advising and student success practices in a higher education environment.
Experience implementing or recommending technology solutions for campus-wide initiatives using common systems such as Salesforce, Navigate, or Slate; CRM platforms; or student information systems.
Proficiency with Qualtrics and experience in assessment, reporting, dashboards, and data visualization.
Familiarity with user experience, change management, design thinking, project coordination, or process improvement.
Technical expertise with Microsoft 365, including Excel, SharePoint, and PowerPoint, and experience creating knowledge articles.

Responsibilities

Evaluate complex advising technology and process needs and recommend solutions with colleges and university departments.
Apply knowledge of academic advising practices and student needs to evaluate system functionality, business processes, and technology solutions.
Coordinate the design, testing, validation, and refinement of advising system enhancements and new functionality; identify issues requiring cross-functional resolution.
Maintain working knowledge of advising-related systems, including CRM/SRM and student information systems, academic planning and degree audit tools, scheduling systems, and reporting resources; troubleshoot complex issues or make referrals.
Identify and recommend solutions for technology-related pain points, usability concerns, adoption issues, and process gaps affecting students and advisors.
Develop and maintain user-facing documentation, guides, and resources that support effective system use, student self-service, and consistent advising practices.
Analyze advising data, reports, stakeholder feedback, and other information to identify complex challenges, trends, barriers, and opportunities to improve advising services and the student experience.
Assess student and advisor needs and determine methods for evaluating service, process, technology, and engagement concerns.
Develop reports, visualizations, summaries, and presentations that translate complex information into actionable recommendations; adjust recommendations as operational needs, policies, or practices require.
Recommend and coordinate process improvements based on assessment findings and monitor outcomes.
Coordinate complex projects and strategic initiatives aligned with campus-wide advising priorities and division goals, including work plans, timelines, deliverables, and methods for accomplishing objectives.
Assist with implementation and refinement of the advising strategic plan and evaluate progress against established goals and outcomes.
Collaborate with colleges and university departments to identify and resolve project implementation challenges; consult the Director on novel, sensitive, or potentially far-reaching matters.
Prepare analyses, materials, summaries, and recommendations for leadership and campus partners to support decision-making.
Participate in professional development related to advising practices, student success strategies, technology, assessment, and emerging practices.
Provide general guidance on advising services, processes, systems, and resources, and evaluate student inquiries for appropriate solutions and referrals.
Evaluate technology solutions, communications, initiatives, processes, and projects for their impact on different student populations, using knowledge of academic advising and the student lifecycle.
Identify barriers to students navigating advising services and academic systems, and recommend solutions that improve access, clarity, engagement, student self-authorship, and student success.
Provide work direction to a student intern by establishing assignments and priorities, monitoring work, and providing coaching and feedback on projects supporting the advising experience.
Perform other duties as assigned.