Advising Technology & Experience Manager - Student Success Administration - UTK

University of Tennessee•Knoxville, TN

4d•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 role evaluates complex advising processes, technology needs, stakeholder feedback, and data to identify barriers affecting students and advisors, and develops and recommends resources that promote effective use of advising systems and improve the advising experience in alignment with university policies, practices, and strategic priorities. The position independently coordinates advising technology initiatives and continuous improvement projects, collaborating across colleges and university departments to evaluate needs, resolve issues, and implement data-informed solutions. As a partner to the Director, the role helps maximize the advising experience and technical skills, without enterprise-wide responsibility or a student caseload. It also provides work direction to a student intern.

Requirements

Bachelor’s degree from an accredited four-year institution, or an equivalent combination of education and experience.
Three 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 presenting, facilitating, and translating complex or technical information.
Interpersonal skills to build relationships and represent the unit with vendors and campus partners in the Director’s absence.
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.
Student-centered approach and knowledge of the student lifecycle.
Ability to coordinate multiple projects, manage deadlines, and maintain progress across competing priorities.
Legally authorized to work in the United States full-time without requiring employment-based visa sponsorship now or in the future.

Nice To Haves

Master’s degree in higher education, student development, or a related field.
Two or more years of progressive professional 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 higher education.
Experience implementing or recommending technology solutions for campus-wide initiatives using systems such as Salesforce, Navigate, 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 in collaboration with colleges and university departments.
Apply knowledge of academic advising practices and student needs when evaluating system functionality, business processes, and technology solutions.
Coordinate the design, testing, validation, and ongoing refinement of advising system enhancements and new functionality.
Maintain working knowledge of advising-related systems and troubleshoot complex issues or make appropriate 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 system use, student self-service, and consistent advising practices.
Analyze advising data, reports, stakeholder feedback, and information from multiple sources to identify trends, barriers, and opportunities to improve 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.
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.
Assist with implementation and refinement of the advising strategic plan and evaluate progress against goals and outcomes.
Collaborate with colleges and university departments to resolve implementation challenges, consulting with the Director on novel, sensitive, or potentially far-reaching matters.
Prepare analyses, materials, summaries, and recommendations for leadership and campus partners.
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 the impact of technology solutions, communications, initiatives, processes, and projects on different student populations.
Develop strategies to address barriers to navigating advising services and academic systems, improving access, clarity, engagement, student self-authorship, and student success.
Provide work direction to a student intern, including establishing assignments and priorities, monitoring work, and providing coaching and feedback.
Perform other duties as assigned.