IT Service Coordinator I or II

University of Wisconsin Madison • Madison, WI

3d • Hybrid

About The Position

The IT Service Coordinator will be an integral part of the Information Systems and Technology team that supports the use of enterprise-level and external systems within the Office of Admissions and Recruitment at UW-Madison. In a collaborative environment, the IT Service Coordinator will provide support in managing admissions-related data and optimizing systems functionality. They are a key contributor to day-to-day operations and play a significant role in planning for the future. This position is approved primarily for remote work, but there are regular commitments to be in-person, onsite at a designated campus work location. Applicants will be considered for the Service Coordinator I and the Service Coordinator II titles, with the final title determined by the experience and qualifications of the finalists.

Requirements

• Strong analytical and creative problem-solving skills
• Ability to be engaged in ongoing learning and adapt to a variety of technical systems
• Excellent organizational skills and the ability to work under deadline pressures
• Strong interpersonal communication skills, including the ability to communicate technical concepts to non-technical users
• Demonstrated ability of being attentive to details and thorough in work
• Understanding of databases and data structures (Required for both Service Coordinator I and II)
• Progressive experience in SQL or using system user interface tools for query writing (Required for Service Coordinator II)

Nice To Haves

• Experience with or ability to acquire in-depth working knowledge of various software programs including SIS (Peoplesoft/Oracle Campus Solutions Student Information System), Perceptive Content (scanning and workflow software), and SalesForce (Customer Relationship Management)
• Applicable experience with technology project development, testing, and implementation
• Experience creating and executing technology project test cases
• Ability to effectively synthesize large amounts of process and policy information into clear public messages across communication channels
• Capacity for evaluating current processes and identifying areas for improvement
• A high degree of self-awareness; interest in giving and receiving positive and constructive feedback, as well as seeking out opportunities to learn and grow
• Strong emotional intelligence and interpersonal communication skills; ability to actively listen to stakeholder needs and incorporate them into future planning
• Demonstrated ability to maintain positive and respectful working relationships with others
• A collaborative and service-oriented work style with an understanding of and appreciation for identity, thought, experience, and ability
• Relatable higher education work experience managing technical work (Highly qualified applicants for Service Coordinator II)
• Skilled at managing multiple priorities (Highly qualified applicants for Service Coordinator II)
• Experience in PeopleTools technologies (e.g., Application Engine, PeopleCode, Integration Broker, SQR) (Highly qualified applicants for Service Coordinator II)
• Experience in PeopleSoft application development supporting Campus Solutions Admissions or proven work history of working directly with PeopleSoft developers (Highly qualified applicants for Service Coordinator II)
• Experience with PHP, Java, or other internet development environments (Highly qualified applicants for Service Coordinator II)
• Bachelor's Degree preferred
• Preferred focus in IT, Computer Science, Business or related field

Responsibilities

• Support the development and regular optimization/maintenance of technical systems, including PeopleSoft Campus Solutions, Perceptive Content and Salesforce
• Support annual maintenance updates to external admissions applications and data integrations
• Work closely with developers to propose, design, and test software enhancements
• Assist in testing of software updates, implementations, and functional improvements
• Perform end-user system testing and training
• Perform daily business application and systems processing for data and document imports
• Create queries to gather, audit, and validate data in a variety of office and enterprise systems
• Support office staff by troubleshooting and resolving office system issues
• Collaborate with campus and UW System technologists on best practices
• Monitor daily processes and troubleshoot errors
• Become a team lead in key operational functions, such as oversight of the technical processes around admissions evaluations, functional communications setup and automation, and applicant portal functionality
• Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives
• Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
• Assists in the development of strategic planning initiatives and unit objectives for complex and strategically significant information technology services
• Demonstrates commitment to the University’s mission statement, particularly to be sensitive and responsive to those groups which have been underserved by higher education. Participation in related learning activities is expected
• Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
• Assists with the development and monitoring of the unit budget

Benefits

• Generous paid time off
• Competitively priced health/dental/vision/life insurance
• Tax-advantaged savings accounts
• Participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level