One Stop Operations Support Specialist

University of Virginia

About The Position

The UVA One Stop provides quality service in support of prospective and current students, families, University colleagues, and external stakeholders in a warm, welcoming, and professional environment. The UVA One Stop serves as the primary point of contact for Enrollment services, including the offices of Undergraduate Admission, the University Registrar, and Student Financial Services. Our team shares a deep commitment to fostering an inclusive, collaborative, and equitable culture in the One Stop, Enrollment, and the larger University community. The UVA One Stop Operations Support Specialist is a new role created to strengthen the technological infrastructure, omni-channel service delivery, and operational support for UVA’s centralized student service center. This position supports the successful implementation and ongoing enhancement of the One Stop, with a particular focus on optimizing services for Pell-eligible students. Leveraging Salesforce as the Customer Relationship Management platform, the Operations Support Specialist will administer systems, analyze service channels, produce data-driven reporting, provide real-time support, and ensure that staff have the tools needed to deliver high-quality, efficient, and personalized service. This is a 12 month limited term role based on funding for possible extension.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).
At least 2+ years of experience supporting enterprise technology systems in a customer-facing environment.
Experience with Salesforce (Service Cloud preferred) or similar case management systems, contact center, or interaction management platforms.
Demonstrated ability to analyze data and produce actionable reporting.
Strong communication and interpersonal skills; ability to work effectively with cross-functional teams.

Nice To Haves

Experience working in a higher education setting, particularly in student services or enrollment management.
Familiarity with omni-channel service strategies and tools (e.g., chat, email, SMS, self-service portals).
Salesforce Administrator certification or equivalent experience.

Responsibilities

Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with all software systems (e.g., new user setup, tier-one troubleshooting).
Collaborate with internal IT and Finance teams to ensure alignment and continuity of service-level agreements.
Support the integration and optimization of tools such as chatbots, knowledge bases, appointment systems, and other omni-channel platforms.
Serve as the primary point of contact for One Stop technology-related needs and issues.
Monitor and analyze the performance of communication channels (e.g., phone, chat, email, in-person, and self-service), making recommendations to One Stop leadership on real-time resource allocation.
Generate regular and ad hoc reports on service levels, student engagement, channel usage, and outcomes.
Use data insights to recommend and implement service improvements and technology enhancements.
Recommend, develop, and support technology solutions that enable seamless transitions between channels (e.g., chat to phone, phone to in-person).
Provide support for initiatives that increase the personalization and responsiveness of service delivery.
Support extended service offerings, such as off-hours communication via chatbot, that meet the diverse needs of Pell-eligible students.
Partner with One Stop leadership, frontline staff, and IT to understand evolving student needs and respond with agile technology solutions.
Participate in planning sessions to design long-term technology and service strategies that promote equity and access.