Temporary Slate Support Specialist - Penn Engineering

University of Pennsylvania•Woodworth, OH

54d•$7 - $30•Hybrid

About The Position

Reporting to the Slate Application Developer in the Office of Academic Innovation, the Slate System Support Specialist is responsible for the effective coordination, support, and maintenance of the Slate CRM system. This role will predominantly be supporting the student success system needs for online, on-campus masters and graduate degrees; this role may also support admissions features where appropriate and necessary, as well. The Support Specialist is responsible for escalating issues to and collaborating on cases with the Slate System Developer to ensure timely and accurate addressing of requests. This role should feel comfortable with independently maintaining workflows, managing application cycles, and providing technical support for events and marketing campaigns/emails. They will be the direct support contact for the online admissions and marketing team. Strong candidates for this position will have 1-3 years of experience with the Slate system, are familiar with the features that drive the admissions system, and are able to generally troubleshoot related concerns. Additionally, candidates with strong organizational and administrative skills will be good candidates as this role will require supporting administrative tasks for recruitment events, office hours, and student affairs events that use Slate to capture registration. This role will be hybrid and should anticipate two (2) days in-office in Philadelphia on the University of Pennsylvania campus.

Requirements

Bachelor's degree, preferably in an IT-related field, with one to three (1-3) years in an enrollment services role requiring technical and functional knowledge or an equivalent combination of education and experience.
Experience working in a CRM, preferably Technolutions Slate
Strong problem-solving and troubleshooting skills
Ability to learn quickly and understand complex processes
Proficiency in workflow management and campaign communication strategies
Excellent organizational and project management abilities

Nice To Haves

Experience supporting higher education admissions or marketing teams
Familiarity with Asana or similar task/project management tools
Understanding of student recruitment, marketing, and admissions processes and event management

Responsibilities

Slate Process Coordinator Coordinate/operate the Slate Admissions System for Penn Engineering, supporting online programs, on-campus masters and Ph.D., and our K12 admissions rounds
Support coordination of the Student Success system features, as well Manage the process of turning Student Success modules on and off for each cycle
Make system updates where appropriate, either live or between admissions application cycles; will collaborate with the Slate System Developer
Support workflow maintenance, including clearing workflows in preparation for the next cycle
Provide troubleshooting support for the Admissions/Marketing/Student Success team and serve as the primary support contact for the online Admissions/Marketing/Student Success team
Campaigns & Deliver Communications Support Support the development/build of ad hoc and campaign/drip emails in the Slate system, including recipient list queries, merge fields, and logic.
Work with Slate System Developer to confirm and build Deliver message queries where appropriate, along with conditional logic, merge fields, etc.
Request Processing, Triage & Escalation Triage incoming Slate-related requests into the various help channels (Slack, ticket request forms, etc.) and provide tier 1 support.
Manage the Slate Helpdesk Asana board and in collaboration with team, migrate issues to the backlog.
Cycle Preparation Checklist Coordination Maintain and coordinate the cycle preparation checklist projects in Asana to ensure all tasks are completed on schedule.
Provide recommendations for updating the checklist with the aim of tracking all behaviors required to open, manage, and close each admissions round.
Collaborate with other members of the Operations and Systems teams to ensure that their assigned tasks are completed timely, accurately, and drive toward key deadlines per the cycle prep checklist.
Events Support Provide Slate-related support for events managed by the admissions/marketing teams as well as student affairs, including online and on-campus recruitment and engagement activities.
Support includes auditing event templates and communications, supporting registration processes, and supporting event setup in Slate.
Provide day-of support for Slate-driven events, where appropriate.
System & General Support Ensure the Slate system has accurate user and permissions information.
Assign/update permissions at the discretion of the Application Developer.
Consistent deduping of records to ensure data accuracy and cleanliness.
Support System Developer with various tasks and projects where needed.
Other duties as assigned