User Support Specialist, Advancement Systems - University Advancement

Washington University in St. Louis•Clayton, MO

2d•Onsite

About The Position

The User Support Specialist in University Advancement at Washington University is responsible for providing front-line support to Advancement System Users, resolving system or user issues, and documenting issue analysis or resolution. The Specialist will serve as a member of the Advancement Systems User Support Learning Team and will report to the Manager of User Support. The Advancement Systems User Support Team focuses on supporting Advancement System Users and improving their system-related experience. The primary focus of the User Support Specialist is to provide professional and timely support to our systems end users. The Specialist will provide in-system consultation on best practices for utilizing the system to end users The Specialist will ensure that User Support is delivered at a high level of quality and will exhibit a strong level of professionalism and attention to detail.

Requirements

High school diploma or equivalent high school certification or combination of education and/or experience.
No specific certification/professional license is required for this position.
Relevant Experience (5 Years)
Not Applicable
A driver's license is not required for this position.

Nice To Haves

Relevant technology experience.
Demonstrated experience working with senior-level management, and end users at all experience levels.
Experience working in higher education, with strong preference given to candidates with experience in advancement/fundraising.
Associate degree, Bachelor's degree
No additional certification/professional licenses unless stated elsewhere in the job posting.
No additional work experience unless stated elsewhere in the job posting.
Analytical Thinking
Business Technology Strategy
Communication
Complex Systems
Computing Platforms
Confidentiality
Cross-Functional Teamwork
Customer Service
Deliverables Management
Detail-Oriented
End User Support
Fundraising
Highly Resourceful
High Volume Processing
Interpersonal Interactions
Learning Quickly
Microsoft Office
Multitasking
Office Productivity Software
Organizing
Positive Thinking
Prioritization
Professional Development
Project Management
Results Delivery

Responsibilities

Deliver User Support
Coordinate and enforce systems, policies, and procedures.
Ensure timely and effective resolution of technical or user issues.
Promote a customer service focus with User Support team to perform at or above the service level agreements, including professional and timely communication of progress to the end users.
Identify and document end user issue analysis to assist technical support team.
Process Improvement & Customer Service
Continuously improve service delivery processes
Demonstrate a culture of collaboration and continuous improvement within Advancement Systems teams, engaging with stakeholders, partners, and vendors to support strategic initiatives and operational needs.
Maintain sound documentation and provide trend analysis to the Manager of User Support.
Perform other duties as assigned.

Benefits

Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Take advantage of our free Metro transit U-Pass for eligible employees.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

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