User Support Specialist, Systems - University Advancement

Position Summary

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 primary focus of the role is to provide professional and timely support to our systems end users and to provide in‑system consultation on best practices for utilizing the system.

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.

40 hours per week.

• 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 the User Support team; perform at or above service level agreements; communicate progress to 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; engage 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.

Job Location /

Working Conditions:

Normal office environment.

Physical Effort:
Typically sitting at a desk or table.

Equipment:
Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

St. Louis, MO.

• Required
  
  Education:
  
  High school diploma, or equivalent high school certification, or a combination of education and/or experience.
• Required
  
  Work Experience:
  
  Relevant experience (5 years).
• Preferred Education:
  
  Associate degree, Bachelor's degree.
• Preferred Experience:
  
  Relevant technology experience; experience working with senior‑level management and end users; experience in higher education, especially advancement/fundraising.
• Skills:
  
  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.
• Certifications/Professional Licenses:
  None required.
• Driver's License:
  Not required.

Grade: G11‑H. Salary range: $27.21 – $43.56 per hour.

Personal:
Up to 22 days of vacation, 10 recognized holidays, and sick time; competitive health insurance packages; free Metro transit U‑Pass for eligible employees; defined contribution (403(b)) Retirement Savings Plan with employee and university contributions.

Wellness:
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more.

Family: 4 weeks of caregiver leave; family care resources for childcare; adult care covered; tuition coverage for you and your family (up to 100% at WashU and 40% elsewhere after seven years).

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.