Manager, User Support Systems - University Advancement

Position: Manager, User Support Advancement Systems - University Advancement
* In partnership with technology and business stakeholders, this role drives issue management and resolution practices that go beyond reactive support—implementing root cause analysis, process improvements, and preventative solutions to improve system reliability and user satisfaction.
* Evaluate and implement support technologies, tools, and workflows that increase efficiency, enable self-service, and enhance the overall support ecosystem.
* Establish support strategies, defining service standards and KPIs, and leveraging data and user insights to proactively identify trends, reduce friction, and enhance system adoption.
* Establish, monitor, and analyze metrics used to measure effectiveness.
* Oversee user support at each level to ensure consistency and standards are met throughout the organization.
* Initiate, coordinate, and enforce systems, policies, and procedures.
* Ensure timely and effective resolution of technical issues and support requests received from end users.
* Inspire the team through a positive and enthusiastic attitude, commitment to success, and personal and professional accountability.
* Promote and maintain a customer service focus with User Support team to perform at or above the service level agreements.
* Ensure that processes are fully documented.
* Monitor and analyze service performance metrics, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
* Typically sitting at desk or table.
* Repetitive wrist, hand or finger movement.
* Ability to move to on and off-campus locations.
* Advanced technical knowledge of application systems and analysis, as well as industry best practices.
* Understanding of best practices in Salesforce.
* Higher education experience, with strong preference given to candidates with experience in advancement/fundraising.
* 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%.
* 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.

Washington University in St. Louis' collective success is significantly attributed to the passion and outstanding efforts of our community. Our staff, faculty and trainees are committed to excellence and dedicated to carrying out our missions of research, teaching and patient care.

WashU prides itself on being a place where people matter, and serious work is done. Our people work together in an inclusive community that celebrates diverse perspectives, collaboration and innovation. We are a community of individuals inspired to work together to develop big ideas and tackle challenging problems.

We value the well-being of our people. WashU strives to create a positive employee experience where staff, faculty and trainees thrive, both personally and professionally. Our employees find meaning, connection and vitality in their work and life with a healthy work-life balance and support to learn, grow and make an impact at WashU, the community and the world.
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