Buckeye Link Training Analyst

Job Title:
Buckeye Link Training Analyst Department:
Strategic Enrollment | Buckeye Link

The Buckeye Link Training Analyst is responsible for training development and facilitation for new staff and upskilling current staff to ensure we provide excellent service to all prospective students, current students, parents, alumni, staff and constituents who contact Buckeye Link. The Training Analyst plays an important role in the onboarding of new counselors and in the retention of current staff by identifying opportunities for process improvement as well as solutions to enhance the Ohio State student experience.

This position updates and manages an internal staff-facing knowledge base and an external chatbot and serves as a subject matter expert and advanced resource for problem resolution for all Buckeye Link staff. The Training Analyst works independently at a high level and as a member of the Buckeye Link leadership team. As such, this position is empowered to make decisions in cases involving professional judgment and navigates complex or escalated cases independently.

• Serves as a key resource in training needs assessment and identification among new hires and current staff; this assessment can be identified through job shadowing, a pattern of escalated cases, or as a result of poor performance on scorecards

• On-boards, develops, and facilitates training for new hires and provides continuous learning opportunities and just-in-time training sessions for all Buckeye Link Counselors

• Assesses and evaluates counselor job readiness after the completion of training; spends additional time working side by side with counselors who need additional support

• Creates and maintains content in knowledge management system to ensure information is up to date, assists in updating chatbot content, and updates email templates in Salesforce as needed

• Provides in-depth consultation and expertise to staff and students on services performed in Buckeye Link and assists Buckeye Link Counselors in resolving complex cases; uses professional judgement and handles escalated cases independently

• Provides direct, immediate coaching to Buckeye Link Counselors so they may learn from the case/experience and apply knowledge to future cases

• Meets with managers regularly to review counselor progress and opportunities for improvement

• Maintains advanced understanding of the functionality that exists in the student information system (SIS) in relation to home office areas (admissions, orientation, student financial aid, student accounts, and student records) and Salesforce; trains other units and regional campus staff on Salesforce as needed

• Works with Associate Director and Director to assess and enhance operational policies, procedures, and systems that support the staff, mission, and goals of the office and the university

• Serves as liaison with key individuals in home offices to support problem resolution on behalf of students and families to meet Buckeye Link and university service expectations

• Serves on various committees and task forces with key individuals in home office and campus-partner offices to assess and enhance operational policies, procedures, and systems that support the staff, mission, and goals of the office and the university. Gathers information regarding process or policy changes from home offices and relays pertinent information to Buckeye Link staff

• Provides direct office support during peak periods

Required:

Bachelor's level degree or equivalent combination of education and experience. 4 years of progressive Buckeye Link experience is required. Consistent demonstration of university values and excellent professional judgment. Thorough knowledge of federal, state, and university…