Technology Solutions Specialist

ABOUT NAFSA:
Association of International Educators

With more than 10,000 members, NAFSA:
Association of International Educators is the largest and most comprehensive association of professionals committed to advancing international higher education. Based in the United States, we provide programs, products, services, and a physical and virtual meeting space for the worldwide community of international educators. The association provides leadership to its varied constituencies through establishing principles of good practice and providing professional development opportunities.

NAFSA encourages networking among professionals, convenes conferences and collaborative dialogues, and promotes research and knowledge creation to strengthen and serve the field. We lead the way in advocating for a better world through international education.

NAFSA believes that international education advances learning and scholarship, fosters understanding and respect among people of diverse backgrounds and perspectives, is essential for developing globally competent individuals, and builds leadership for the global community. We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all.

POSITION SUMMARY

The Technology Solutions Specialist’s role is to deliver support to and educate end users in the organization about how to use various types of association software programs efficiently and effectively in fulfilling business objectives. This position works closely with the Director of Data Infrastructure and Integrations to support day-to-day operations for web applications and technologies used by NAFSA’s staff, association members, and other stakeholders.

This position works closely with many departments that lean on technology to effectively deliver their respective work plans. The Technology Solutions Specialist must be able to multitask, self-prioritize, work independently, and interact with large numbers of internal and external clients and stakeholders. The position will actively collaborate with, support and cross-train Technology Solutions team members. The position will draw on the services of outsourced vendors as appropriate.

ESSENTIAL FUNCTIONS

Strategy and Planning (5%)

• Evaluate and analyze documented resolutions and trends for service desk issues; recommend ways to prevent recurring issues.
• Alert team and managers to emerging trends in incident reports.

Acquisition and Deployment (10%)

• Conduct research into software application products and services in support of using systems to fullest capabilities.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.

System Administration and Support (60%)

• Learn appropriate software applications used and supported by the organization, with a focus on association and data management systems.
• Perform administrative functions for the systems in the assigned application portfolio.
• Research solutions through internal and external knowledge base as needed.
• Test fixes and perform post-resolution follow up to ensure problems have been adequately resolved.
• Actively support a portfolio of applications by fielding incoming service desk tickets from end users to resolve and document application and software issues within mission-critical systems (These may include NAFSA’s AMS, data management tools, LMS, event technology, surveys, SaaS products, data visualization, etc.)
• Assist with producing reports and data outputs from supported systems.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Support other members of the team in interdependent projects and tasks.

Documentation, Training and Communication (20%)

• Develop and maintain current documentation on all supported systems to support knowledge transfer across the team and the organization.
• Cross-train technology team members in support of NAFSA’s technology environment.
• Formulate and conduct training sessions…