The University of Chicago
Analyst, Advancement Technology Support
The University of Chicago, Chicago, Illinois, United States, 60290
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12347421 Department
ARD Advancement Technology Support
About the Department
Alumni Relations and Development (ARD) engages alumni (\220k), current students, parents and friends of the University through intellectual, professional and social activities on campus, around the world and online. ARD raises \$600 Million annually to support faculty and researchers, practitioners and patients, and students and programs across the University. Our work supports priorities in every division, school, department, and institute.
The Analytics and Technology Solutions (ATS) team provides technology and system solutions to enable ARD to meet aggressive fundraising goals and measure, analyze and predict growth in constituency giving and participation. Using an enterprise approach to data and systems, ATS creates a data and user environment that is consistent yet agile. Collaborating with stakeholders to understand program strategies, ATS develops data, reporting, and analytics solutions that lead to actionable outcomes and actualized goals.
Job Summary
This role provides professional support and solves straightforward problems to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals. With moderate direction from others, deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers.
Responsibilities
Provides first line of technical support for Advancement staff, responsible for troubleshooting issues related to CRM functionality, software licensing, hardware, and other technology related tools and systems.Works closely with colleagues across ARD to troubleshoot, diagnose, and if needed, escalate questions and potential system issues related to Salesforce CRM, other software applications, and hardware devices.Delivers high-quality customer service by maintaining a professional and courteous demeanor while engaging with users.Assists with basic account management tasks such as password resets, account unlocks, and user profile updates.Assists with basic report and list creation.Contributes to the creation and maintenance of a knowledge base by documenting common troubleshooting procedures and solutions.Identifies opportunities for new/enhanced staff training that can reduce service requests, and works with internal training teams to develop and deliver training.Accurately documents user issues and resolutions in the ticketing system for future reference and escalation if needed.Identifies opportunities to gain value through innovations in how technology can be applied to Advancement business problems.Assists in ad-hoc list creation and basic report development.With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.Seeks opportunities for professional development that will enhance job performance, including building networks within the University and with colleagues at peer institutions and with an eye towards broadly diversifying the advancement profession.With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.Perform set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.Perform other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include a college or university degree in related field.
Work Experience:
Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
Certifications:
---
Preferred Qualifications
Experience:
Professional work experience in technology support, customer service, or related roles.IT customer service or direct user support role experience.
Technical Skills or Knowledge:
Understanding of software development cycle, designing, coding, testing, and delivering software.Proficiency using project management or case management software e.g. ServiceNow, Jira, Atlassian, Agile Accelerator, Zendesk, etc.Proficiency manipulating data in Microsoft Excel, using pivot tables, creating basic visualizations, filtering, sorting, etc.Translate business needs into technical specifications.
Preferred Competencies
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ARD Advancement Technology Support
About the Department
Alumni Relations and Development (ARD) engages alumni (\220k), current students, parents and friends of the University through intellectual, professional and social activities on campus, around the world and online. ARD raises \$600 Million annually to support faculty and researchers, practitioners and patients, and students and programs across the University. Our work supports priorities in every division, school, department, and institute.
The Analytics and Technology Solutions (ATS) team provides technology and system solutions to enable ARD to meet aggressive fundraising goals and measure, analyze and predict growth in constituency giving and participation. Using an enterprise approach to data and systems, ATS creates a data and user environment that is consistent yet agile. Collaborating with stakeholders to understand program strategies, ATS develops data, reporting, and analytics solutions that lead to actionable outcomes and actualized goals.
Job Summary
This role provides professional support and solves straightforward problems to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals. With moderate direction from others, deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers.
Responsibilities
Provides first line of technical support for Advancement staff, responsible for troubleshooting issues related to CRM functionality, software licensing, hardware, and other technology related tools and systems.Works closely with colleagues across ARD to troubleshoot, diagnose, and if needed, escalate questions and potential system issues related to Salesforce CRM, other software applications, and hardware devices.Delivers high-quality customer service by maintaining a professional and courteous demeanor while engaging with users.Assists with basic account management tasks such as password resets, account unlocks, and user profile updates.Assists with basic report and list creation.Contributes to the creation and maintenance of a knowledge base by documenting common troubleshooting procedures and solutions.Identifies opportunities for new/enhanced staff training that can reduce service requests, and works with internal training teams to develop and deliver training.Accurately documents user issues and resolutions in the ticketing system for future reference and escalation if needed.Identifies opportunities to gain value through innovations in how technology can be applied to Advancement business problems.Assists in ad-hoc list creation and basic report development.With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.Seeks opportunities for professional development that will enhance job performance, including building networks within the University and with colleagues at peer institutions and with an eye towards broadly diversifying the advancement profession.With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.Perform set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.Perform other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include a college or university degree in related field.
Work Experience:
Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
Certifications:
---
Preferred Qualifications
Experience:
Professional work experience in technology support, customer service, or related roles.IT customer service or direct user support role experience.
Technical Skills or Knowledge:
Understanding of software development cycle, designing, coding, testing, and delivering software.Proficiency using project management or case management software e.g. ServiceNow, Jira, Atlassian, Agile Accelerator, Zendesk, etc.Proficiency manipulating data in Microsoft Excel, using pivot tables, creating basic visualizations, filtering, sorting, etc.Translate business needs into technical specifications.
Preferred Competencies
\