Customer Technology Spec II

Opening

Full Time 40 hours Range URG 110 Center for Education Abroad

Schedule

8:30 AM-5 PM

Responsibilities

Position Summary:

Reporting to the Director of Operations, the Customer Technology Specialist II will serve as The Center for Education Abroad (CEA) systems expert: responsible for the daily support and maintenance of the Education Abroad Portal, The University of Rochester's online education abroad and international travel registration system (Terra Dotta software).

This position will serve as Center for Education Abroad office liaison with Institutional Research Office and Office for Global Engagement, coordinating data from various schools and departments across the University. The portal serves as central repository for all University international travel and engagement. Responsible for creating, implementing, and enforcing data policies to ensure quality of data integrity.

The Customer Technology Specialist II trains faculty, staff, and program leaders, on how to use the portal to manage program applications and is responsible for data mining, reporting, and troubleshooting in the area of applicant records, program applications, and data management. This position will work with the CEA leadership team to identify trends, and assist with compiling data for office reports.

Primary responsibilities include but are not limited to:

35% Systems Management:

Maintain expertise of software

• Oversee data integrity of all data regarding international travel of students, faculty, and staff

• Provide support to the Director of Travel and Risk Management, Office for Global Engagement, and schools to maintain the travel registration functionality

• Maintain updates in the portal including program push notifications, application deadlines, decision dates, and application learning content

• Maintain Global Visitor Program registry data, identify any system errors and make recommendations on process improvements

• Manage and maintain updates to online Pre-Departure learning module

• Updates, and maintains program brochures including Faculty-Led and other organized programs

• Liaise and consult with Institutional Research Office

• Building reports in Cognos

• Analyze, interpret, and compare data between Cognos and Education Abroad Portal

• Troubleshoot conflicting data records; reach out to schools and departments for missing information

• Provide guidance on how Cognos can best support the Education Abroad Portal

• Portal site design

• Provide recommendations and solutions for system; identify new processes that improve overall user experience.

• Serves as the administrative contact and primary University administrator for the Education Abroad Portal system.

• Supporting CEA staff and external users; respond to emails from students, faculty, and staff regarding Portal needs, technical issues, and troubleshooting

• Proactively identifies system inefficiencies, errors, or limitations and makes recommendations to Director of Operations

• Responds to inquiries from education abroad email account, CEA colleagues, and UR community regarding CEA portal
  25 % Reporting & Data analysis

• In collaboration, direction or absence of the Director of Operations, prepare reports, interpret and analyze data to identify student trends, international travel patterns, and program participation using statistical techniques.

• Create standard reports and queries that support the needs and goals of CEA

• Filter and clean data by reviewing reports and identifying problems in existing data

• Quarterly checks to ensure the integrity of the data is consistent and accurate
  15% User Training:

• Provides individualized and group training to all internal university clients on the Education Abroad Portal.

• Create voice narrated video training tutorials

• Develop training guides with screenshots, instructions, and checklists

• Host meetings to review changes in new versions of the Education Abroad Portal

• Conduct surveys or hold focus groups to continue to gain feedback on how to make improvements to the system and or process

15% Process and Workflow Development:

• Develop and update online processes for international travel registration for graduate, undergraduate, and independent travelers, and support campus partners across campus and the University

• Responsible for monitoring missing application itineraries; and communicates with applicants when necessary

• Ensure that Research Innovation Grant, Discover, Summer internship funding, and the College Supplemental Funds are accurately recorded in the Ed Abroad portal on a semester basis

• CEA Program maintenance and updates

• Exchange Program Maintenance (e.g. brochures, brochure tags, application deadlines, updates to program brochures)

• Audit system to ensure students going abroad have completed the process including all pre- and post-decision requirements in the system (e.g. conduct check, academic honesty, etc.)
  10% Vendor Management:

• Serves as main technical liaison and manager of all vendor relations with University Information Technology and Portal.

• Serves as a point of contact for projects that involve both University Information Technology, University Web Communications Team, and the CEA Portal dealing with Student Information System integrations and user authentication. IT Resource Planning and Budgeting: Evaluates new technology solutions for purchasing and deployment.

• Scheduling software - explore options and provide recommendations
  5% Education Abroad website maintenance:

• Monitor analytics provided by University Information Technology on website performance

• Work with Web Communications team to ensure any new layout or designs are updated appropriately for CEA

• In collaboration with the Event and Student Engagement Coordinator, update content to website with recommendations from CEA staff or campus partners

Perform special projects and assignments as requested by management team

Knowledge & Experience

• High School diploma or equivalent and 5 years of relevant experience required

• Associate's degree preferred Or equivalent combination of education and experience

• Advanced level of PC and Windows expertise and understanding required

• Proficiency in Mac computers and other iOS devices, handheld devices and other peripheral devices required

• Exceptional customer service and communication skills. Ability to diffuse difficult situations and maintain calm and professional required

• Ability to work both independently and as part of a team required

• Ability to balance multiple priorities in a dynamic and fast-paced environment required

• Logical thinker with advanced problem-solving abilities required

• Demonstrated project management abilities preferred

Technical Expertise

• Strong analytical skills with proven ability to collect, organize, analyze and disseminate significant amount of information with attention to detail and accuracy

• Strong knowledge in reporting databases and programming

• Preferred experience with Terra Dotta information system

• Expertise in statistics packages for analyzing datasets (excel); proficient in technology & online applications

• Problem solving of technical issues

• Database design development

• Data segmentation techniques

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University's mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $59,197 - $82,888 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.