Insights And User Experience Specialist

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

Primary Purpose of Organizational Unit

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

Position Summary

This position is a 100% remote work arrangement, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside in North Carolina, within a reasonable commuting distance of their assigned duty station.

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

As part of the Customer Support Tool Engagement Team, the Insights and User Experience Specialist supports the use of TeamDynamix (TDX) through data analysis and reporting, process improvement, customer engagement and consultation, and support and administration.

Data analysis and reporting: Point person for data analysis and reporting for TDX. Scope includes internal team needs and external customer needs. Consults on TDX data structure and integrity and performs data analysis on TDX ticket and administrative data. Maintains standard dashboard reports for TDX agents and IT managers and executives. Reporting needs include, but are not limited to, volume, trends, forecasting needs, cost analysis, return on investment, and identifying areas for improvement.

Process improvement: Contributes to TDX process improvement by identifying needs through data analysis and regular touch points with campus stakeholders. Needs include inefficiencies, duplications, pain points, etc. in processes between the University community (all faculty, staff, students, & other affiliates) and the groups leveraging TDX. Researches possible solutions to identified issues and advises the responsible teams on recommended improvements.

Engagement and consultation with campus customers: Engages in regular meetings with campus stakeholders and customers to identify opportunities for TDX use and enhancement, with a focus on streamlining processes and enhancing user (both customer and agent) experiences.

TeamDynamix support and administration: Part of the team responsible for the upkeep and support of the TDX platform. Plays a key role in standardization of schemas and other areas that impact the ability to accurately surface and report on data. Has administrative access to TDX and helps make configuration changes as needed. Also serves as a key point of contact for customers to support their use of TDX.

Minimum Education and Experience Requirements

Master's and 1-2 years' experience; or Bachelors and 2-4 years' experience; or will accept a combination of related education and experience in substitution.

Required Qualifications, Competencies, and Experience

• Effective communication; capable of creating clear, concise, and impactful messages describing technical concepts to both technical and non-technical stakeholders

• Strong organizational skills to juggle multiple tasks and meet deadlines

• Ability to turn requirements/findings into actionable solutions

• Creative problem-solving skills

• Customer service-oriented

Preferred Qualifications, Competencies, and Experience

• Professional experience in IT functions

• Demonstrated experience in data analysis, reporting, and visualization

• Ability to drive change based on data and insight

• Demonstrated experience in process improvement

• Experience with TeamDynamix and/or other service management platforms

• Experience in Higher Education

Special Physical/Mental Requirements Campus Security Authority Responsibilities

Not Applicable.

Special Instructions Quick Link https://unc.peopleadmin.com/postings/283110