The Information Support Technician supports the Enrollment goals by providing reports (from inquiry through deposit) to the entire campus community, managing online communications, and event registration. Provides reports to campus constituents and University System partners. Provides technical support for new initiatives as part of implementation teams using current technologies. All staff positions on campus support students and will be involved in student-focused activities.

This position will be primarily onsite based in Keene, NH.

Duties/Responsibilities

(50%)

Technical support for administrative use of Admissions applications including:

• Work as part of the Admissions team in the use of CRM application tools to implement strategic recruitment initiatives, including recruitment communication, event planning, and reporting. 

• Provide necessary support for the coordination of email campaigns including reporting and execution. a. Implement established communication plans b. Coordinate with M&C re: development of emails, content, links.

• Generate reports that support utilization of the CRM; includes but is not limited to the following: a. Phone Calling Reports that support Communication Plan b. Develop reports for events team c. Generate reports for print mailings.

• Provide technical and administrative support for CRM Technical Support

  • Work with department IT app Tech and Director to maintain and configure tech systems (scanning, Colleague, CRM) in support of admissions activities.

  • Testing Salesforce/Target X application upgrades.

  • Generate reports as requested to support campaigns, activities, and events including recruitment through yield communications.

  • Define report data, create dashboards, respond to external data requests for CRM data.

  • Responsible for the following tasks within CRM: i. Event creation ii. Broadcast emails (including automated messaging) iii. Personalized print communications iv. General data management of admissions data in CRM, SIS and Marketing Automation.

(40%)

Provide Communication Management Coordination for Admissions functions including:

• Communicating with prospective students throughout the entire admissions recruitment process by using a multitude of high touch contact applications (CRM, Marketing Automation platforms).

• Connecting prospective students with the appropriate Admissions Counselor to help foster relationships that lead to enrollment. Coordinator of the communication process, including email and texting. 

• Collaborating with Admissions and Marketing leadership to develop strategies and schedules for email campaigns.

  • Build new campaign workflows for drip campaigns, including action-based and timing logic - if/then scenarios that include more targeted workflows based on responsive behavior, call-to-action logic.

  • Update and maintain recipient lists, engagement programs, preference centers, and forms.

  • Troubleshoot any reported errors, ensuring campaign deliverability, opt-out compliance, and correct variable fields/dynamic content are being used for personalization.

  • Work closely with Salesforce Administrators to ensure data is clean and to support marketing initiatives.

  • Mapping out data back and forth from Salesforce and Pardot.

• Report writing within the CRM using a number of key criteria to extract the proper demographic group, and sending ongoing recruitment campaigns.

• Manage Event registration and communication (Overview/Tours, Open House, Admitted Student Days), Other Business Processes Include:

  • Mail merging all admissions decisions utilizing the CRM to develop admit letters (undergraduate and graduate).

• Oversee processes for communication to Honor's eligible students. Processes include developing reports and updating the Director of Honors. QC processes include: Validity of GPAs, SAT scores where needed, completing applications, and verification of residency. Communicate to Financial Aid of any changes. 

(10%)

• Deliver presentations and effectively communicate specifics about KSC in daily/weekend group information sessions. 

• Other duties as assigned.

Requirements

Minimum Acceptable Education & Experience:

• Associate’s Degree and two years of support experience, Bachelor’s degree, or a combination of education and experience equal to four years.

Knowledge, Skills & Abilities:

• Demonstrated ability to communicate professionally, accurately, and effectively through verbal, written, and telephone communications.

• Demonstrated strong customer-focused support skills.

• Demonstrated attention to detail.

• Ability to work well with users from diverse backgrounds and experiences and at levels within the college and organization.

Other Requirements:

• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, & PowerPoint.

• Demonstrated knowledge of and experience with Student Information Systems, CRMs, Marketing Automation, or Document Imaging, and report writing.

Preferred Qualifications:

• Bachelor's Degree

• Experience in Higher Education

Applicant Instructions

Applicants should be prepared to upload the following documents when applying online within the Resume/Cover Letter section of your application:

• Resume/CV

• Cover Letter

• Contact Information for 3 Professional References

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

This position falls within the collective bargaining unit for the Keene State College Administrative Staff Association (KSCASA), an affiliate of the National Education Association of New Hampshire (NEA-NH).

Keene State College is located in the scenic Monadnock region of Southwest New Hampshire and is an affiliate of the University System of New Hampshire. Located approximately 2 hours from Boston or Hartford CT, and 4 hours from New York City, the region contains many opportunities to enjoy outdoor recreation, cultural events, and a strong sense of community. To learn more about Keene State College, the University System of New Hampshire, and the Keene community, please
visit: https://www.keene.edu, https://www.usnh.edu/ or https://www.ci.keene.nh.us.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Compensation Pay Range:

The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

Location: