Scheduled Hours

40

Position Summary

The User Support Specialist in University Advancement at Washington University is responsible for providing front-line support to Advancement System Users, resolving system or user issues, and documenting issue analysis or resolution.

The Specialist will serve as a member of the Advancement Systems User Support Learning Team and will report to the Manager of User Support. The Advancement Systems User Support Team focuses on supporting Advancement System Users and improving their system-related experience.

The primary focus of the User Support Specialist is to provide professional and timely support to our systems end users. The Specialist will provide in-system consultation on best practices for utilizing the system to end users

The Specialist will ensure that User Support is delivered at a high level of quality and will exhibit a strong level of professionalism and attention to detail.

Job Description

Deliver User Support

• Coordinate and enforce systems, policies, and procedures.

• Ensure timely and effective resolution of technical or user issues.

• Promote a customer service focus with User Support team to perform at or above the service level agreements, including professional and timely communication of progress to the end users.

• Identify and document end user issue analysis to assist technical support team.

 

Process Improvement & Customer Service

• Continuously improve service delivery processes

• Demonstrate a culture of collaboration and continuous improvement within Advancement Systems teams, engaging with stakeholders, partners, and vendors to support strategic initiatives and operational needs.

• Maintain sound documentation and provide trend analysis to the Manager of User Support.

 

Perform other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal Office Environment

Physical Effort

• Typically Sitting at a desk or table

Equipment

• Office Equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Preferred Qualifications

• Relevant technology experience.
• Demonstrated experience working with senior-level management, and end users at all experience levels.
• Experience working in higher education, with strong preference given to candidates with experience in advancement/fundraising.

This position is located in St. Louis, MO and the targeted hiring range for this position is $27.21 - $33.00/hourly.

Preferred Qualifications

Education:

Associate degree, Bachelor's degree

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Analytical Thinking, Business Technology Strategy, Communication, Complex Systems, Computing Platforms, Confidentiality, Cross-Functional Teamwork, Customer Service, Deliverables Management, Detail-Oriented, End User Support, Fundraising, Highly Resourceful, High Volume Processing, Interpersonal Interactions, Learning Quickly, Microsoft Office, Multitasking, Office Productivity Software, Organizing, Positive Thinking, Prioritization, Professional Development, Project Management, Results Delivery

Grade

G11-H

Salary Range

$27.21 - $43.56 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.