Location: Evanston, IL
URL: www.northwestern.edu
One of the top-ranked universities in the country, Northwestern University, combines innovative teaching and pioneering research in a highly collaborative environment that transcends traditional academic boundaries. Northwestern provides students, faculty and staff with exceptional opportunities for intellectual, personal, and professional growth.
Job Summary:
The User Support Specialist is responsible for coordinating and providing end-user support and training for Northwestern’s web content management system. This includes providing training and documentation for customers as well as other support personnel. The incumbent oversees various projects and needed resources and develops schedules to ensure timely completion of Web Communications service requests. The incumbent also advises customers on available services and assists them in determining the best fit. In addition, the User Support Specialist coordinates with Web Comm staff and with vendors to resolve problems and provides support for web, WCMS and Plan-It Purple accounts.
Principle accountabilities:
Providing in-depth technical support of WCMS software, including working with relevant staff to troubleshoot problems, engaging in call center conversations with customers regarding problems or issues and providing one-on-one training/consulting to departmental representatives on WCMS, Plan-It Purple software;
Collaborating with others within and outside of Web Comm to resolve issues that cut across functional lines;
Working on group or individual activities such as developing end-user documentation and online FAQs, updating internal documentation, creating white papers, project plans and recommended standards or procedures;
Taking a leadership role, when assigned, in the resolution of technical issues related to enterprise software;
Providing triage/troubleshooting assistance to staff while improving personal knowledge of University applications and recommending solutions to general software, hardware and network problems encountered by customers;
Collaborating with other professionals including, but not limited to, functional support analysts and business process owners toward the support of enterprise software;
Attending training sessions and meetings regarding updates and/or enhancements to enterprise software;
Planning and coordinating projects that may involve team members from multiple University departments;
Working with Web Comm staff on modifications to the University’s WCMS necessary to support enterprise software;
Providing backup support, developing training materials and training new staff;
Performing other related duties as required or assigned.
Minimum Qualifications:
A bachelor’s degree, the equivalent customer service or help desk experience in an information technology environment or the equivalent combination of education and experience from which comparable knowledge and abilities can be acquired;
At least three years experience in a professional information technology environment, in customer support, consulting, help desk or call center areas;
Excellent verbal and written communication skills;
Demonstrated technical writing skills;
Demonstrated project management skills;
Excellent customer service skills;
Effective time management skills;
Training end users;
Strong organizational skills with a clear understanding of meeting deadlines;
Strong planning and scheduling skills with the ability to be flexible based on uncontrollable changes;
Ability to explain technology and technical solutions to non-technical customers;
Strong analytical and troubleshooting skills;
Demonstrated proficiency with Internet applications, including e-mail clients and web browsers;
Ability to act on own initiative and establish maintain effective relationships with management, co-workers and customers;
Ability to maintain composure and work effectively in a pressure setting;
Strong desire to work in a customer service environment;
Strong desire to develop and grow in knowledge and experience;
Demonstrated proficiency with a Web Content Management System.
Preferred Qualifications:
Experience in a university or highly decentralized corporate environment;
Supervisory or team leadership experience;
Working knowledge of a Web Content Management System;
Functional knowledge of HTML;
Functional knowledge of Web site development.
To Apply:
Northwestern University offers a comprehensive benefit plan, including tuition discounts. All resumes for this position must be received through the electronic recruiting system. For consideration, please click on the link below. You will be directed to Northwestern University’s electronic recruiting system, eRecruit, where you will search and apply for current openings. To apply for this position in eRecruit, enter the Job Opening ID number 13256 in the appropriate search field. Once you apply, you will receive an email confirming submission of your resume. For all resumes received, if there is interest in your candidacy, the human resources recruiter or the department hiring manager will contact you. Job Opening ID number for this position is # 13256.
http://www.northwestern.edu/hr/careers
Northwestern University is an Equal Opportunity, Affirmative Action Employer.
To apply: Apply online at www.northwestern.edu/hr/careers