at University of Chicago in Chicago, Illinois, United States
Job Description
DepartmentARD Analytics & Technology Solutions
About the Department
Alumni Relations and Development (ARD) engages alumni (~220k), current students, parents, and friends of the University through intellectual, professional, and social activities on campus, around the world, and online. ARD raises $600 Million annually to support faculty and researchers, practitioners and patients, and students and programs across the University. Our work supports priorities in every division, school, department, and institute.
The Analytics and Technology Solutions (ATS) team provides technology and system solutions to enable ARD to meet aggressive fundraising goals and measure, analyze, and predict growth in constituency giving and participation. Using an enterprise approach to data and systems, ATS creates a data and user environment that is consistent yet agile. Collaborating with stakeholders to understand program strategies, ATS develops data, reporting, and analytics solutions that lead to actionable outcomes and actualized goals.
Job Summary
This position manages a team of professional staff responsible for resolving end user issues regarding hardware, site licensing, software and networking. Manages customer support during the installation of applications and computer peripherals. Monitors the deployment of devices to customers, including computers, tablets, mobile phones, and printers/copiers.
Responsibilities
- Leads team providing first line of technical support for Advancement staff, responsible for troubleshooting issues related to CRM functionality, software licensing, hardware, and other technology-related tools and systems.
- Works closely with business and technical teams within the department to develop and refine appropriate service level agreements (SLA) for resolution of different issue types.
- Ensures required information is collected for each user request and develops set of key performance indicators (KPI) monitoring SLA compliance and distribution of service across various issue and requester categories.
- Identifies opportunities for new/enhanced staff training that can reduce service requests, and works with internal training teams to develop and deliver training.
- Designs and implements procedures to improve tracking of IT user support issues, compliance with relevant University IT policy, and maintaining documentation for hardware, software, and service inventories for management reports.
- Identifies opportunities to gain value through innovations in how technology can be applied to Advancement business problems.
- Studies the needs and objectives of key stakeholder groups to inform strategy and plans.
- Works cross-functionality with partner operational teams to align goals and strategies.
- Advances a culture of data-driven decision-making, collaboration, and innovation throughout the organization.
- Seeks opportunities for professional development that will enhance job performance, including building networks within the University and with colleagues at peer institutions and to broadly diversify the advancement profession.
- Manages professional staff and/or supervisors. Establishes performance goals, allocates resources, and assesses policies for direct subordinates.
- Ensures teams provide timely and appropriate responses to IT user support issues and compliance with University security requirements
- Performs other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include a college or university degree in related field.
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Work Experience:
Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.
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Certifications:
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Preferred Qualifications
Experience:
- Minimum seven years of professional work experience in technology support, customer service, or related roles.
- Minimum three years of experience leading a project team or managing staff.
- Minimum one year of experience developing and monitoring budgets.
- IT customer service or direct user support role experience.
Technical Skills or Knowledge:
- Understanding of software development cycle, designing, coding, testing, and delivering software.
- Basic understanding of Agile delivery principles and tools including Kanban framework.
- Experience using a project management or case management software e.g. ServiceNow, Jira, Atlassian, Agile Accelerator, Zendesk, etc.
- Proficiency manipulating data in Microsoft Excel, using pivot tables, creating basic visualizations, filtering, sorting, etc.
- Translate business needs into technical specifications.
Preferred Competencies
- Outstanding interpersonal and communications skills characterized by the ability to listen, to speak, and to write effectively.
- Act with integrity, professionalism, and confidentiality.
- Work collegially and collaboratively in a team setting.
- Be self-motivated, take initiative, and think strategically.
- Prioritize multiple projects and independently follow through with detail.
- Comfortable with ambiguity.
- Work across various teams and projects simultaneously, advancing unified strategy.
- Proven track record in leading and mentoring teams towards achieving ambitious goals.
- Strong leadership skills, with the ability to influence and collaborate effectively with stakeholders at all levels of the organization.
- Strong project management skills, with an aptitude for leading end-to-end project delivery.
- Excellent communication, presentation, and interpersonal skills, with the ability to articulate technical concepts to non-technical audiences.
Working Conditions
- This position has a hybrid work schedule which includes weekly in-office presence.
- Standard office environment.
- Travel to campus and/or non-campus locations for University business.
- Work evenings and weekends as needed.
- This position is located in Hyde Park at 5235 South Harper Court.
Application Documents
- Resume/CV (required)
- Cover Letter, addressed to Hiring Committee (preferred)
When applying, the document(s) MUSTbe uploaded via the My Experience page, in the section titled Application Documents of the application.
Job Family
Information Technology
Role Impact
People Manager
FLSA Status
Exempt
Pay Frequency
Monthly
Scheduled Weekly Hours
37.5
Benefits Eligible
Yes
Drug Test Required
No
Health Screen Required
No
Motor Vehicle Record Inquiry Required
No
Posting Statement
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at:http://securityreport.uchicago.edu.Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637. To view full details and how to apply, please login or create a Job Seeker account
