Analyst, Advancement Technology Support
The University of Chicago

Job Info

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Department
ARD Advancement Technology Support

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 role provides professional support and solves straightforward problems to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals. With moderate direction from others, deploys a variety of devices to customers, including computers, tablets, mobile phones, and printers/copiers.

Responsibilities

• Provides 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 colleagues across ARD to troubleshoot, diagnose, and if needed, escalate questions and potential system issues related to Salesforce CRM, other software applications, and hardware devices.
• Delivers high-quality customer service by maintaining a professional and courteous demeanor while engaging with users.
• Assists with basic account management tasks such as password resets, account unlocks, and user profile updates.
• Assists with basic report and list creation.
• Contributes to the creation and maintenance of a knowledge base by documenting common troubleshooting procedures and solutions.
• Identifies opportunities for new/enhanced staff training that can reduce service requests, and works with internal training teams to develop and deliver training.
• Accurately documents user issues and resolutions in the ticketing system for future reference and escalation if needed.
• Identifies opportunities to gain value through innovations in how technology can be applied to Advancement business problems.
• Assists in ad-hoc list creation and basic report development.
• With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
• Seeks opportunities for professional development that will enhance job performance, including building networks within the University and with colleagues at peer institutions and with an eye towards broadly diversifying the advancement profession.
• With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Perform other related work as needed.

Minimum Qualifications

Education:
Minimum requirements include a college or university degree in related field.

Work Experience:
Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Experience:

• Professional work experience in technology support, customer service, or related roles.
• IT customer service or direct user support role experience.

Technical Skills or Knowledge:

• Understanding of software development cycle, designing, coding, testing, and delivering software.
• Proficiency using 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

• Excellent communication, presentation, and interpersonal skills. Articulate technical concepts to non-technical audiences.
• Comfortable with ambiguity.
• Outstanding interpersonal and communications skills characterized by the ability to listen, speak, and write effectively.
• Act with integrity, professionalism, and confidentiality.
• Work collegially and collaboratively in a team setting.
• Self-motivated, take initiative, and think strategically.
• Prioritize multiple projects and independently follow through with detail.
• Comfortable with ambiguity.

Working Conditions

• Standard office environment.
• Travel to campus and/or non-campus locations for University business.
• Work evenings and weekends.
• This position is located in Hyde Park at 5235 South Harper Court.
• This position has a hybrid work schedule which includes weekly in-office presence.

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
Individual Contributor

Scheduled Weekly Hours
37.5

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type
Hourly

FLSA Status
Non-Exempt

Pay Range
$32.69 - $38.46
The included pay rate or range represents the University's good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible
Yes
The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

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.

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