Assistant Director for Application Support and Training
Job ID: R0035876 | IT Support | Full Time | Charlottesville, VA
UVA's Office of University Advancement seeks applications for an Assistant Director for Application Support and Training to join the Advancement Operations Team. The Assistant Director for Application Support and Training provides top-notch and smart customer services and support to the UVA Advancement Community, a team of 450 focused on raising $5B for the University of Virginia. The Assistant Director will be responsible for ensuring that members of the community have access to the technology systems and equipment to do their jobs, and that they have a basic and contextual understanding of how to use it and do basic troubleshooting. In addition, they will manage role-based account access for all advancement systems and software platforms. They will deploy mobile devices to staff based on policy and role and maintain mobile device inventories. Responsibilities will include negotiating with vendors to keep par inventories and talk-minutes pool that is reviewed at least quarterly for trends and changes in usage.

The Assistant Director will need to have excellent personal and interpersonal skills to create engaging training designed for end user groups and maintaining direct relationships with vendors and technology partners across the University. This will include updating content to support and being proficient in Advancement's constantly developing platforms.

The Assistant Director will be responsible for developing and marketing video and written training bytes for the Advancement community and providing 1:1 deskside support. Experience using video recording/editing software to produce training is a plus. The Assistant Director will evaluate and maintain listservs and directories for the community, ensuring that timely information is delivered to community members in ways that are segmented and targeted. They will assist in maintaining the Advancement Hub, our intranet, making sure that the information posted is kept current and organized effectively. The Assistant Director will report to the Associate Director for People Operations and will serve as the live Advancement Help Desk.


Job Duties:
Provide top-level orientation and support for advancement applications and software platforms.
  • Oversee and manage the Advancement Help Desk and assigned staff. The incumbent must be an anticipator, problem solver and solution-focused.
    • Develop a thorough understanding of Advancement systems in order to provide exemplary customer service, responding to help requests in a timely manner and connecting clients to partners for specific requests.
    • Manage a comprehensive Help Desk for Advancement, where community members can turn when they need assistance with Advancement business systems and tools.
    • Understand the technology training teams and SMEs and work through these cohorts to inform deploy service/support based on help calls received.
    • Utilize a ticketing system to track help desk requests and to report statistics on usage, types of requests, response/resolution time, etc. Analyze statistics and trends to identify training needs and other solutions to reduce the need for assistance.
    • Participate, as necessary, in end-user testing when new patches and upgrades are released.
    • Manage a full-time professional Help Desk Associate and student Help Desk Assistants.
  • Develop smart, relevant and digestible training.
    • Create and maintain virtual, asynchronous orientation courses for the technology systems deployed to users in the Advancement community.
    • Based on anticipated customer need, develop written and video job aids to help users with technology relevant to their role.
    • Update information and resources available on the intranet to ensure that they are relevant, timely and up to date.
  • Develop a "15-minute training" program.
    • Meet additional individual training needs through Deskside Support program, where community members can call on demand to receive in-person or virtually to get help with questions. Track these meetings to identify trends and more formal training needs.
  • Provision technology to users based on role.
    • Create and manage Advancement accounts. This requires strong customer service skills and an interest in understanding the framework for Advancement at UVA.
      • Create new accounts for institutional software systems and databases and internal web sites (e.g., Advance Web, Advancement Performance, Advancement HUB, EverTrue and future advancement systems) and communicate relevant information to new users (login information, tips for success, recommended learning paths, links to documentation).
      • Manage non-disclosure agreement process, ensuring that users sign the agreement before new accounts are created and that signed agreements are tracked and maintained electronically.
      • Track and audit accounts regularly for usage and job relevance. Develop a process to identify account holders that no longer use or need to use the system and deactivate their accounts, ensuring that the people who have access are active users who have a job-related need to have access.
  • Maintain contact lists for members of the Advancement community.
    • Maintain the Advancement Hub directory and its supporting system of reports.
    • Follow established policies and procedures for adding staff to listservs that are relevant to their role.
    • Perform regular maintenance and auditing of database and listservs to ensure accuracy of information and membership.

Requirements:
  • Bachelor's degree in computer science, MIS, computer engineering or related discipline. Relevant experience may be considered in lieu of a degree.
  • At least three years of relevant experience.
  • Relevant experience includes providing excellent customer support and troubleshooting.
  • Demonstrated knowledge of database systems.
  • Demonstrated excellent time management and organizational skills.
  • Excellent verbal and written communication skills.
  • The ability to present technical guidance and/or ideas in a user-friendly language. Ability to develop technical documentation for training and end user support.
  • Ability to prioritize workload, work under pressure and handle interruptions while continuing to be flexible and attentive to detail.
  • Experience working in a collaborative team oriented environment, while also being highly self-motivated.
  • Ability to absorb new ideas and concepts quickly.

Preferred Requirements:
  • Two to four years of direct job-related experience working in a university environment.
  • Functional experience with FreshService customer service ticketing software and Camtasia or other video-creating/editing software.
  • Technical training or other educating experience.

Committed to attracting and retaining a diverse staff, University Advancement honors your experiences, perspectives and unique identity. Together, we strive to create and maintain working environments that are inclusive, equitable and welcoming so we can best achieve our mission of supporting our broadly diverse partners, schools and networks of engaged alumni, parents and friends of the University.

UVA Advancement offers a flexible and hybrid workplace. All team members must have access to and maintain a secure home office environment with high-speed internet service and work collaboratively with others using a variety of technologies and tools. Depending on the type of position and work performed, or as deemed by manager, some positions may be required to work intermittently in a shared office space located in Charlottesville, Virginia.

The anticipated start date is mid-June 2022. This position is a restricted position and is dependent upon project need, availability of funding and performance. This is an exempt, benefited position. For more information on the benefits at UVA, visit hr.virginia.edu/benefits.

This position will remain open until filled. The University will perform background checks on all new hires prior to employment.

For more information about UVA and the Charlottesville community, please see http://www.virginia.edu/life/charlottesville and https://embarkcva.com/.


 


COVID Vaccination Requirement and Guidelines

 

Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.

 

 

 

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Rhiannon Michelle O'Coin
Rhiannon Michelle O'Coin
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Rhiannon Michelle O'Coin
Rhiannon Michelle O'Coin
Senior Recruiter
Connect on LinkedIn

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