Support and Training Specialist III

The Support and Training Specialist III facilitates and delivers trainings and creates business process and supplemental workflow documentation for distribution to university employees. The Specialist maintains the University's online help desk ticket system for Campus Solutions Services.

• Communicates as necessary with students, staff, and faculty to resolve issues that arise with CSS; reviews and compares Banner to PeopleSoft for data validation and conversion purposes; assists with various clean up exercises as required
• Creates student profiles as necessary, following all university procedures and protocols
• Maintains security for Campus Solutions, following UHS best practices; processes security requests for users, communicating with the user as necessary to resolve any queries that arise; assigns role and low-level security to university employees, including verifying security forms for auditing purposes
• Generates and updates the UHD PeopleSoft Functional Project Plan, collaborating as necessary with the UHD CSS Director
• Performs Image User Testing for the Security pages, following established procedures
• Assists with the PeopleTools quarterly Image Implementation communication and sign-off for the university
• Create business process documentation, revises, modifies, reformats, and archives documentation, and creates forms as requested

• Performs all other duties as assigned

Direct Reports:

• None

Delegation of Work:

• N/A

Supervision Given:

• N/A

Required Education:

• Bachelor's degree in Information Systems, Computer Science, Business, General Studies, or a related field

Required Experience:

• Minimum of five (5) years of related job experience

License/Certification:

• None required

• None

Knowledge:

• Knowledge of UHD academic policy

Skills:

• Comprehensive technical skills; excellent analytical and problem solving skills; strong training skills

Abilities:

• Ability to troubleshoot systems and develop solutions;
• Ability to prioritize and organize;
• Ability to develop documentation;
• Ability to articulate processes to a diverse set of users

Primary Work Location:

• Works in an office environment

Physical Demands:

• Work is performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements;
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
• Precise hand-eye coordination is required
• Ability to identify and distinguish colors is required
• Must be able to move up to 10lbs

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Instruction/Training

• Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
• Generates interest and enthusiasm in the subject or message from the participants.
• Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
• Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
• Displays applicable visuals and provides appropriate written materials to support the presentation.

Technical Expertise

• Possesses comprehensive knowledge and skills in a technical area.
• Effectively applies expertise to troubleshoot existing systems and develop solutions with existing technology.
• Competent to learn new technologies and integrate them with existing technology.
• Willing to share expertise and provide technical assistance to others.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.