IT Operations Support Specialist

Overview:


The UVA One Stop Operations Support Specialist is a new role created to strengthen the technological infrastructure, omni-channel service delivery, and operational support for UVA's centralized student service center. This position supports the successful implementation and ongoing enhancement of the One Stop, with a particular focus on optimizing services for Pell-eligible students.
Responsibilities:

* Technology Administration & Support

+ Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with all software systems (i.e new user setup, tier-one troubleshooting, etc). + Collaborate with internal IT and Finance teams to ensure alignment and continuity of service-level agreements. + Support the integration and optimization of tools such as chatbots, knowledge bases, appointment systems, and other omni-channel platforms. + Serve as the primary point of contact for One Stop technology-related needs and issues. * Channel Performance & Service Reporting

+ Monitor and analyze the performance of communication channels (e.g., phone, chat, email, in-person, and self-service), making recommendations to One Stop leadership on real-time resource allocation. + Generate regular and ad hoc reports on service levels, student engagement, channel usage, and outcomes. + Use data insights to recommend and implement service improvements and technology enhancements. * Enhancement of Student Experience

+ Recommend, develop and support technology solutions that enable seamless transitions between channels (e.g., chat to phone, phone to in-person). + Provide support for initiatives that increase the personalization and responsiveness of service delivery. + Support extended service offerings, such as off-hours communication via chatbot, that meet the diverse needs of Pell-eligible students. * Collaboration & Strategy

+ Partner with One Stop leadership, frontline staff, and IT to understand evolving student needs and respond with agile technology solutions. + Participate in planning sessions to design long-term technology and service strategies that promote equity and access.
Qualifications:

* Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience). * At least 1 year of experience supporting enterprise technology systems in a customer-facing environment. * Experience with Salesforce (Service Cloud preferred) or similar case management systems, contact center or interaction management platforms. * Demonstrated ability to analyze data and produce actionable reporting. * Strong communication and interpersonal skills; ability to work effectively with cross-functional teams.
Benefits:


This is a term-restricted position with a one-year term, with the possibility of a one-year extension based on grant extension. The salary for this role is $54,000 per year. This position will be a flexible Hybrid environment