IT Service Coordinator I or II

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Job Category:
Academic Staff

Employment Type:
Regular

Job Profile:
Service Coordinator II

Job Summary:

Come join our team in the Office of Admissions and Recruitment within the Division of Enrolment Management at UW-Madison! We are admissions professionals dedicated to recruiting, admitting, and enrolling the next generation of UW-Madison undergraduates.

The IT Service Coordinator will be an integral part of the Information Systems and Technology team that supports the use of enterprise-level and external systems. In a collaborative environment, the IT Service Coordinator will provide support in managing admissions-related data and optimizing systems functionality. They are a key contributor to day-to-day operations and play a significant role in planning for the future.

The IT Service Coordinator position is 100% Ongoing/Renewable.

Applicants for these positions will be considered for the Service Coordinator I and the Service Coordinator II titles. The title is determined by the experience and qualifications of the finalists.

This position is approved primarily for remote work, but there are regular commitments to be in-person, onsite at a designated campus work location so candidates should be available to commute to campus when needed.

Tasks for this position include:

• Support the development and regular optimization/maintenance of technical systems, including PeopleSoft Campus Solutions, Perceptive Content and Salesforce
• Support annual maintenance updates to external admissions applications and data integrations
• Work closely with developers to propose, design, and test software enhancements
• Assist in testing of software updates, implementations, and functional improvements
• Perform end-user system testing and training
• Perform daily business application and systems processing for data and document imports
• Create queries to gather, audit, and validate data in a variety of office and enterprise systems
• Support office staff by troubleshooting and resolving office system issues
• Collaborate with campus and UW System technologists on best practices
• Monitor daily processes and troubleshoot errors
• Become a team lead in key operational functions, such as oversight of the technical processes around admissions evaluations, functional communications setup and automation, and applicant portal functionality

Key Job Responsibilities:

• 30% Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives

• 45% Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects

• 0% Assists in the development of strategic planning initiatives and unit objectives for complex and strategically significant information technology services

• 5% Unique Responsibility: Demonstrates commitment to the University's mission statement, particularly to be sensitive and responsive to those groups which have been underserved by higher education. Participation in related learning activities is expected

• 5% Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns

• 15% Assists with the development and monitoring of the unit budget

Department:

Division of Enrollment Management (DEM), Office of Admissions and Recruitment

The Division of Enrollment Management (DEM) believes in our ability to contribute towards an ecosystem of innovation. Through this relentless desire for bold ideas, DEM leads a comprehensive strategic enrollment approach to attract, enroll, support, and graduate the most talented students. We foster equitable and seamless experiences, value research in practice, engage in responsible stewardship, provide inclusive support, collaborate, and increase access to higher education to accomplish our goals. With students firmly at the center of our actions, decisions, processes, and services, our work helps to deliver the impact of UW-Madison as a world-class institution that enriches communities across the globe.

The Division is comprised of a dedicated team of over 400 team members and includes the Office of Admissions and Recruitment, the Office of Student Financial Aid, the Office of the Registrar, and the Office of the Vice Provost for Enrollment Management. DEM invests in the professional growth of our team members and is committed to the highest standard of service for students, colleagues, visitors, and other partners.

Compensation:

The minimum annual salary is $65,449 for a Service Coordinator I

The minimum annual salary is $79,193 for a Service Coordinator II

This position is being posted as a Service Coordinator I and 2. The title and salary are determined by the experience and qualifications of the finalists.

This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund.

Required Qualifications:

Required for both Service Coordinator I and II:

• Strong analytical and creative problem-solving skills
• Ability to be engaged in ongoing learning and adapt to a variety of technical systems
• Excellent organizational skills and the ability to work under deadline pressures
• Strong interpersonal communication skills, including the ability to communicate technical concepts to non-technical users
• Demonstrated ability of being attentive to details and thorough in work

Required for Service Coordinator I:

• Understanding of databases and data structures

Required for Service Coordinator II:

• Understanding of databases and data structures, along with progressive experience in SQL or using system user interface tools for query writing

Preferred Qualifications:

Highly qualified applicants for both Service Coordinator I and II may have the following:

• Experience with or ability to acquire in-depth working knowledge of various software programs including SIS (Peoplesoft/Oracle Campus Solutions Student Information System), Perceptive Content (scanning and workflow software), and SalesForce (Customer Relationship Management)
• Applicable experience with technology project development, testing, and implementation
• Experience creating and executing technology project test cases
• Ability to effectively synthesize large amounts of process and policy information into clear public messages across communication channels
• Capacity for evaluating current processes and identifying areas for improvement
• A high degree of self-awareness; interest in giving and receiving positive and constructive feedback, as well as seeking out opportunities to learn and grow
• Strong emotional intelligence and interpersonal communication skills; ability to actively listen to stakeholder needs and incorporate them into future planning
• Demonstrated ability to maintain positive and respectful working relationships with others
• A collaborative and service-oriented work style with an understanding of and appreciation for identity, thought, experience, and ability

Highly qualified applicants for Service Coordinator II may have the following:

• Relatable higher education work experience managing technical work
• Skilled at managing multiple priorities
• Experience in PeopleTools technologies (e.g., Application Engine, PeopleCode, Integration Broker, SQR)
• Experience in PeopleSoft application development supporting Campus Solutions Admissions or proven work history of working directly with PeopleSoft developers
• Experience with PHP, Java, or other internet development environments

Education:

Bachelor's Degree preferred

Preferred focus in IT, Computer Science, Business or related field

How to Apply:

To apply for this position, select either "I am a current employee" or "I am not a current employee" under Apply Now. You will then be prompted to upload your application materials.

Important: The application has only one attachment field. Upload the following documents in that field, either as a single combined file or as multiple files in the same upload area.

• Cover letter

• Resume

Your cover letter and resume should highlight how your skills and experience align with the qualifications listed above. The hiring committee will rely on these written materials to determine which applicants move forward in the process. References will be requested from final candidates.

A criminal background check and a misconduct reference check will be conducted on all finalists.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment and must be able to sustain eligibility, without sponsorship, throughout the duration of their employment.

Contact Information:

Paula Gates, HR Manager

View email address on click.appcast.io

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.


The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).


The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.