Position Details

Position Information

Recruitment/Posting Title	User Support Services Specialist
Job Category	Staff & Executive - Administrative & Support
Department	CCPD
Overview	Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses. Ranked in 2022 by Forbes as a top 100 best large employer in America, Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
Posting Summary	Rutgers, The State University of New Jersey, is seeking a User Support Services Specialist. Reporting to the Manager, User Services this position serves as an IT solutions provider to the Division of Continuing Studies (DoCS) programs, projects, personnel, clients, and stakeholders as well as the broad Continuing Education (CE) Lifelong Learning user community by providing daily CE application support, data gathering, reporting and IT user support to ensure proper delivery and use of systems and services consistent with agreed upon service levels. Among the key duties of this position are the following: Primary responder to telephone calls, email, and personnel requests for registration or technical support. Works with manager and IT staff to provide support to end users on a variety of issues while identifying, researching, and resolving technical problems. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides problem solving for IT platforms and solutions managed by DoCS to support university-wide CE programming, including but not limited to Xenegrade (ANCOR), NelNet, Canvas, Salesforce, Zoom, and Hopin. Assists with monitoring and reporting of programs activity and outcomes and contributes to development of guidance documents and system documentation.
Position Status	Full Time
Hours Per Week
Daily Work Shift	Day
Work Arrangement
FLSA	Nonexempt
Grade	03
Position Salary
Annual Minimum Salary	53498.000
Annual Mid Range Salary	67674.500
Annual Maximum Salary	81851.000
Standard Hours	37.50
Union Description	Admin Assembly (MPSC)
Payroll Designation	PeopleSoft
Benefits	Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview . Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
COVID-19 Immunization Requirement	Under Policy 60.1.35 , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Prospective employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster within two weeks (14 calendar days) of eligibility . Based on current guidance, individuals are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of any COVID-19 vaccine authorized or approved for use in the United States by the United States Food and Drug Administration (FDA) and recommended by the Advisory Committee on Immunization Practices (ACIP) of the Centers for Disease Control and Prevention (CDC). Eligibility for a booster against COVID-19 varies and is explained on the University’s web site located at https://coronavirus.rutgers.edu/covid-19-vaccine . Failure to provide proof of primary vaccination and booster will result in rescission of a prospective employee’s offer of employment and/or disciplinary action up to and including termination.
Seniority Unit
Terms of Appointment	Staff - 12 month
Position Pension Eligibility	ABP

Qualifications

Minimum Education and Experience	Bachelor’s Degree or equivalent experience in related specialty, experience using digital platforms in customer support, learner support, data management, project management or related field.
Certifications/Licenses
Required Knowledge, Skills, and Abilities	Good communication and documentation skills. Ability to handle multiple, shifting priorities and work cooperatively in a team environment.
Preferred Qualifications	Two years related experience Knowledge of University computing applications, proficiency with registration software systems, Customer Resource Management (CRM) platforms; website content management system tools; learning management systems (LMS), dashboard creation tools, HDI and/or ITIL certification(s), and experience working in a higher education environment is preferred.
Equipment Utilized	Salesforce; Xenegrade (ANCOR); NelNet; Drupal; Canvas; Ring Central; Zoom; Website Content Management Systems
Physical Demands and Work Environment	Ability to lift up to 30 pounds and travel to off-campus locations where lifelong learning events are hosted.
Special Conditions	Two positions available.

Posting Details

Posting Number	22ST2832
Posting Open Date	08/23/2022
Special Instructions to Applicants
Regional Campus	Rutgers University-New Brunswick
Home Location Campus	Cook (RU-New Brunswick)
City	New Brunswick
State	NJ
Location Details	New Brunswick, NJ 08901

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Infection Control and Safety

This position is subject to all Rutgers University policies, including TB surveillance and other infection control and safety policies. Please review the Tuberculosis Surveillance Policy for additional information.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement