Analyst, Advancement Technology Support - Military Veterans

Location: Chicago, IL
Job Description:

• Provides first line of technical support for Advancement staff, responsible for troubleshooting issues related to CRM functionality, software licensing, hardware, and other technology related tools and systems.
• Works closely with colleagues across ARD to troubleshoot, diagnose, and if needed, escalate questions and potential system issues related to Salesforce CRM, other software applications, and hardware devices.
• Delivers high-quality customer service by maintaining a professional and courteous demeanor while engaging with users.
• Assists with basic account management tasks such as password resets, account unlocks, and user profile updates.
• Assists with basic report and list creation.
• Contributes to the creation and maintenance of a knowledge base by documenting common troubleshooting procedures and solutions.
• Identifies opportunities for new/enhanced staff training that can reduce service requests, and works with internal training teams to develop and deliver training.
• Accurately documents user issues and resolutions in the ticketing system for future reference and escalation if needed.
• Identifies opportunities to gain value through innovations in how technology can be applied to Advancement business problems.
• Assists in ad-hoc list creation and basic report development.
• With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
• Seeks opportunities for professional development that will enhance job performance, including building networks within the University and with colleagues at peer institutions and with an eye towards broadly diversifying the advancement profession.
• With some direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Perform other related work as needed.

Preferred Qualifications

Experience:

• Professional work experience in technology support, customer service, or related roles.
• IT customer service or direct user support role experience.

Technical Skills or Knowledge:

• Understanding of software development cycle, designing, coding, testing, and delivering software.
• Proficiency using project management or case management software e.g. ServiceNow, Jira, Atlassian, Agile Accelerator, Zendesk, etc.
• Proficiency manipulating data in Microsoft Excel, using pivot tables, creating basic visualizations, filtering, sorting, etc.
• Translate business needs into technical specifications.

Preferred Competencies

• Excellent communication, presentation, and interpersonal skills. Articulate technical concepts to non-technical audiences.
• Comfortable with ambiguity.
• Outstanding interpersonal and communications skills characterized by the ability to listen, speak, and write effectively.
• Act with integrity, professionalism, and confidentiality.
• Work collegially and collaboratively in a team setting.
• Self-motivated, take initiative, and think strategically.
• Prioritize multiple projects and independently follow through with detail.
• Comfortable with ambiguity.

Working Conditions

• Standard office environment.
• Travel to campus and/or non-campus locations for University business.
• Work evenings and weekends.
• This position is located in Hyde Park at 5235 South Harper Court.
• This position has a hybrid work schedule which includes weekly in-office presence.

Application Documents

• Resume/CV (required)
• Cover Letter, addressed to Hiring Committee (preferred)

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.