Graduate Services Specialist

Sep 21, 2017
Institution Type
Four-Year Institution

Graduate Services Specialist

Union Level:
Department: Provost
Campus: San Francisco
Posting Number: 201301157P
Full or Part Time: Full Time
Number of Months: 12
Work Schedule:
Position End Date:
Open Date:
Close Date:
Open Until Filled: No
Special Instructions:

Primary Purpose:
As Graduate Student Support Services Specialist, this position serves as a liaison for students involved in San Francisco graduate (non-professional) academic programs with University-wide services to provide superior customer service for graduate students on the San Francisco Campus. Responsibilities include coordinating student support services with appropriate University departments and services in compliance with University policies and procedures.

Essential Functions:
1. Coordinates and ensures a comprehensive, exceptional, and consistent quality service experience for students engaged in graduate programs. These university services include, but are not limited to: admissions, registration, financial aid, benefits, library and learning support services, counseling, health and wellness, assessment, information technology, security, safety, maintenance and operations, student business services, cashier, bookstore, human resources, facilities, and other University wide support activities.
2. Provides excellent customer service that involves resolving problems and complaints, effectively identifying critical issues and resolutions. Creates a supportive atmosphere, maintains relationships and properly handles sensitive issues and materials.
3. Collaborates with university departments to directly problem-solve student questions regarding university services. If solutions cannot be provided at time of inquiry, provides referral to campus services in Stockton to escalate and promptly resolve issues to ensure student success.
4. Tracks, reports, and analyzes requests for services, issues and complaints to identify and recommends opportunities for additional support services and or improvement of delivery of current services.
5. Organizes graduate student orientation and related events, including, but not limited to professional guidance workshops for research and teaching assistants.
6. Develops and organizes professional development for graduate students.
7. Acts as information source to other staff and team members on graduate student support issues or projects.
8. Works collaboratively to maintain and update the Graduate School website, ensuring current and accurate information for graduate students, faculty, and staff.
9. Assists with the thesis and dissertation process, including formatting review and troubleshooting website upload.
10. Serves as the initial point of contact for grade or academic grievance processes.
11. Staffs and represents department at various University committees and meetings as assigned.
12. Performs other related duties as assigned.

Minimum Qualifications:
Bachelor’s degree and 1+ years of experience in higher education, education or professional development.

Preferred Qualifications:
Preferred Master’s degree or Bachelor’s degree and 3+ years of experience.

Skills/Knowledge and Expertise:
  • Strong knowledge of educational services including registrar & financial aid services and processes.
  • Understands current practices in student services delivery and the needs of working adults and working professionals.
  • Demonstrated commitment to fostering student equity and ability to work with people from diverse multicultural, social, and educational backgrounds.
  • Ability to manage many tasks simultaneously and prioritize work flow in a fast-paced environment.
  • Ability to create and maintain working relationships with administrators, faculty, staff and internal/external partners.
  • Strong oral and written communication skills and problem-solving skills with the ability to be resourceful, proactive and seek assistance as needed.
  • Willingness to work evenings and weekends and travel to other campus locations.
  • Ability to work independently.
  • Positive attitude, proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.
    Preferred background in Banner and SalesForce systems.

    Physical Requirements:
    The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job.
    Requires extended periods of sitting and repetitive hand/wrist motion while using computer keyboard and phone. Occasional standing, walking climbing stairs, bending, stooping and reaching. Occasional lifting up to 25 pounds.

    Work Environment/Work Week/Travel:
    Work is primarily performed in a standard office environment during afternoon/evening (12:00-9:00 p.m.) and occasional weekend hours. This position is located on the San Francisco Campus and will require some travel between campuses.

    Hiring Range:

    To apply, visit:

    Background Check Statement:
    Applicants who are selected as final possible candidates must be able to pass a criminal background check

    AA/EEO Policy Statement:
    University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.

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