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User Services Consultant I (SPS)

Job description


San Marcos, TX

Texas State University

User Services Consultant I (SPS)


Job Number: 2018397

Required Qualifications: Applicants must specifically address how they meet these required qualifications to meet the requirements of the position.

  • Excellent skill in verbal communication
  • Excellent skill in written communication
  • Ability to work under pressure and with deadlines
  • Ability to adapt communication styles to audience (Staff, Faculty, College Administration, University Administration)
  • Experience conducting in person presentations and training to individual and groups
  • Strong organizational and record keeping skills
  • Ability to prioritize workload, responsibilities, and tasks
  • Strong problem-solving skills
  • Excellent attention to detail

    Preferred Qualifications
  • Experience with ticket tracking software
  • Experience with remote support software
  • Knowledge of scholarly/creative activities as they pertain to academia
  • Knowledge of scholarly publication citation formats
  • Ability to anticipate issues and be forward-thinking
  • Previous customer service experience

    Job Description
    The Learning Applications Solutions (LAS) department is hiring a Customer Experience Representative within the Academic Solutions team to administer and help improve the Faculty Qualifications system and other LAS administered applications.

    The Learning Applications Solutions (LAS) Team is looking for an individual who will provide resilient support via phone, email, chat, and consultation by appointment for the Faculty Qualifications system, as well as other applications LAS supports. This position will focus primarily on the Faculty Qualifications system and its related application. The position is a non-permanent, benefits eligible position for one year and is subject to renewal. The position will also serve as the primary presenter for workshops and trainings related to the Faculty Qualifications system, presenting to faculty and staff participants.

    Job Duties
  • Draft, audit, and update end-user documentation
  • Respond to and resolve help desk issue via phone, email, and chat, escalating help desk issues (as needed) to the appropriate support level on a timely basis
  • Collect and share user feedback with internal team; isolate known issues; provide temporary work arounds, and inform feature roadmaps
  • Interface with software vendor to submit work requests and feature enhancements
  • Participate in personal and team-based projects
  • Facilitate QA testing and documentation creation/maintenance during upgrade cycles
  • Deliver pedagogically-sound, relevant workshops to faculty and staff end users
  • Participate in project planning
  • Promote and contribute to a productive and cohesive work environment
  • Perform other duties and functions as needed

    Additional Information to Applicants
    Required to electronically attach a Resume and Cover Letter.

    The position (SPS) is a non-permanent, benefits eligible position for one year and is subject to renewal.

    Job Open Date06/05/2018
    Job Close Date

    Job Close Date (Posting closes at midnight)
    Open Until FilledYes
    Normal Work DaysMonday, Tuesday, Wednesday, Thursday, Friday
    Normal Work Hours Start8:00AM
    Normal Work Hours End5:00PM
    Posting NoticesYOU WILL BE REQUIRED TO ELECTRONICALLY ATTACH A RESUME AND COVER LETTER TO YOUR APPLICATION. , YOU WILL BE REQUIRED TO ELECTRONICALLY ATTACH A LIST OF REFERENCES.
    Legal and Required Notices
    Texas State University, to the extent not in conflict with federal or state law, prohibits discrimination or harassment on the basis of race, color, national origin, age, sex, religion, disability, veterans' status, sexual orientation, gender identity or expression.


    Employment with Texas State University is contingent upon the outcome of record checks and verifications including criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications.


    Texas State University is a tobacco-free campus. Smoking and the use of any tobacco product will not be allowed anywhere on Texas State property or in university owned or leased vehicles.


    Texas State University is a member of the Texas State University System. Texas State University is an EOE.


    Texas State is committed to increasing the number of women and minorities in administrative and professional positions.

    Why work @ Texas State?
    Texas State University is an emerging research institution located in the burgeoning Austin-San Antonio corridor and in the beautiful Texas Hill Country. It is the largest of seven institutions in the Texas State University System and one of the 30 largest public universities in the country, with over 38,000 students and approximately 4,000 faculty and staff.

  • Great health insurance: various coverage options starting on your first day of employment for full-time employees with Texas State paying 100% of the employee premium and 50% for your dependents.
  • Generous paid time off: vacation, holidays, sick days and many more.
  • Excellent work life balance resources: mother and family-friendly resources in addition to a comprehensive FREE wellness program.
  • Great professional development opportunities: choose from a variety of workshops, training, online learning and even access educational leave opportunities and reimbursement for academic courses.
  • An inclusive Bobcat community: join our many social networks offered on and off-campus.
  • Retirement peace of mind: TRS pension, retirement plans and voluntary saving options with generous employer contributions.


    By joining the Texas State Bobcat community, you'll work in one of the most beautiful campuses in Texas, with individuals that value teamwork.

    For full application instructions and position description, please visit the Texas State Job Board



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    Job No:
    Posted: 6/7/2018
    Application Due: 8/6/2018
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