User Services Consultant I (SPS) - Customer Experience Representative - Web/Mobile

Location
San Marcos
Posted
Jul 13, 2018
Institution Type
Four-Year Institution

San Marcos, TX

Texas State University

User Services Consultant I (SPS) - Customer Experience Representative - Web/Mobile


Job Number: 2018455

Required Qualifications: Applicants must specifically address how they meet these required qualifications to meet the requirements of the position.
o Experience coding and debugging basic HTML;
o Experience with content management systems;
o Experience using and troubleshooting issues on modern mobile operating systems (Android and iOS);
o Experience communicating best practices, guidelines, policies, and procedures relative to the Web or mobile environments;
o Ability to troubleshoot complex problems between applications, operating systems, browsers and the Web;
o Ability to communicate user-reported issues to internal development team and provide resolution strategies to end users at all technical levels;
o Experience conducting in person presentations and training to individuals and groups;
o Experience coordinating and auditing team work assignments;
o Strong written and verbal communication skills;
o Ability to prioritize individual workload;
o Strict attention to detail.

Preferred Qualifications
o Experience with CSS;
o Experience with remote support applications;
o Experience with customer ticket tracking systems;
o Experience conducting user focus groups, interviews, and surveys;
o Experience developing best practices, guidelines, policies, and procedures relative to the Web or mobile environments;
o Professional experience with higher education issues and audiences;
o Experience planning and coordinating group presentations and training sessions online and in person;
o Strength in communicating ideas through visual designs and prototypes;
o Experience with contextual/ethnographical studies, remote studies, card sorting, diary studies, eye tracking, intercept surveys, participatory design.

Job Description
Overview

The Learning Applications Solutions department is hiring a Customer Experience Representative within the Mobile/Web team to promote and improve mobile and web-based services within the Learning Applications Solutions (LAS) department and Instructional Technologies Support (ITS) unit.

About the Department

LAS supports major campus applications related to content creation, with special focus on responsive web and mobile experiences. Examples include the Gato content management system (hosts 400+ web sites for academic and administrative departments and organizations across campus), Texas State mobile applications (iOS and Android), Mediaflo media content management system, University Events Calendar, and more. We champion user-centric philosophies like responsive design, accessibility, clean and simple user interfaces (UI), and base our work directly on user feedback.

Job Duties
o Serve as user advocate during application development planning activities;
o Provide guidance and technical troubleshooting to help users adhere to current accessibility, copyright and FERPA standards;
o Participate in cross-departmental teams; assist with the creation of wireframes, behavioral specifications and personas to meet user goals;
o Conduct independent research and report results to department leadership;
o Draft, audit, and update best practices and guidelines for mobile and web;
o Maintain comprehensive websites in the Gato content management system to aid enhancement of the Texas State Mobile App, aggregation of sponsored third-party apps, and development of native mobile applications and responsive websites;
o Participate in native mobile application reviews; audit for guideline conformity and provide guidance to internal teams, departments, and third-party vendors;
o Collect and share user feedback with internal team; isolate known issues, provide temporary work-around strategies, and inform feature roadmaps;
o Maintain a commitment to professional development and annual self-appraisal;
o Respond to and resolve help desk issues relative to the department's mobile and web service catalog;
o Participate in personal and team-based projects; facilitate QA testing and documentation creation during cyclical application upgrades and major releases;
o Assist Senior USC with emergency communications and mitigation across the mobile and web service catalog;
o Assist student staff with support ticket escalations; train and assess staff understanding, coordinate and review assigned work;
o Promote and contribute to a productive work environment;
o Perform other duties and functions as needed.

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

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 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 be a part of one of the most beautiful, diverse, and growing universities in the nation.

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



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