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Application Support Manager

Employer
University of Virginia
Location
2420 OLD IVY RD OFFICE BUILDING

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Job location: 2420 OLD IVY RD OFFICE BUILDING


Employment Type: Full-time
Posted data: 2019-07-26
Req: R0008723

The Application Support Manager provides top-notch and smart customer services and support to the UVA Advancement Community, a team of 450 focused on raising $5B for the University of Virginia. This position is responsible for ensuring that members of the community have access to the technology systems and equipment to do their jobs, and that they have a basic and contextual understanding of how to use it and do basic troubleshooting. In addition, the Application Support Manager manages role-based account access for all advancement systems and software platforms. They will deploy mobile devices to staff based on policy and role and maintain mobile device inventories. This position will negotiate with vendors to keep par inventories and talk-minutes pool that is reviewed at least quarterly for trends and changes in usage. This is a position for someone with great people skills and understanding of the importance of maintaining direct relationships with vendors and technology partners. They will be expected to have a knack for technology and software and become proficient in the ever-changing mix of Advancement platforms. This role is the live Advancement Help Desk.

Extra credit to those who bring a stage presence. This position will include responsibility for developing and marketing video and written training bytes to the advancement community and providing 1:1 deskside support. Experience using Camtasia to produce video training is a plus. The Application Support Manager will evaluate and maintain listservs and directories for the community, ensuring that timely and information is delivered to community members in ways that are segmented and targeted. They will assist in maintaining the Advancement Hub, our intranet, making sure that the information posted is kept current and organized effectively.

Job Duties:

Provide Top Level Orientation and Support for Advancement Applications and Software platforms

  • Manage Advancement Help Desk - the incumbent must be an anticipator, problem solver and solution-focused
    • Develop a thorough understanding of advancement systems, in order to provide exemplary customer service, responding to help requests in a timely manner and connecting clients to partners for specific requests. 
    • Manage a comprehensive Help Desk for Advancement, where community members can turn when they need assistance with Advancement business systems and tools. 
    • Understand the technology training teams and SMEs and work through these cohorts to inform deploy service/support based on help calls received.
    • Utilize a ticketing system to track help desk requests and to report statistics on usage, types of requests, response/resolution time, etc.  Analyze statistics and trends to identify training needs and other solutions to reduce the need for assistance 
    • Participate, as necessary, in end-user testing when new patches and upgrades are released. 
  • Develop Smart, Relevant and Digestible Training
    • Based on anticipated customer need, develop written and video job aids to help users with technology relevant to their role.
    • Update information and resources available on the intranet to ensure that they are relevant, timely and up to date. 
  • Develop a “15 minute training” program
    • Meet additional individual training needs through Deskside Support program, where community members can call on demand to receive in-person or virtually to get help with questions. Track these meetings to identify trends and more formal training needs.
  • A/V Support
    • Develop expertise with the audio/visual systems in the UA building. Create job aids and offer training to help staff use these technologies.
  • Provision Technology to Users based on Role
    • Create and Manage Advancement Accounts - requires strong customer service skills and an interest in understanding the framework for Advancement at UVA.
      • Create new accounts for institutional software systems and databases, and internal web sites (e.g. Advance Web, Advancement Performance, Advancement HUB, EverTrue, and future advancement systems) and communicate relevant information to new users – login information, tips for success, recommended learning paths, links to documentation
      • Manage non-disclosure agreement process, ensuring that users sign the agreement before new accounts are created and that signed agreements are tracked and maintained electronically.
      • Track and audit accounts, regularly, for usage and job relevance.  Develop a process to identify account holders that no longer use or need to use the system and de-activate their accounts – ensuring that the people who have access are active users who have a job-related need to have access.
    • Deploy and Manage Cell Phones to eligible staff
      • Participate in the pipeline processing and hiring-exiting meetings. Manage the day one technology onboarding process for new hires.
      • Provision and trouble-shoot cell phones for University Advancement staff. Ensure that relevant apps are pre-loaded to phones before provisioning, and clear orientation is provided upon provisioning. Share the UA Cell Phone Policy with new hires.
      • Reconcile bill each month to manage to the required talk minutes (data is free) and work with vendors to keep offerings as current and reasonable as possible.

Maintain Contact Lists for Members of the Advancement Community 

  • Maintains the Advancement Hub directory and its supporting system of reports. 
  • Follows established policies and procedures for adding staff to listservs that are relevant to their role 
  • Performs regular maintenance and auditing of database and listservs to ensure accuracy of information and membership

MINIMUM REQUIREMENTS

  • Bachelor's degree in Computer Science, MIS, Computer Engineering or related discipline. Relevant experience may be considered in lieu of a degree.
  • At least one year of experience.
  • Relevant experience includes providing excellent customer support and troubleshooting.
  • Advanced knowledge of database functionality.
  • Demonstrated excellent time management and organizational skills.
  • Possess good verbal and written communication skills to convey technical guidance and information to users.

Preferred Requirements:

  • Preference will be given to candidates with two-four years of direct job-related experience and for candidates who have worked in a university environment.
  • Functional experience with ZenDesk customer service ticketing software and Camtasia or other video creating/editing software.
  • Training experience is a plus.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require walking some distance to attend meetings, and programs.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require walking some distance to attend meetings, and programs.

This position will remain open until filled.  This is a restricted position and continuation is based on performance and funding. For questions about the application process please contact Ashley Cochran, Senior Academic Recruiter, alc6dk@virginia.edu.

TO APPLY
PROCESS FOR INTERNAL UVA APPLICANTS: Please apply through your Workday Home page, search “Find Jobs”, and search for R0008723. Complete an application online and attach a cover letter, resume, and contact information for three references (name, email address, telephone number, and address).

PROCESS FOR EXTERNAL UVA APPLICANTS: Please visit UVA job board https://uva.wd1.myworkdayjobs.com/UVAJobs, complete the application and attach a cover letter.

The University of Virginia, including the UVA Health System and the University Physician’s Group are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

Organization

In 1819, the University of Virginia established a new model for intellectual exchange and cross-disciplinary collaboration in higher education. Two hundred years later, as a major research institution, we continue to challenge conventions, lead with ingenuity and advance knowledge for the common good.

What began as an innovative idea has become one of the nation’s leading public research universities, with over 21,000 undergraduate, graduate and professional students. UVA also has over 3,000 full-time faculty offering more than 400 degrees.

Each of the University’s eleven schools has its own distinctive mission, working together to garner consistently high rankings—including #2 Best Value Public College (Princeton Review, 2016), #3 Public University in the Nation (U.S. News & World Report, 2016), and #3 Best Value Among Public Colleges (Kiplinger’s, 2016).  

As we invest in and strengthen our research capabilities, UVA seeks new faculty ready to uncover new insights, rewrite old rules and collaborate on intellectual discoveries.

RESEARCH COLLABORATIONS THAT CROSS DISCIPLINES

As an R1 institution, the University’s research centers, consortia and laboratories are on the leading edge of discovery and technology, offering collaborative spaces for students and faculty to solve global problems.

Our professors are recognized members of major national scholarly and professional organizations, including the National Academy of Sciences and the American Academy of Arts and Sciences. Our faculty’s engagement in interdisciplinary research is being facilitated by new research institutes specializing in everything from big data to brain functioning, and by cluster hires across schools.

NATIONALLY RANKED HEALTH SYSTEM

UVA is also home to a nationally renowned academic medical center and the UVA Health System, which serves a three-part mission to treat patients, conduct translational research and train medical practitioners in a wide variety of disciplines.

Established as the nation’s 10th medical school in 1825, the institution has since grown to include a 612-bed hospital and a Level I trauma center, nationally recognized cancer and heart centers, a Children’s Hospital, and primary and specialty clinics throughout Central Virginia.

The UVA Medical Center is consistently ranked among the nation’s best hospitals by the U.S. News & World Report magazine and has been named among the top 25 percent in seven specialties.

INSPIRING STUDENTS, INSPIRED TEACHING

The vast majority of UVA students come from the top 10% of their high school class, as well as from all 50 states, over 142 countries and a variety of socioeconomic backgrounds. Despite their diversity, all UVA students share a love of learning and a drive to achieve.

One of the reasons students choose Virginia is our unique residential culture. At UVA, the community of students, faculty and staff personifies the Jeffersonian idea that living and learning are connected. The Academical Village was constructed to support a unique residential experience, with faculty living in the Pavilions, students occupying Lawn rooms and the world-famous Rotunda at its heart. The University’s residential culture continues to support this experience today—strengthened by students, faculty and staff rich in backgrounds, ideas and perspectives. Our unique culture is also paying dividends in innovation:  UVA’s faculty have generated more than 130 patents since 2010.

Perhaps most importantly, faculty come to UVA knowing that instruction is as important as research, and they pride themselves on their many teaching awards.  Our best professors look for ways to encourage, mentor and develop tomorrow’s leaders inside and outside the classroom.

LIFE IN CHARLOTTESVILLE

Living in Charlottesville you’ll find sophisticated restaurants, world-renowned wineries and breweries, cosmopolitan arts and music, friendly urban and suburban neighborhoods and a Piedmont landscape that has lured adventurous souls for centuries.  No wonder the U.S. National Bureau of Economic Research named Charlottesville the “happiest city in America” in 2014.

In addition to UVA and its health system, several major employers have facilities in Charlottesville, including State Farm, Northrop Grumman, the U.S. Department of Defense, GE and others.  Charlottesville is also becoming a center for innovative start-up businesses.  The University also actively helps spouses and partners of faculty members build their networks and pursue employment opportunities with a wide variety of area employers. 

The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply. In accordance with the Americans with Disabilities Act Amendments Act of 2008 (ADAAA) and the Rehabilitation Act of 1973, qualified individuals with disabilities are protected from discrimination and may be entitled to reasonable accommodations to assist in their pursuit of employment at the University. This includes assistance in completing the online job application as well as reasonable accommodations during the interview process. Please contact the UHR Service Center: 434.982.0123 orAskHR@virginia.edu to request assistance.

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