Student Success Support Specialist

Job description

Job no: 498364
Work type: Staff
Location: San José
Categories: Unit 9 - CSUEU - Technical Support Services, Administrative, Probationary, Full Time

Job Summary

The Student Success Support Specialist works independently and collaboratively in order to ensure the provision of a wide range of online services to a diverse body of graduate students who are geographically dispersed. The incumbent works closely with students to ensure academic success, while conducting data analysis and policy research, identify areas of improvement in the programs in order to achieve programmatic goals. The incumbent, working collaboratively, makes recommendations for change in outreach, marketing, communications, and student engagement based on the acquired information; implement changes, and evaluate changes for success, or further recommendations.

The incumbent serves as one of the liaisons between the students, the School, the office of Graduate Admissions and Program Evaluation and the Registrar’s Office, in order to coordinate the best processes and care for online students while they work through the programs. This position resides in the School of Information.

Key Responsibilities

  • Collect, analyze and address retention, persistence and time-to-degree data in the MLIS, MARA, Informatics and certificate programs to achieve school goals.
  • Work with students to identify academic issues as they arise, and develop solutions based on the School’s programs and policies, and the University’s policies. This includes review of the student’s background and documentation to determine eligibility of campus services.
  • Identify, develop, recommend, and implement overall program and policy improvements to the Director and Associate Director.
  • Conduct qualitative and quantitative analyses from data pertaining to the MLIS, MARA, Informatics and Certificate programs. Draw conclusions, make recommendations, and prepare data for reporting and presentation.
  • Work with staff colleagues to gather, analyze, and present reports of exit surveys, alumni surveys and other survey trends biannually to faculty and administrators and make recommendations that lead to the development, alteration, implementation, and evaluation of programs and services for MLIS, MARA, Informatics, Post-Masters Certificate, Digital Assets Certificate and Open Classes program improvement.

Knowledge, Skills & Abilities

  • Demonstrated ability to work online in both synchronous and asynchronous environments.
  • Thorough knowledge and demonstrated ability to use instructional software applications such as: Canvas, Zoom, Drupal, WordPress, Voice thread, Panopto; also, Google Apps, MS Office.
  • Knowledge and skills to embedded technology modules to actively support student success.
  • Knowledge and ability to research, collect, compile, organize, analyze, interpret, and evaluate data and make verbal and written presentations based on these data.
  • Skill to cultivate business relationships with campus units and outside organizations and individuals that may enhance the School’s recruitment and retention goals.
  • Ability to use sound judgement and discretion and appropriately handle sensitive communications with employee, students, applicants and external agencies.
  • Demonstrated ability to research, evaluate, and provide information regarding policies and procedures, to suggest course of actions which will resolve issues, and to promote cordial and collegial relationships.
  • Excellent oral and written communication skills.

Required Qualifications

  • A bachelor's degree and/or equivalent training
  • Two years of administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs

Preferred Qualifications

  • Master’s degree
  • Experience with technology delivery and training in library and information science or in digital archives and digital curation


Classification: Administrative Analyst/Specialist, Exempt I
Anticipated Hiring Range: $4,091/month - $5,000/month
Hiring Range: $3,897/month - $7,051/month

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

  • Resume
  • Letter of Interest
  • Other

All applicants must apply within the specified application period: November 20, 2020 through December 7, 2020. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
[email protected]

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.


All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Equal Employment Statement

San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).

Advertised: November 20, 2020 (9:00 AM) Pacific Standard Time
Applications close:




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Job No:
Posted: 11/29/2020
Application Due: 1/28/2021
Work Type: Full Time