Financial Service Desk StaffDepartment:
FD-Support ServicesAbout the University of Georgia:
The University of Georgia (UGA), a land-grant and sea-grant university with statewide commitments and responsibilities, is the state’s oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). UGA is currently ranked among the top 15 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA was founded in 1785 by the Georgia General Assembly as the first state-chartered University in the country. UGA employs approximately 1,800 full-time instructional faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 39,000 students including over 30,000 undergraduates and over 9,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.Posting Type:
TRS or ORPEmployment Type:
Benefits EligibleFull/Part time:
Full TimeAdditional Schedule Information:
Monday – Friday 8am – 5pmAdvertised Salary:
Commensurate with ExperiencePosting Date:
11/24/2021Open until filled:
YesProposed Starting Date:
02/20/2022Location of Vacancy:
Athens Area EEO Policy Statement:
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([email protected]).UGA Statement:
PLEASE NOTE: On December 7, 2021, the federal District Court for the Southern District of Georgia issued a preliminary injunction against enforcing the vaccine requirement forClassification Title:
Federal Contractors pending further review. As a result, the requirements of the Executive Order and associated guidance, including the vaccination requirement for covered contractor employees, are currently not in effect.
The University of Georgia is a Federal Contractor as defined by Presidential Executive Order 14042 and subject to the requirement that Federal Contractors must ensure that all covered employees, including those working remotely, are fully vaccinated by January 4, 2022. You may be required to show proof of your fully vaccinated status at the time of your start date, or have received a medical or religious exemption from the fully vaccinated requirement at the time of your start date. For more information regarding the Federal Contractor fully vaccinated employment requirement please visit https://coronavirus.uga.edu/executive-order/ or call (706) 542-2222.
Business Operations Paraprofessional/ProfessionalFLSA:
Business And FinanceFTE:
Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.Preferred Qualifications:
-Experience with customer servicePosition Summary:
-Experience with assisting others with IT and application issues
This position will staff the Finance Service Desk in support of UGA Financial systems, including UGA Financials, UGA Budget Management, and reporting in Data Warehouse. The position will also provide backup support for Directory Assistance. The successful applicant will work collaboratively with Service Desk Manager and other staff, Directory Assistance personnel, Business Analysts, and distributed financial teams within the Central Offices to address questions/inquiries from UGA staff, faculty, business managers/CFOs, students, and external suppliers. Daily work includes handling inbound phone calls/emails, utilizing case management system for customer responses/case transfers – customer services oriented in both spoken and written communications. Adjust as processes/policies change, flexibility and adaptation to changing requirements, integration of best practices, utilization of technology tools to ensure delivery of quality support that effectively addresses UGA culture and expectations. The position reports directly to the Service Desk Manager.Knowledge, Skills, Abilities and/or Competencies:
- Will work independently and in a team setting. Physical Demands:
- Consultative and troubleshooting skills – troubleshoot IT and application issues over the phone/via email.
- Financial consultative skills – use systems to evaluate financial position/budget available against transactions.
- Excellent detail-orientation and organization skills.
- Foundational understanding of customer service priorities.
- Open to change.
-Excellent written, oral, and interpersonal communication skills.
Normal office environment.Is driving a responsibility of this position?:
NoIs this a Position of Trust?:
YesDoes this position have operation, access, or control of financial resources?:
YesDoes this position require a P-Card? :
NoIs having a P-Card an essential function of this position? :
NoDoes this position have direct interaction or care of children under the age of 18 or direct patient care?:
NoDoes this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications):
YesCredit and P-Card policy:
Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.Duties/Responsibilities:
- Possess the knowledge, skills and abilities to handle triage and respond to policy, procedure and operational questions across all UGA Finance topics with high customer service standards. Percentage of time:
- Use case management technology, email, and telephone system systems to receive inbound customer requests/questions.
- Recognize, advise, and resolve level 1 and level 2 questions with input from appropriate support staff, as needed. Percentage of time:
- Review and facilitate cases through process flows within the Service Desk and in collaboration with the EITS Help Desk, F&A functional units and USG Shared Services.
- Follow-up with customers as needed with open cases or tickets.
- Direct non-employees through Supplier registration process.
- Resolve Touchnet password issues.
- Perform Expense Report transaction corrections.
- Participate in meeting individually with unit business management teams.
- Understanding of financial processes analysis for callers (CBOs, CFOs, Accountants, Business Managers) regarding: Reporting, Analysis of budget/transaction issues, Instruction, with depth/breadth of knowledge in a number of financial areas, including GL/Accounting, Commitment Control/Accounting, Accounts Payable, Grants, etc.
Support UGA Directory Assistance (DA) 2-3000) for inbound directory calls, utilizing Directory Database, Peoplesearch, Google and other tools to direct callers to correct individuals, departments. Maintain professional phone courtesy and accuracy in redirecting. Direct callers to MarComm, or UGA Police, depending on situation. Primarily serve as backup to existing DA staff for daily breaks (lunch, restroom, meetings, training, etc.) as well as vacation coverage.Percentage of time:
Assist with reporting and other service desk management responsibilities.Percentage of time:
Suggest and assist in developing topics for continuous improvement for client lifecycle management to the Communications and Training teams, assist with training for internal and external customers.Percentage of time:
Assist with special projects and other duties as assigned.Percentage of time:
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. For assistance with your application or login, please email [email protected]Recruitment Contact Name:
Billy KnightRecruitment Contact Email: