Administrative Support – 35% Staffs the front desk of OMS. Performs administrative duties for all OMS units. Screens and forwards calls, fields inquiries, takes messages, and provides general customer assistance. Checks OMS email accounts for business leads, customer support requests, and issue resolution. Answers project or program questions related to all OMS business units, responding directly or collaborating with others in resolving customer inquiries. Handles incoming and outgoing mail from Campus Courier and external providers. Sends out order forms, verifies orders, enters orders, and arranges pick-ups and drop-offs. Serves as a liaison with other departments, and identifies and schedules outside consultants and vendors. Checks in and edits scannable answer documents (such as course exams, student rating of teaching and K-12 tests). Prepares the forms for scanning by counting booklets or sheets, orienting forms, cleaning stray marks, or slicing booklets or answer sheets. Creates headers and answer keys and punches answer keys. Maintains employment lists, schedules meetings, makes travel arrangements, and maintains general OMS staff documentation. Monitors inventory and orders supplies. Works with internal and external units such as Facilities Management and vendors (e.g., copiers, telephones, large-scale printing) to resolve operational issues, obtain quotes, and purchase materials. Organize annual retreat including creating and managing timeline, tasks, and budget. Submits expense reports, reimbursement forms, etc. using appropriate documentation. Trains new employees on general office information. May update office-wide documentation and general operating procedures and train staff in these areas.
Program/Project Management – 35% Works independently to resolve problems and makes recommendations regarding client projects, and the office as a whole. Develops project and office documentation and identifies opportunities to improve work processes, procedures, standards, and templates so that the work effort is consistent. Examples: review and improve process documentation for a specific program, project type, or approach to client delivery for SRT, Exam, and MSTP, and/or Survey Services. Scope, articulate, and arrange onsite Facilities Management projects. Compile available documentation needed for internal reference, identifying gaps and tracking down missing information, and organizing content to best fit the needs of the staff who will use the information. Keep training materials up to date based on program and project knowledge. When issues occur when responding to customer support requests, gather relevant data, review current practices, and recommend possible solutions to improve customer support process and prevent recurrence. Recognize changes to office procedures that are relevant to onboarding, and make the necessary updates to the new employee orientation binder.
Plans, manages, and independently completes low to medium complexity client projects that utilize certain data collection modes such as online or mail. Works with clients internal and external to the University. Serves as the primary liaison between clients, OMS staff and subcontractors. May manage components of large-scale and complex projects as a member of a larger team (e.g., recruiting for focus groups, participant screening, key informant interviews). Creates and maintains email invitations, cover letters, questionnaires, and discussion guides. Participates on the online survey team.
Program/Project Implementation – 30% Serves as a resource on large and complex projects. Plans and independently provides administrative coordination for programs/projects or components of programs/projects such as Student Ratings of Teaching, Destiny One Registration System, internal and external testing, and mailings. Creates project or program communications and coordinates distribution including reports, correspondence, manuals, mailings, newsletters, grant proposals, brochures and evaluations. Composes or assists in the writing of summaries, FAQ documents, study results, and program outcomes. Creates, implements, and modifies computer-based information repositories for support materials and program records. Plans and establishes work goals, tasks, and resources required to complete administrative projects and/or coordinate programs. Coordinates and monitors project/program budgets, identifies issues, recommends solutions, and works with office accounting lead.
As needed, provides implementation support to a larger project team. Tasks may include answering call-in line, focus group/interview recruitment and screening, appointment scheduling, reminder calls, conducting phone interviews, coding participant responses on surveys, and preparing completed surveys for scanning. Other tasks include data entry or logging, mailing, tracking participants in Lexis-Nexis and/or Whitepages Premium, or transcribing interviews or focus group discussions. Helps program and test online surveys.
Uploads and manages contact lists, sends email invitations and reminder emails. Assists with data management and reporting. Independently conducts literature reviews for trends and best practices in survey research and testing. Independently reviews government, non-profit, and philanthropic RFP sites and determines next steps.
High School Diploma/GED and five years of related experience to include project management. Coursework in a related field may substitute for some years of experience.
Excellent written and oral communication skills.
Strong organizational skills; ability to manage multiple responsibilities at one time; support areas.
Ability to take initiative/work independently, with good judgment about seeking direction.
Must be able to deliver excellent customer service.
A high level of consistency, reliability and accuracy in the execution of duties and responsibilities.
Excellent time management skills.
Excellent project management skills.
Internal Number: 332328
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.