Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
The University Advancement systems replacement program is a multi-year program designed to improve Wash U’s operational excellence and ability to make insight driven decisions focused on University Advancement activity. ADIS is the system of record for Washington University alumni and donors, and stores biographical, relationship, transactional, research and activity data for constituents. Critical system functionality supports fundraising and engagement efforts.The University Advancement systems replacement program includes replacing ADIS with a Salesforce.com solution, in addition to other identified related systems.
The Learning and Effectiveness Specialist will create and deliver comprehensive training for University Advancement, inclusive of business processes and policies, change and innovation priorities, and technologies such as the systems replacement program. The Specialist will deliver blended learning solutions such as classroom instruction, virtual webinars, videos, and other training resources. The Specialist will provide comprehensive support and analyze complex relationships across business processes, stakeholder groups and system platforms and interact with a broad range of clients to provide support. The Specialist will quickly and efficiently understand, route, and/or respond to users’ questions about University Advancement business processes & technologies. The Specialist will contribute to the employee onboarding program and continue enablement of an effective and inclusive workplace for University Advancement. The Specialist will also work on trainings and policies to build knowledge and skills within University Advancement. The Specialist will also work closely with subject matter experts across the organization, at peer institutions, and vendor partners, including participating in user groups and creating best practice sharing opportunities. The Specialist will report on the effectiveness of learning and user support resources that contribute to user adoption and drive business objectives.
PRIMARY DUTIES AND RESPONSIBILITIES:
Develop Training Content and Training Delivery:
Deliver training or train-the-trainer sessions to managers, staff, and teams.
Measure training effectiveness which contributes to user adoption and drives business objectives.
Build and maintain collaborative working relationships with internal and external customers to develop a deep understanding of their needs, the needs of their constituents, and their business practices.
Ensure that professional development opportunities and coaching are delivered at a high level across all staff, with a particular eye toward diversity, equity, and inclusion.
Analyze complex relationships across various business processes and system platforms and interact with a broad range of clients to provide support and expert advice.
Contribute material for the user support resource library.
Connect with learning and development specialists within the organization.
Follow a governance and sustainability plan to continuously enhance and improve training and user support content and delivery.
Perform other duties as assigned.
One to three years of experience in training, customer service, IT, technical support, or a related field.
Team Skills: Supports teammates at all times to maintain a productive, energetic, and efficient program team. Communicates effectively and frequently, both verbally and in writing, with other members of the team. Fosters collaboration among internal departments and individuals. Collaborates with other teammates to provide assistance and expertise and requests expert input and assistance from others, to deliver the best solution and experience for the university.
Customer Service: Possess an aptitude for patience, professionalism, tactfulness, and empathy. Enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Ability to quickly defuse stressful or anxious situations.
Strong writing and presentation skills. Sensitivity to visual aesthetics.
Strong project management skills and ability to manage to deadlines.
Self-motivated, flexible, and easily adaptable to changing needs. No job is too big or too small. Good sense of humor.
Proficiency in Microsoft Office products, including Word, PowerPoint, Excel, and Outlook.
Commitment to fostering a welcoming environment for a diverse team.
Experience with Salesforce.com implementations is a bonus.
Experience with technical training and systems.
Experience working in advancement and/or higher education.
Demonstrated experience working with senior-level management, and providing one-on-one coaching and training delivery.
Demonstrated ability to achieve results in large, complex organizations.
Demonstrated experience managing projects and process improvements, and analytics.
The hiring range for this position is $47,986 - $61,194 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
This position is full-time and works approximately 37.5 hours per week.
Department Name/Job Location:
This position is in the Department of University Advancement. This position is for the Danforth Campus.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.