As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
The Advancement Training & Support team has an outstanding opportunity for a Enterprise Digital Engagement Software Support Analyst.
POSITION PURPOSE Working as a member of The Advancement Training & Support team within Information Management, the Enterprise Engagement Software Support Analyst provides expert customer support to reinforce best practices, facilitate efficient and accurate system use, and promote high quality outcomes for University Advancement digital communications, especially in the areas of direct email marketing and online event management.
The Enterprise Engagement Software Support Analyst is a key collaborative liaison to the cross-functional Center of Excellence support team including participants in IM’s Technology Learning Team (TLT), University Marketing & Communications (UMAC), Annual Philanthropy, and Alumni & Stakeholder Engagement (ASE), while directly resolving the user support needs of UW staff using digital engagement campaigns (currently Marketo) and managing online event engagement currently Cvent). The Enterprise Engagement Software Support Analyst guides and supports University of Washington partners throughout all three campuses in the use of digital engagement solutions.
SCOPE OF USER SUPPORT Within a cross-functional team, support approximately 300 staff in their use of digital engagement software, chiefly Marketo and Cvent. A digital engagement landscape that reflects the brand tenets of the University of Washington is at the heart of our digital-first stance. Marketo is used for email and engagement campaigns, and to measure web page interactions. Cvent is our digital event registration platform.
DUTIES AND RESPONSIBILITIES
This position consists of:
80% Customer-Facing Support - Receives incoming support requests and “triages” them for accurate ticket coding, due dates, and support staff assignments. - Drives the “audience management” support effort in which user-supplied recipient lists are transformed into Marketo audience lists, recipient subscription preferences are respected, and adjunct integrations, custom CRM database reports, and data management methods such as custom objects, are used to target the most appropriate audience for a given message as defined by the requester. - Communicates effectively with requesters and support team colleagues primarily using the FreshService support portal tickets and Microsoft Teams. - Update the Solutions knowledge base when opportunities for new articles present themselves or processes or products change.
10% User Records and Account Administration - In coordination with HelpDesk and TLT staff, the Enterprise Engagement Software Support Analyst is responsible for assignment of user account security roles/permissions, user account maintenance and auditing, and maintenance of customer records within the support portal related to their system account status.
10% Team Liaison Work - This position is a key collaborative partner within IM’s Technology Learning Team (TLT) and HelpDesk team, University Marketing & Communications (UMAC), Annual Philanthropy, and Alumni & Stakeholder Engagement, participates in communications with other cross-functional support team members via the support portal, MS Teams, and other platforms as needed, to provide robust support availability, develop and reinforce customer service best practices, and seek or provide assistance on a range of customer support needs. They use their experience dealing with customer issues to help shape ongoing governance of the digital engagement solutions as well as provide information to the governance or oversight/steering committees of these service areas.
Other Duties as assigned
KEY COMPETENCIES Core Effective communications: Expresses oneself clearly and empathetically in interactions with others in all forms of communication, i.e., verbal and written, one-on-one and group, etc. Interpersonal Awareness: Builds and maintains positive relationships and actively contributes as a member of working teams to achieve results. Professional Credibility: Takes responsibility for meeting goals, objectives, obligations, and solving problems while representing the mission, vision and values of the organization. Critical Thinking: Obtains, analyzes and evaluates information effectively in the face of ambiguity. Makes appropriate decisions based on relevant information and experience. Ethics and Trust: Models and upholds the values of candor, openness, inclusiveness and honesty despite internal and external pressures. Acts consistently with Washington State ethical guidelines and organizational core values and beliefs. Valuing Diversity & Inclusiveness: Respects, values and contributes to the UW’s commitment to inclusiveness and diversity.
Functional Expertise Organizational Agility: Knowledgeable of the organization, able to balance reason and the interest of various parties, and act in an appropriate manner that is congruent with the organization's values, goals and mission to achieve success.
Technical Agility: Ability to quickly learn and apply new technologies, skills and concepts into existing systems and protocols while continuously seeking improvement.
Bachelor's degree in computer science or related field and 3 years of experience in related field. Equivalent combination of comparable knowledge and skills may substitute for education and/or experience.
Enthusiasm for learning software; self-starting mentality.
Ability to multi-task; prioritize and manage time effectively, strong attention to detail, excellent follow-through, and provide innovative solutions to difficult user problems.
Experience with Marketo engagement campaigns and audience targeting.
Demonstrated ability to work independently with minimal supervision.
Experience delivering customer service using an issue ticketing system.
Strong and clear communication skills; empathy and calm demeanor during stressful conversations.
Understanding of basic web and email design principals; working knowledge of HTML.
Experience with Marketo engagement campaigns and audience targeting.
Experience with FreshService or FreshDesk as a customer service ticketing system, Dynamics CRM, various marketing automation software solutions, and/or Cvent or other online event registration software.
Strong preference given to candidates demonstrating working knowledge of at least one scripting language, especially Velocity; familiarity with SQL; experience with secure data transfer protocols.
Knowledge of alumni relations/development/advancement principles; knowledge of UW Advancement policies and procedures.
Direction is received from the Technology Service Lead in Advancement Training & Support’s HelpDesk.
Conditions of Employment
Due to COVID-19 safety measures all work is currently being done away from campus locations. University Advancement will supply departmental computer equipment so that you can use your home internet to work remotely as long as that is required.
Once a return to campus is possible, the office environment consists of cubicles and open workspaces that might result in certain levels of noise and visual distractions.
Ability to travel to locations around the Seattle campus to engage in consultations, and infrequently, travel to the Bothell and Tacoma campuses, after a return to campus is possible.
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.