Operations AND Assessment Specialist, Student and Desk Services

Job Description

Housing & Food Services (HFS) has an outstanding opportunity for an Operations and Assessment Specialist, Student and Desk Services.

This position supports assessment efforts of Housing and Food Services, system maintenance of Student and Desk Services software, and oversees reporting in Student and Desk Services. This position provides front facing customer services support through the Student Services office, Lander Regional Desk, and Oliver Regional Desk. This position supports HFS operations and ensures that Student and Desk Services activities conform to institutional, department, state and federal policies and/or regulations.

SDS systems include, but are not limited to:
Star Rez Housing Management System (HMS), Student and Desk Services SharePoint sites, Card Access System (OnGuard), Mail Management Software (SCLogic), and department’s central email box.

• Supports systems operations for the housing management database including application building and maintenance, system testing, system use, and training.
• Supports operations of systems which integrate with the housing management system including door programming, key management systems, mail management systems, and other integrations.
• Supports continuous improvement processes for housing management database including implementing new modules, making improvements to exist modules, and validating system integrations.
• Supports the quarterly transitions process from a systems, process, and communication perspective.
• Manages developing, documenting, maintaining user manuals and operating procedures for systems, and training users.
• Responds to and provides direct support for system issues reported by users.
• Coordinates on‑going reporting by running weekly reports such as occupancy reports, housing demand reports, and alpha lists.

• Develops effective reporting tools and prepares routine reports weekly, quarterly, and annually.
• Identifies ways to maximize use of data in support of key activities.
• Supports occupancy management and reporting strategies and ensure the timely and accurate production of housing reports, assessment and analytics.
• Assists with reviewing external and internal publications for accuracy and clarity.
• Serves as a member of the HFS Assessment Committee.
• Provides training on Qualtrics, Tableau, and other assessment related department best practices.
• Supports analysis and report out efforts of department wide surveys and data collection.
• Supports analysis and report out efforts of Student and Desk Services surveys and data collection.
• Analyzes unit’s activities and trends and compares against best practices.

• Delivers customer service tasks and responsibilities including call answering, in‑person assistance, email responses, and general administrative duties.
• Delivers desk services customer service efforts including mailroom support, front desk support, key management, and door programming.
• Positively supports and communicates with SDS staff and HFS units on customer service‑related issues and ensure adequate support services are provided.
• Writes and sends email communications to students, HFS staff, campus partners and members of the public, including individual, bulk and merge emails.
• Provides consistent and courteous customer service via telephone, email and in person while enforcing all terms of the housing agreements.
• Resolves complaints from students, parents, University employees and the public.
• Adheres to UW branding guidelines, HFS style guide and Student Services communication standards.

• Maintains student privacy standards and confidentiality of information and records by adhering to FERPA guidelines and HFS policies.
• Communicates professionally, concisely, effectively and accurately with customers and employees both verbally and in writing.
• Coordinates projects in support of colleagues and managers.
• Maintains a clean, organized work area and promote environmentally sound systems and procedures.
• Uses software systems including the Housing Management System, SharePoint, Great Plains, Student Database and the Microsoft Office…