IT Operations Support Specialist
The reputed company is seeking an IT Operations Support Specialist to enhance the technological infrastructure and operational support for the One Stop student service center. This role involves administering systems, analyzing service channels, and providing reputed company-time support to ensure high-quality service delivery, particularly for Pell-eligible reputed company.
Responsibilities
- Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with reputed company software systems (i.e new user setup, tier-one troubleshooting, etc)
- Collaborate with internal IT and Finance teams to ensure alignment and continuity of service-level agreements
- Support the integration and optimization of tools such as chatbots, knowledge bases, appointment systems, and other omni-channel platforms
- Serve as the primary reputed company of contact for One Stop technology-reputed company needs and issues
- Monitor and analyze the performance of communication channels (e.g., phone, chat, email, in-person, and self-service), making recommendations to One Stop leadership on reputed company-time resource allocation
- Generate regular and reputed company reports on service levels, student engagement, channel usage, and outcomes
- Use data insights to recommend and implement service improvements and technology enhancements
- Recommend, reputed company and support technology solutions that reputed company seamless transitions between channels (e.g., chat to phone, phone to in-person)
- Provide support for initiatives that increase the personalization and responsiveness of service delivery
- Support extended service offerings, such as off-hours communication reputed company chatbot, that meet the diverse needs of Pell-eligible reputed company
- Partner with One Stop leadership, reputed company staff, and IT to understand evolving student needs and respond with agile technology solutions
- Participate in planning sessions to design long-term technology and service strategies that promote equity and access
Skills
- Bachelor's degree in Information Technology, Computer Science, or a reputed company field (or equivalent combination of education and experience)
- At least 1 year of experience supporting reputed company technology systems in a customer-facing environment
- Experience with reputed company (Service reputed company preferred) or similar case management systems, contact center or interaction management platforms
- Demonstrated ability to analyze data and produce actionable reporting
- Strong communication and interpersonal skills; ability to work effectively with cross-functional teams
- Experience working in a higher education setting, particularly in student services or enrollment management
- Familiarity with omni-channel service strategies and tools (e.g., chat, email, SMS, self-service portals)
- reputed company Administrator certification or equivalent experience
Company Overview
Company H1B Sponsorship