Job Information
University of North Carolina- Chapel Hill Insights and User Experience Specialist in NC-Chapel-Hill, United States
Employment Type: Permanent Staff (EHRA NF)
Vacancy ID: NF0008272
Salary Range: $80,000 - $85,000
Position Summary/Description:
This position is a 100% remote work arrangement, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside in North Carolina, within a reasonable commuting distance of their assigned duty station.
ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
As part of the Customer Support Tool Engagement Team, the Insights and User Experience Specialist supports the use of TeamDynamix ( TDX ) through data analysis and reporting, process improvement, customer engagement and consultation, and support and administration.
Data analysis and reporting: Point person for data analysis and reporting for TDX . Scope includes internal team needs and external customer needs. Consults on TDX data structure and integrity and performs data analysis on TDX ticket and administrative data. Maintains standard dashboard reports for TDX agents and IT managers and executives. Reporting needs include, but are not limited to, volume, trends, forecasting needs, cost analysis, return on investment, and identifying areas for improvement.
Process improvement: Contributes to TDX process improvement by identifying needs through data analysis and regular touch points with campus stakeholders. Needs include inefficiencies, duplications, pain points, etc. in processes between the University community (all faculty, staff, students, & other affiliates) and the groups leveraging TDX . Researches possible solutions to identified issues and advises the responsible teams on recommended improvements.
Engagement and consultation with campus customers: Engages in regular meetings with campus stakeholders and customers to identify opportunities for TDX use and enhancement, with a focus on streamlining processes and enhancing user (both customer and agent) experiences.
TeamDynamix support and administration: Part of the team responsible for the upkeep and support of the TDX platform. Plays a key role in standardization of schemas and other areas that impact the ability to accurately surface and report on data. Has administrative access to TDX and helps make configuration changes as needed. Also serves as a key point of contact for customers to support their use of TDX .
Education and Experience:
Professional experience in IT functions
Demonstrated experience in data analysis, reporting, and visualization
Ability to drive change based on data and insight
Demonstrated experience in process improvement
Experience with TeamDynamix and/or other service management platforms
Experience in Higher Education
Essential Skills:
Effective communication; capable of creating clear, concise, and impactful messages describing technical concepts to both technical and non-technical stakeholders
Strong organizational skills to juggle multiple tasks and meet deadlines
Ability to turn requirements/findings into actionable solutions
Creative problem-solving skills
Customer service-oriented
AA/EEO Statement:
The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.