IT Operations Support Specialist
The University of Virginia is committed to providing quality service in support of students and families, and they are seeking an IT Operations Support Specialist to enhance their centralized student service center. This role involves administering technology systems, analyzing service channels, and supporting the delivery of high-quality services, especially for Pell-eligible students.
Responsibilities
- Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with all 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 point of contact for One Stop technology-related 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 real-time resource allocation
- Generate regular and ad hoc reports on service levels, student engagement, channel usage, and outcomes
- Use data insights to recommend and implement service improvements and technology enhancements
- Recommend, develop and support technology solutions that enable 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 via chatbot, that meet the diverse needs of Pell-eligible students
- Partner with One Stop leadership, frontline 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 related field (or equivalent combination of education and experience)
- At least 1 year of experience supporting enterprise technology systems in a customer-facing environment
- Experience with Salesforce (Service Cloud 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)
- Salesforce Administrator certification or equivalent experience
Company Overview
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