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Student Success Technology Support Analyst

George Mason University
Fairfax, VA
Commensurate with education and experience.
Closing date
Jul 13, 2023

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Job Details

Student Success Technology Support Analyst The George Mason University, University Life Technology Services Department, invites applications for a Student Success Technology Support Analyst position. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason's academic and culturally inclusive environment.About the Department:University Life Technology Services provides technology support, and guidance and training to the division of University Life. We seek to build collaborative relationships with our customers and to deliver complete business solutions that streamline processes, eliminate redundancies, and foster growth. Technology Services offers a variety of technical services that support and advance both divisional and University-wide goals. About the Position:The Student Success Technology Support Analyst will assist with the management of Navigate, the university's current student success technology by documenting processes, creating workflows, troubleshooting technical issues, and assisting with training of the current system. Under the leadership of the Assistant Director, the Support Analyst will also provide critical support in the implementation and adoption of the university's upcoming platform, Student Success Hub.Additional administrative and programmatic support duties will be assigned by divisional and/or unit staff. Applicants should desire working in a fun, student-focused team environment where priorities change rapidly and customer service, as well as effective communication, is considered essential.Responsibilities:Manage Documentation of Current State:Maintain documentation of platform configurations;Create documentation for existing and new processes; andSupport business process mapping of current and potential users.Support Training:Conduct training sessions with end users, specifically onboarding new users/new functionality; andWork with Technology Manager on Navigate tip of the month.Manage Configurations:Learn current platform capabilities;Troubleshoot work items sent into help email;Troubleshoot work items sent to University Life Technology Services ticket system; andCreate and manage Microsoft flows.User Support:Solve baseline functional and technical problems, and escalate issues to vendor or other Mason technical resource as needed;Manage internal support tickets that can be solved within the system;Create and manage ticketing system process with University Life Technology Services; andMonitor Navigate email account and ensure timely communication with stakeholders.Assist in Implementation of Future State:Coordinate communication, assist stakeholders and staff, and document the implementation process;Consult and collaborate with users to collect, document, and analyze business processes and requirements;Coordinate efforts to ensure strong platform utilization among advisors, faculty, and staff;Work with constituents who are not utilizing the platform to gain their adoption;Determine technology requirements through interviews, document analysis, requirement workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis;Develop and oversee execution of comprehensive test plans/test cases for changes to existing and new technology solutions/business solutions; andTest business processes and develop pilots to operationalize student success across each University Life unit.Develop Competency with New Platforms:Participate in training around Salesforce Education Cloud; andAssist in demos of Salesforce Education Cloud for University Life.Other duties as assigned.Required Qualifications:Experience managing platform configurations, documenting business processes, and utilizing a CRM required;Knowledge of data security fundamentals, data interpretation skills, data visualization skills, and commitment to diversity and inclusion expected;Demonstrated interest and capacity in managing technology-related projects;Detail oriented;Demonstrated communication skills (written and oral); andDemonstrated facilitation and collaboration skills.Preferred Qualifications:Bachelor's degree with some experience in higher education student services, or an equivalent combination of education and experience;Experience with Banner, EAB's Navigate, and Salesforce CRM desirable; andExperience supporting the implementation of a technology platform preferred.

For full consideration, applicants must apply at; complete and submit the online application; and upload a cover letter, resume, and a list of three professional references with contact information.

"Great Careers Begin at Mason! George Mason University is an innovative, entrepreneurial institution with national distinction in both academics and research. Mason holds a top U.S. News and World Report "Up and Coming" spot for national universities and is recognized for its global appeal and excellence in higher education.Mason is currently the largest and most diverse university in Virginia with students and faculty from all 50 states and over 135 countries studying in over 200 degree programs at campuses in Arlington, Fairfax and Prince William, as well as at learning locations across the commonwealth. Rooted in Mason's diversity is a campus culture that is both rewarding and exciting, work that is meaningful, and opportunities to both collaborate and create.If you are interested in joining the Mason family take a look at our current opportunities and catch some Mason spirit at!George Mason University, Where Innovation is Tradition."

George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.


George Mason University is a university with three campuses, each with a distinctive academic focus that plays a critical role in the economy of its region. At each campus, students, faculty, and staff have full access to all the university's resources, while duplication of programs and support services is minimized through the use of technology. In addition to the main campus in Fairfax, the university has campuses in Arlington and Prince William Counties.

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4400 University Dr

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