User Support Specialist/Program Coordinator
The Voluntary Framework of Accountability (VFA) is the first comprehensive national data collection and display initiative created for community colleges to measure student outcomes. Community college leaders - facilitated by the American Association of Community Colleges (AACC) - conceived, developed, and delivered the VFA system. The VFA measures student progress and outcomes, career and technical education outcomes in the credit and noncredit areas, and adult basic education outcomes.
AACC seeks a User Support Specialist to be the first point of contact and provide direct support for the participants in a community college data and metrics initiative and multi-platform data collection and display system. The incumbent will work with colleges and college personnel to provide support on: the understanding and calculating of metrics; inputting and submitting data; and responding to inquiries about the cohorts, measures, database, data tool, and web access & resources. Individual will also create user feedback activities and user resources and develop and implement a training curriculum. Responsibilities also include processing and assisting with membership account management, assisting with website maintenance/enhancement, reviewing web analytics, overseeing user acceptance testing, and project management support. The incumbent will also assist with managing the data, IT infrastructure, and data maintenance.
Qualified candidates must have a bachelor's degree, plus 1-3 years of related work experience providing support to a community of users and for developing and delivering training, coordinating virtual and in-person meetings, and using data, data tools, and web-based and technical platforms. Requires highly effective customer service, communications, presentation, and interpersonal skills, as well as the desire and ability to create an exceptional participant experience to fully engage a user community. Additionally, the candidate will need working knowledge in Microsoft Office, especially PowerPoint and virtual meeting platforms and Excel for tracking and basic analysis. Must have the ability to comprehend, research, and summarize information to respond to user questions. Familiarity with institutional research, SharePoint, project coordination, or data dashboard development is a plus. Knowledge of ways to display data and how to use database and data visualization software to allow users to better understand data elements and what data are showing, is also a plus. Preference will be given to qualified candidates who submit a cover letter with their resume.