Systems Specialist

Office of the Registrar

Regular, Exempt, Pay Grade 1.3

Location: Hybrid - Adelphi, MD

University of Maryland Global Campus Office of the Registrar is a forward thinking, innovative office with a focus on building staff competencies in the Registrar profession using AACRAO Competency frameworks. The Office is seeking a Systems Specialist who will manage the end-to-end processes associated with grades, academic standing and processes affiliated with maintenance and accuracy of student records. The Specialist is a service-oriented position and will support students, staff, faculty, and others (internal and external) by providing excellent customer service via various methods of communication that assure we are meeting student's needs. This position is part of a team and collaboration across the team is required.

PRIMARY RESPONSIBILITIES:

• Under the guidance of OOR leadership, tests new functionality for end users related to the job duty areas, creates job aids and FAQS and used by both internal and external to the department staff, and performs necessary PeopleSoft bundle and patches & fixes

  testing duties for quality assurance and feedback within the Registrar's Office.

  Identify, research, recommend, implement, and utilize best practice methods in the

  areas of responsibility including keeping up to date on technical functionality as it

  relates to any software or hardware that could provide for enhanced communications

  and processes across all constituents. This includes such things as working with all

  units to identify areas/communications that could be shifted from paper to electronic

  versions or be automated for efficiency.

• Apply critical thinking when managing the grades and attendances decision making

  process. Adhere to strict processing deadlines around grade and attendance rosters by using Student Information System processes to set release dates of rosters and posting grades, ensuring all grades are in by the established deadline; when they are not the Specialist will work in collaboration with the schools by providing data on which grades remain outstanding.

• Processes complex academic standing once per term for each career, oversee and

  coordinate stakeholder review as well as handling all troubleshooting of technical

  individual student issues with academic standing. Tracks, analyzes and reports regularly to constituents on grades and academic standing data.

• Identify trends and patterns within area of responsibility - highlighting issues and suggesting resolutions that align with practice, policy, and system capability. Troubleshooting and problem-solving escalated grades and academic progress issues including making recommendations for enhancements and improvements to the processes, practices, and technology to better serve the needs of the department.

• Works closely with other University departments to ensure communication of policies

  on grades and academic standing are transparent and works with other OOR staff and

  leaders to ensure engage and other social and resource sites are kept up to date with

  complete information. Assist and provide technical and data details for other university stakeholders to handle appeals, waivers, and student exceptions including performing transactions in Peoplesoft and other systems and troubleshooting technical issues with this process by serving as the functional expert on the systems involved in grades and academic standing.

• Support and provide assistance via various modality communication tools (CRM,

  Email, Phones, Text, Chat, etc.) to advisors and other stakeholders on students who

  have registration, grades, and academic standing questions within established

  timeframes; this support should be reviewed and assessed continuously to be sure the

  best service to students, advisors, and others is in place and delivered within

  established timeframes. Supports University wide initiatives and projects that rely on

  grades, academic standing, National Student Clearinghouse, and related student record data. Manages processes related to term activation, discontinuation, and other student record maintenances to ensure accuracy and adherence to established deadlines.

REQUIRED EDUCATION AND EXPERIENCE:

• 4 year college degree

• Demonstrated competency in satisfactory resolution of student/and or customer-initiated questions using resources and tools available via online or paper to deliver accurate and professional responses.

• Ability to organize and prioritize administrative tasks and workflow such that all service level agreements are met.

• Demonstrated ability to communicate effectively with internal and external customers via phone, email, chat, and other methods.

• Demonstrated ability to pivot on tasks between detail-oriented work and service-oriented work in a fast-paced environment where there will be distractions requiring immediate service that may interrupt regular administrative tasks.

• Ability to make decisions using criterion that require the incumbent to navigate, assimilate, understand, and apply policies, procedures, and practices from a variety of sources.

• Demonstrated ability to work both independently and collaboratively with other staff.

PREFERRED EDUCATION AND EXPERIENCE:

• 4 year college degree
• 1-3 years of experience
• A minimum of one (1) year experience with student records and/or transfer credits.
• Demonstrated experience in a higher education student services environment.
• Experience in initiating, acting on, and closing CRM (e.g., SalesForce) cases and actions.
• Experience in completing, and reviewing transactions in a Student Information System (preferably PeopleSoft) evidencing understanding of the system and relational nature of the data beyond processing individual transactions

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Flexible Spending Accounts: Available for medical and dependent care expenses.

• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.

• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Rate: