Full-Time, Regular, Exempt, Pay Grade 1.3

Location: Stateside Remote

University of Maryland Global Campus (UMGC) seeks a Systems Specialist in the Office of the Registrar. The 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 Systems Specialist 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 students needs. This position is part of a team and collaboration across the team is required.

The Specialist will be expected to:

• Under the guidance of OOR leadership, test new functionality for end users related to the job duty areas, create job aids and FAQS and used by both internal and external to the department staff, and perform necessary PeopleSoft bundle and patches & fix 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 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.
• Other duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

BA/BS degree from an accredited institution of higher learning. 

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:

• 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