Technology Support Specialist II

Salary Range:

Salary commensurate with experience and qualifications

About SMU

SMU's more than 12,000 diverse, high-achieving students come from all 50 states and over 80 countries to take advantage of the University's small classes, meaningful research opportunities, leadership development, community service, international study and innovative programs.

SMU serves approximately 7,000 undergraduates and 5,000 graduate students through eight degree-granting schools: Dedman College of Humanities and Sciences , Cox School of Business , Lyle School of Engineering , Meadows School of the Arts , Simmons School of Education and Human Development , Dedman School of Law , Perkins School of Theology and Moody School of Graduate and Advanced Studies .

SMU is data driven, and its powerful supercomputing ecosystem - paired with entrepreneurial drive - creates an unrivaled environment for the University to deliver research excellence.

Now in its second century of achievement, SMU is recognized for the ways it supports students, faculty and alumni as they become ethical, enterprising leaders in their professions and communities. SMU's relationship with Dallas - the dynamic center of one of the nation's fastest-growing regions - offers unique learning, research, social and career opportunities that provide a launch pad for global impact.

SMU is nonsectarian in its teaching and committed to academic freedom and open inquiry.

About the Department:

Development and External Affairs (DEA) supports SMU by securing funding for University priorities; by promoting meaningful involvement in the life and work of the University; by heightening international, national, state and local awareness of SMU; and by supporting the enrollment of a diverse and able student body.

DEA comprises the offices of Office of the Senior Vice President, Annual Giving and Alumni Relations, Development Services, Program Services and Donor Relations, Marketing and Communications, Principal and Major Gifts, and School and Project Development.

SMU continues to leverage the benefits from the largest fundraising campaign in its history to achieve dramatic increases in academic quality and impact.

About the Position:

This role is an on-campus, in-person position.

The Technology Support Specialist promotes effective use of the various administrative development systems and technologies used within the University Development division. They achieve this by providing training, technical support, troubleshooting, process documentation, and quality customer service to DEA and unit users.

Essential Functions:

• Training & Documentation: Develops and maintains documentation and provides training related to DEA systems, custom queries, reports and other technology resources. Work closely with the staff advisory council to ensure new employees are supported and trained on DEA technologies.
• Help desk: The technology specialist oversees the effective management of the departmental help desk inbox. Assists with trouble-shooting issues in the various advancement software systems by working with end users and the Development Services team to determine the issue and the resolution. Ensures that inquiries are documented and responded to/routed to the appropriate resource promptly.
• Specification of Projects: Translates stakeholder needs into comprehensive, actionable technical specifications for execution by the Development Services team. This requires intimate understanding of the desired outcomes, familiarity with Development Services resources, and awareness of relevant processes. This process occurs in partnership with the Project Management office.
• Product Testing: Provides final review of products and conducts handoff to requestor with appropriate documentation and training. Assists in the testing and implementation of deliverables to ensure that the product meets stakeholder needs and is adopted effectively. Bridges gaps in technical knowledge between the requesting party and Development Services as needed.
• Development of Customer Relationships: Proactively maintains awareness of operations and key initiatives across the Development and External Affairs division in order to anticipate and effectively respond to needs. To this end, the technology support specialist may be directed to participate in meetings and projects in other areas of the University.

Education and Experience:

Bachelor's degree is required.

A minimum of three years of work experience is required. Experience working with customers and serving as their key point of contact is also required.

Knowledge, Skills and Abilities:

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills. A strong customer service orientation is essential.

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Experience with analysis of business problems and development of solution alternatives, required.

Candidate must have strong organizational, planning and time management skills. Must also have strong project management skills and a focus on attention to detail.

Experience with documentation of processes, problems, requirements, and solutions is required. Experience with documentation of user help and training materials (e.g. glossaries, data dictionaries, quick-start guides, "how-to" references, etc.), preferred.

Candidate must have a strong working knowledge of and experience using Microsoft Office tools, especially Excel. Experience using Microsoft Structured Query Language (SQL), preferred. Experience using Microsoft SQL Server Reporting Services (SSRS), desired.

Experience or knowledge of advancement/fundraising business processes preferred. Experience with Blackbaud BBEC functionality desired. Familiarity with process improvement theory is a plus. Experience providing peer training preferred.

Physical and Environmental Demands:

• Sit for long periods of time

Deadline to Apply:

September 13, 2024

Priority consideration may be given to submissions received by September 6, 2024.

EEO Statement:

SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, accessequity@smu.edu .

Benefits:

SMU offers staff a broad, competitive array of health and related benefit s. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.

SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.

The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities , including tuition benefits .