Merakey Jobs

JOB REQUIREMENTS: JOB ID: 21316 JOB DETAILS: JOB ANNOUNCEMENT UNIVERSITIES OF WISCONSIN ADMINISTRATION UW SHARED SERVICES Operational Support Specialist The Universities of Wisconsin are a premier system of public higher education serving more than 162,000 students. Awarding nearly 37,000 degrees annually, the universities are Wisconsin\'s talent pipeline, putting graduates in position to increase their earning power, contribute to their communities, and make Wisconsin a better place to live. Through a constellation of 13 universities statewide, the Universities of Wisconsin are a tremendous academic, cultural, and economic resource for Wisconsin, the nation, and the world. The Universities of Wisconsin Administration assists in establishing policies, planning the programmatic financial and physical development of the Universities. UWSA supports the Universities in delivering transformative educational outcomes and research that expands the boundaries of knowledge. We work to extend the value of our universities beyond the boundaries of the campuses, seeking to enhance the quality of life for all in Wisconsin and beyond, in fulfillment of the Wisconsin Idea. UW-Shared Services provides payroll, benefits, business services, and reporting services to UW System employees and universities. POSITION SUMMARY The Universities of Wisconsin UW-Shared Services is seeking an Operational Support Specialist to join the Customer Success Team, which supports a diverse customer base, including internal staff, campus HR partners, and all past, current, and future employees across the 13 Universities of Wisconsin campuses, as well as the public. The Operational Support Specialist will handle professional-level tasks across various service areas, including finance, procurement, human resources, and business services, ensuring alignment with unit and institutional goals. Additionally, the specialist will perform technical tasks across multiple systems, documenting processes, and supporting the development of efficient business workflows. This role is key in helping with the background administration of our customer service and service delivery activities, handling a variety of activities to keep the teams efficient and organized. This role supports our ticketing tool and related processes such as template creation, report/dashboard creation, review of metrics, access management, and assistance with ticket triage. The role also assists with maintenance of mail lists and data and reporting relating to routine communications. This is a full-time, salaried (FLSA exempt), Academic Staff position reporting to the Customer Success Manager. MAJOR RESPONSIBILITIES Responsibilities include the following key activities: Analyzes data and trends, compiles progress reports, and provides appropriate recommendations based on customer feedback. Develop and manage tools and resources within ITSM ticketing tool, including forms, templates, and the portal. Attend meetings to represent the interests of the unit and provide details back to the unit. Monitor and evaluate customer interactions and feedback to uphold company standards, identify areas for improvement, and drive initiatives that enhance the customer experience. Develop procedure documents to align with strategies of the unit and team. Assist in distribution of messaging and documentation for internal and external audiences. WORK LOCATION The office is located at 660 West Washington Avenue in Madison, WI. This position requires in-office presence three days per week, with the flexibility to work remotely for up to two days per week. Telecommuting agreements are subject to change at any time. APPLICATION INSTRUCTIONS To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:59 pm, March 18th 2025, However, applications may be accepted until the position h s been filled. 1. Go to the UWSA Applicant Portal to submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants and click on the position title that you want to apply for. 2. To receive full consideration, interested applicants are required to apply online and provide: Resume (PDF Format) Cover letter addressing your experience and education as it applies to all minimum and preferred qualifications (PDF Format) Failing to submit the required application documents may disqualify your application. 3. Submit your application. Questions may be addressed to: Kayla Baker, HR Generalist, at kayla.baker@uwss.wisconsin.edu. o For additional details and to apply, visit the following website and search for Job ID 21316: www.careers.wisconsin.edu ***** OTHER EXPERIENCE AND QUALIFICATIONS: MINIMUM QUALIFICATIONS Associate degree or minimum of two years of work experience supporting complex projects and presentations. Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to enhance service standards and operational efficiency. Effective organizational, problem solving and customer service skills. Demonstrated ability to work independently, managing multiple tasks and responsibilities effectively with minimal supervision. Proven ability to handle assignments from multiple team members across different functional areas, while efficiently prioritizing tasks to meet deadlines and support organizational objectives. Excellent interpersonal and communication skills. Proficient level of skills with Microsoft Office products (i.e., Outlook, Word, Excel, Teams, PowerPoint). PREFERRED QUALIFICATIONS Well qualified applicants will have a substantial amount of experience in a combination of the following: Three (3) or more years of work experience providing support on complex projects and presentations; with a proactive approach to anticipating needs. Advanced skills working with Microsoft Office products, including Visio. Experience working with Ivanti or similar ticketing tool. Experience with Tableau or similar data management tools ***** APPLICATION INSTRUCTIONS: Apply Online: www.careers.wisconsin.edu