The purpose of the Distance Minnesota Support Specialist position is to:
Assist in development and maintenance of infrastructure for supporting students, veterans and other customers. Interpret staff training needs, implement technology training plans, interacts with staff in using technology to support staff procedures and documentation. Collaborate within the technology and data systems teams and supports the customer and information service, success team and administration to leverage the CRM and other electronic tools needed to fulfill customer support, marketing, prospecting, enrollment management, admissions/ registration, retention responsibilities. Primary coordinator of the academic and course schedules for consortium institutions.
Provides administrative support to assist the Director of Distance Minnesota and the Director of Marketing & Student Access with administration of the complex distance programs serving Distance Minnesota, Minnesota State, partnering agencies, and grants. Act within delegated authority to administer key support activities and ensure that services and program deadlines are met according to established guidelines, rules and statues. Manage, coordinate, operate, and make decisions in work scope based on policies and procedures with minimal direction and supervision. Independently research issues without apparent solutions and brings only those requiring change at the policy or procedure to the appropriate administrator while maintaining confidentiality within the work environment.
Support the data/technology team in administration of the customer relationship management system (CRM). The CRM hosts public facing websites, offers student and customer communication channels and other transactional tools - e.g. web chat, online inquiries, knowledge management, support center email and online form submission, and other static and programmed content.
Review data entry, generate structured reports, and disburse to internal and external audiences.
Validate accuracy and currency of data: FAQs, standard text, etc.
Test and maintain intake forms.
Review ADA compliance of web content.
Review campaign content and recommend revisions.
Review, maintain, and expunge data to ensure accuracy and currency.
Leverage the CRM and other electronic tools needed to fulfill responsibilities.
Priority: Essential Percent of Time: 30 %
Populate and trigger processing using ancillary databases, e.g., call center telephone, academic programs, courses and authorizations, procurement and logistics, external ticket tracking. Coordination of academic and course scheduling.
Compose, validate and communicate: Department announcements, reports, presentations and supporting materials, recurring Enrollment Management Reports; Course Registration Reports; Quality Survey Reports; Student Satisfaction Surveys, and Member Institution Satisfaction Survey.
Coordinate and produce draft of Master Comprehensive Distance scheduling process utilizing the Master Comprehensive Distance Schedule format. Implement Course Schedule Information Collection Procedure.
Research and resolve discrepancies or incomplete information.
Present final draft to key contacts at member institutions for review/approval.
Provide direction to staff assisting with academic, scheduling and survey related tasks.
Update database for online major programs/degrees (tuition, books, software, license and supply costs).
Incorporate use member institution ISRS.
Record changes authorized by Course Provider or during scheduling meeting into the master and make corresponding changes to each member institution ISRS.
Communicate course Schedule Change to department staff and key contacts at member institutions.
Ensure changes made are reflected in the web-accessed course schedules and in web registration system.
Create/maintain the Master Quality Survey List which identifies survey name, timelines/deadlines, sample form, description of intended participants, messaging, desired return rates, pertinent key contacts at member institutions, authorization source/approval date.
Provide training on designated topics, address cases escalated from OCHS staff, monitor for process improvement opportunities, and suggest changes. Oversee the work in Curriculum Management building courses, seat sharing/moving and course section rotation.
Oversee designated processes in collaboration with key campus and other contacts, develop and process data by managing and updating records and preparing reports.
Create, retain, update report templates for processing weekly, monthly, and end of term reports Assess proctor needs, identify applicable solutions and report to Steering Committee.
Priority: Essential Percent of Time: 30%
Planning/coordination of department and interagency meetings and schedules of administrative team as well as develop reports, other special communications and purchase requisitions on behalf of the department administration.
Provide direction to employees assisting with planning, logistics, and notes.
Manage access, structure, and postings in Online Meeting Center;
Reserve meeting platform and communicate logistical information;
Research/develop/post/communicate Meeting Agenda and handouts/references in advance of scheduled event;
Research/resolve any emergent date conflicts or information discrepancies;
Create/post/communicate meeting minutes;
Create/post/communicate pertinent meeting outcomes in appropriate Service Announcement;
Keep calendars updated and communicate schedules for department administration/management and self;
Provide customers with information and assistance, and when appropriate act on behalf of department administration.
Coordinate electronically accessible system documentation and records supporting department operations.
Compose both recurring and non-recurring written letters and reports, including the development of matrices, graphs, charts, etc.
Monitor budget status reports and brief department administration.
Create/process purchase requisitions and maintain appropriate records.
Other duties as assigned.
Priority: Essential Percent of Time: 40%
To facilitate proper crediting, please ensure that your application and/or resume clearly demonstrate fulfillment of the following minimum qualifications.
Bachelor's degree or higher; or
At least one year of experience gathering, analyzing and interpreting data, creating reports and making recommendations for alternative solutions and conclusions.
Experience with productivity and relational database applications such as Microsoft Word, Excel, PowerPoint and/or Access to input, retrieve and manage data; create tables, charts and graphs; and the ability to summarize and explain the results of analyses in writing and orally.
Ability to manage time in order to meet deadlines and assume increased responsibility to multi-task and prioritize with limited direction.
Coursework or experience with organizational design, planning, research methodology, database software structures and related applications, organizational change, communications, information flow, integrated productions methods, inventory control or cost analysis.
Experience with customer relationship management (CRM) software
Web editing experience.
Project management experience.
Demonstrate a knowledge of, an interest in, or experience with, diverse cultures and populations.
All applicants must be able to lawfully accept employment in the United States at the time of an offer of employment.
Official transcript(s) must be provided to Human Resources upon hire.
In accordance with the Minnesota State Colleges and Universities (MnState) Vehicle Fleet Safety Program, faculty and staff driving on college/university business, who use a rental or state vehicle, shall be required to complete a vehicle Use Agreement form and conform to MnState's vehicle use criteria and consent to a motor vehicle records check.
Vehicle Notice: NOTICE : In accordance with the Minnesota State Colleges & Universities (Minnesota State) Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State's vehicle use criteria and consent to a Motor Vehicle Records check. Institution: NORTHWEST TECHNICAL COLLEGE, BEMIDJI Eeo Notice: Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status. All applicants must be able to lawfully accept employment in the United States at the time of employment. For TTY, call Minnesota Relay Service at 7-1-1- or 1-800-627-3529.
Internal Number: 18906
About NORTHWEST TECHNICAL COLLEGE, BEMIDJI
With its 31 institutions, including 24 two-year colleges and seven state universities, the Minnesota State Colleges and Universities system is the largest single provider of higher education in the state of Minnesota. The colleges and universities operate 54 campuses in 47 Minnesota communities and serve about 250,000 students in credit-based courses. Overall, the system produces about 33,500 graduates each year. In addition to credit-based courses, the system offers customized training programs that serve about 153,200 employees from 6,000 Minnesota businesses each year. The law creating the system was passed by the Minnesota Legislature in 1991 and went into effect July 1, 1995. The law merged the state's community colleges, technical colleges and state universities into one system. The system is separate from the University of Minnesota.