Associate Director – System Administrator and Customer Service

Syracuse University

Syracuse, NY

ID: 7074111
Posted: January 14, 2021
Application Deadline: Open Until Filled

Job Description

Job Description
The Associate Director, Systems Administrator and Customer Service serves as the systems administrator within the Housing, Meal Plan, and I.D. Card Services Office (HMPID) to manage meal plans in excess of $40M, campus card funds, conference billing and ID Cards. Oversee the overall customer service operation of the department. Production of all ID Cards for SU and ESF, sponsored associates and others (approximately 10,000 cards annually). Monitor all Odyssey transactions, including meal plan and campus fund activity, for large or unusual transactions and patterns in usage. Monitor meal plan usage and communicate with students who have questions and concerns about meal plans. Work with the Summer Conference/Assignments Coordinator to activate summer meal plans and perform conference planning and billing. Perform the monthly GET reconciliation and settle any disputes of charges.

Qualifications
Bachelor’s degree required, plus seven of relevant work experience in higher education. Master’s degree preferred. Proficient with operational, analytical, and problem-solving skills. Strong communication skills and the ability to lead in a team environment. Organizational skills are essential.

Job Specific Qualifications
Proficient with Microsoft Office, multi-tasking, ability to meet deadlines, working on a team. Higher education experience working with students and parents required. Ability to interpret policy and procedures and make independent decisions affecting Syracuse University students. Strong data analytic skills. Organizational skills are essential. Proven ability to analyze processes, identify process improvement opportunities to streamline operations, improve quality of data/information and improve customer satisfaction. Ability to lead, recruit, and train staff. Establish and maintain relationships with staff across the University, and effectively communicate to students, families, staff, and faculty.

Responsibilities
Serve as the systems administrator within the Housing, Meal Plan, and I.D. Card Services Office (HMPID) to manage meal plans, campus card funds, conference billing and ID Cards. Systems include Odyssey, GET, and Conference Host. Analyze and implement systems and processes for customer service to provide excellent customer service. Develop an overall customer service vision and mission for HMPID. Manage campus card access in collaboration with colleagues in Campus Safety and Emergency Services. Manage the usage of the mobile application GET in conjunction with Data Systems and Food Services. Research and implement new functions and emerging technology with Odyssey and GET applications to maximize offerings of the systems and improve customer satisfaction. Coordinate marketing efforts with Food Services for meal plans, campus funds, and the GET application to ensure similar messages are being shared with the university community. Manage a ticketing system to provide guest meals to sponsoring departments. Responsibility for overall ID card management including the maintenance of the system and printers, card design, ordering supplies, and training staff, etc. Manage and oversee the production of all SU and ESF ID Cards. Manage, investigate, and solve all ID Card problems.

Coordinate the overall customer/hospitality protocol for HMPID, including the customer service experience with conferences. Direct and provide training for HMPID staff on customer services guidelines and opportunities. Develop and maintain standard operating procedures for all processes related to system administration of Odyssey, GET, and Conference Host. Oversee the development of the summer conference schedule including timely and effective communication to customers.

Supervise the Hospitality and Marketing Manager who will oversee conferences and sports camps and the Office Assistants who are the front-line staff of the Housing Office. Responsibilities include answering questions related to housing room assignments, meal plans and ID cards in-person, over the phone and via email.

Monitor GET transactions and trends related to campus card fund purchases. Manage the monthly GET reconciliation in collaboration with the Auxiliary Services Business Office. Analyze student meal plan usage and develop a series of communication to students on usage. Analyze campus card fund usage and develop marketing opportunities for customer spending. Review transaction logs daily for failed transactions and bill Bursar accounts where necessary.

Physical Requirements
Tools/Equipment
Application Instructions
In addition to completing an online application, please attach a resume and cover letter.

About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit www.syracuse.edu.



 

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