Customer Engagement Technology Specialist
University of North Carolina at Chapel Hill

Department:

Research Data Management Core-631350

Information Technology

No

11/19/2024

11/25/2024

Permanent Staff (SHRA)

Technology Support Specialist - Journey

IT05

Customer Engagement Technology Specialist

20067520

P019861

Full-Time Permanent

40

40 hours per week, Monday-Friday 8:00am - 5:00pm

CHAPEL HILL, NC

North Carolina, US

$65,000 - $75,000

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

The Research Data Management Core (RDMC) is a campus unit that was established by the Office of the Vice Chancellor for Research (OVCR) in response to scientific data management and sharing policies issued by federal funding agencies and other critical stakeholders in the scientific enterprise at UNC. These policies demand development and implementation of a campus-wide research data management strategy that supports compliance with those policies.

Authorized and financially supported by the OVCR, the RDMC has been charged with providing overall direction and oversight of operations and activities that prioritize research data management and sharing leadership, support, and innovation. The Director of the Research Data Management Core provides reporting of operations, finances, and program outcomes to the OVCR for program evaluation and unit accountability.

The Customer Engagement Technology Specialist is a position in the Research Data Management Core (RDMC) unit that supports the information technology requirements of both internal and external users of systems that support RDMC operations and provide access to RDMC resources and services. Reporting to the Assistant Director of Research Data Stewardship, the Customer Engagement Specialist is responsible for administering these systems, including those for project management, content management, customer relationship management, learning management, and other information technologies that support critical RDMC functions.

The Customer Engagement Technology Specialist is an IT professional working in a research-intensive university setting that requires an understanding of the socio-technical infrastructures that support the administration and execution of research programs. They can identify, provision, and maintain appropriate hardware and software systems (including specialized research workstations and software applications, and project, learning, and content management systems) from campus-based service providers and external vendors. They also possess a customer service orientation, empowering individual researchers and research teams to perform essential functions effectively and efficiently using available technologies. They also have particular skills in communicating technical concepts in both oral and written form to audiences with varying degrees of technical knowledge and experience.

The primary purpose of the Customer Engagement Technology Specialist position is to:

1) Perform systems administration for project management, learning management, and content management systems that support essential unit functions and services.
2) Oversee the handling of customer service portal tickets and project management issues to include triage, prioritization, assignment and resolution.
3) Work collaboratively with both internal and external customers to select, requisition, install, configure, test, and use appropriate hardware and software technologies.
4) Establish and manage a formal apparatus for the development, enforcement, and ongoing review of standard operating procedures and documentation for hardware and software acquisition, installation, maintenance, and use.
5) Engage in training and professional development opportunities to keep pace with trends in emerging technologies that impact research workflows.

Associate's degree in Computer Information Technology, Computer Technology Integration; Networking Technology, or related areas and three years of experience in the Information Technology field related to the position's role; or a

Bachelor's degree from an appropriately accredited institution and four years of experience in the Information Technology Field related to the position's role, or a

Bachelor's degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and two years of experience in the Information Technology Field related to the position's role; or an

A combination of post high school education and related experience to equal eight years

* Experience working in a research support organization providing information technology support services including hardware and software requisition and maintenance, desktop and network support, and customer engagement
* Experience managing, triaging, prioritizing, and responding to information technology customer service requests via help desk ticketing systems to ensure appropriate and timely delivery of services
* Experience performing systems administrator functions including installing and configuring software, hardware, and networks; managing user permissions and passwords; monitoring and maintaining system performance; and implementing provisions for system security
* Demonstrated knowledge of technical writing based on experience designing and constructing standard operating procedures and documentation
* Ability to effectively explain technical concepts in verbal and written form to audiences of various backgrounds and professional levels including university administrators, faculty researchers, students, and other research stakeholders

* Working knowledge of widely adopted content, learning, and project management systems (e.g., WordPress, Canvas, Jira, ServiceNow)
* Experience supervising staff responsible for deploying and managing information technology systems and services

Not Applicable.