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#94480 Training & Client Support Analyst

Filing Deadline: Wed 7/25/2018

UCSD Layoff from Career Appointment: Apply by 07/13/18 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.

DESCRIPTION

The Training & Client Support Analyst will work with Research Administration Project Teams, the Senior Training & Client Support Analyst and Enterprise Systems Renewal (ESR) Kuali Research Change Lead to collect help desk data so training gaps/opportunities and client support trends can be identified and managed.

The Training & Client Support Analyst will also assist with additional research administration training and communication needs, including scheduling and coordinating training sessions, develop training materials and webinars, and periodically leading training activities/exercises under the direction of the Enterprise Systems Renewal (ESR) Kuali Research Change Lead and/or the Senior Training & Client Support Analyst.

The Training & Client Support Analyst offers high level assistance and client support to UC San Diego's electronic research administration systems which support campus-wide business applications. The incumbent monitors, investigates and triage's incoming requests for help via email, telephone, customer support issue management application, and/or instant messaging tools, analyzes those requests for urgency, categorizes requests and works with clients and project teams to assess and manage solutions.

QUALIFICATIONS

  • A Degree in Instructional Design, Cognitive Science, Business, Education, Public Administration or Project Management, and two (2) years of experience in training; or equivalent combination of education and experience.

  • Strong analytical skills to understand how business needs can be addressed through the design and delivery of training programs.

  • Working knowledge of adult learning theories and education methodologies. Knowledge of the theories and methodologies used in web-based and classroom training development, and demonstrated skill in their appropriate application.

  • Working knowledge of educational technology and adult learning theory and practice. Knowledge of cutting edge technologies and tools for applicability to web-based training initiative.

  • Experience developing and administering formal technical training to users at a variety of levels. Ability to conduct escalated, broad technical support including software tests, analyzing test results and producing reports of conclusions and recommendations.

  • Experience writing in a web environment, authoring web pages, using current web authoring innovations for creating information to a web site, and procedure, and ability to interpret, apply, and effectively communicate to campus.

  • Demonstrated experienced in web page content design. Knowledgeable regarding best practices in web content and usability.

  • Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

  • Proficient ability to use desktop publishing and software. Experienced in page layout, design, image creation and optimization.

  • Knowledgeable in graphics and layout software packages. Skills in flyer, manual, brochure, poster and banner production. Work experience in editing for stylistic consistency, logical organization, rational development of content, and ensuring technical content accuracy.

  • Ability to work independently and under pressure, to manage multiple concurrent tasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness.

PREFERRED:

  • Experience in a “help-desk” role, providing technical assistance in support of a large client population who interface with a business or data base application, preferably enterprise level. Working knowledge of desktop and business/technical support systems.

  • Knowledge and experience in the overall research administration process, and the systems that support them, through practical experience in a similar large scale research institution.

  • Knowledge of sponsored research proposal management, and post award functions. Familiarity with the steps associated with proposal development, submissions, award management, negotiation issues for moderate-risk grants, cooperative agreements, clinical trials and contracts in relation to receipt of University funding from extramural sponsors.

  • Professional knowledge and experience in the principles, practices and trends of public research administration policies, applicable laws and practices

SPECIAL CONDITIONS

  • A background check is required.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UCSD
Payroll Title:
TRAINER 2
Department:
VICE CHANCELLOR-RESEARCH
Hiring Salary Range
$48,900 - $68,000 /year
Worksite:
Campus
Appointment Type:
Career
Appointment Percent:
100%
Union:
Uncovered
Total Openings:
2
Work Schedule:
Days, 8 hrs/day, Mon-Fri