Acad Sched User Support Spec

Position summary:
Develop and coordinate central academic scheduling processes to build the Class Schedule and Final Exam Schedule for the Twin Cities campus. This includes serving as the primary point of contact for academic class and final exam room scheduling; process management; coordinating workflow for room change requests; and processing class data queries and updates. Provides academic scheduling support to University departmental staff by responding to problems and requests from users. It also includes troubleshooting for staff using Astra, 25Live and CCS Schedule of Classes, developing internal process documentation, and creating external user guides. Maintains the ability to rapidly learn new technologies which include PeopleSoft, Coursedog, Astra,25Live, and various applications within the UMN community.

Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors, depending on the nature of the unit and position. The arrangement for this position will be determined upon hire between the employee and supervisor.

Essential job functions:
User Support/Service Desk Operations - (50%)
* Provides first-tier academic scheduling support for the University user community.
* Analyzes requests from end users to determine system problems and resolution.
* Troubleshoots for staff using Astra/25Live and CCS Schedule of Classes and maintains internal process documentation and external user guides.
* Serves as the help desk expert and provides subject matter expertise on academic and final exam scheduling with a focus on precision and timeliness.
* Proactively monitors incoming email queues and tickets to ensure timely response and resolution. Watch for trends to identify emerging problems to escalate and potential training needs.
* Negotiates complex classroom switches with academic department scheduling coordinators and devises creative resolutions for unusual situations under limited time constraints.
* Resolves room scheduling problems through a combination of standard procedures, research, and creative problem-solving.
* Co-leads the final exams scheduling, workflow, and communication processes.
* Work with end users either through meetings or help desk support to ensure best practices for data maintenance and compliance are understood.
* Provides top-notch customer support, responds in a helpful and courteous manner, demonstrating good listening and comprehension skills.
* Demonstrates good judgment, sound decision-making, and professional expertise in support of academic scheduling policies and procedures.

Quality Assurance/Process Documentation: (40%)
* Runs and processes quality assurance queries via PeopleSoft on an assigned schedule as directed.
* Resolves exceptions to data quality by making updates to class and course records as needed while maintaining documentation of data errors that have been reconciled.
* Accurately enters data requests into PeopleSoft Schedule of Classes and Astra/25Live, including, but not limited to processing room assignments, class cancellations, updating class associations, combined section table maintenance, class section set-up, and final exams.
* Maintains academic scheduling production calendar and produces semesterly final exam schedule for the Twin Cities campus.
* Schedules general purpose classrooms to maximize room utilization.
* Alerts management to data patterns of concern and recommends topics for ongoing training and staff development.
* Makes recommendations for business process improvements and assists in creating change implementation plans as needed to ensure quality service delivery.
* Updates operational and procedural documentation to assist in unit efficiency.
* Collaborates with others to gather, analyze, and document business requirements across OCM and ASR.

Other Duties as Assigned: (10%)
* Effectively communicate with a diverse group of students, staff, faculty, and external clients.
* Remain current on departmental policies and procedures.
* Positively represent the Office of Classroom Management to other departments.
* Participates in ongoing training, projects, and committees.
* Other duties as assigned.

Required qualification:
* Bachelor's degree or a combination of education and related experience totaling at least four years
* Proven organizational and customer service skills
* Strong attention to detail and accuracy

Preferred qualifications:
* Experience in higher education room scheduling software (e.g., Astra or 25Live) and PeopleSoft.
* Skilled in establishing priorities and handling multiple projects simultaneously while maintaining high accuracy.
* Ability to manage multiple priorities in a fast-paced, high-volume environment with consistent accuracy
* Effective written communication skills
* Self-starter with a proactive approach to learning and service improvement
* Interest in and commitment to continuous process improvement
* Familiarity with university academic systems, operations, policies, and procedures

The mission of Academic Support Resources (ASR) is to make a positive difference in students' lives. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better equipped to serve and represent our University community by ensuring our culture values differences and individuality.

The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem-solving/analysis, development, leadership, teamwork, and customer service.
The Office of Classroom Management (OCM) directly supports high-quality teaching and learning by faculty and students in University classrooms. OCM is the central point of contact, and a single point of responsibility and accountability, for all general-purpose classroom and study space issues. OCM is a national leader in the coordination and operation of classrooms and is focused on the continual improvement of teaching and learning environments.

Pay Range: $54,000 - $58,000; depending on education/qualifications/experience

Time Appointment Category: 100% Appointment (If job description above does not specify appointment or expected weekly hours, assume a 100% appointment.)

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).