Client Success Analyst, Information Systems

at  Wake Forest University

Application Instructions:
External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.
Please add your cover letter and any other documents required for the position to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your cover letter and supporting documents. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. You will not be able to modify your application after you submit it.
Current Employees: Apply from your existing Workday account. Do not apply from the website. Log in to Workday. Click on the Jobs Hub and select Browse Jobs. Locate the position and click Apply. Update your Education and Job History.
** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.
Job Description Summary
The Client Success Analyst provides prompt, complete, and reliable solutions to end-user computer, application, and networking problems to ensure end-user productivity. This entry-level position handles the resulting incidents or service requests using the incident management and request fulfillment processes, in line with Client Services objectives.
Job Description

Essential Functions

• Provides accurate, timely, and creative solutions to end-user computer, application and networking problems of moderate to complex nature through on-site visits, walk in, email, chat and phone support.
• Continually increases awareness and knowledge of hardware and software applications utilized at Wake Forest University.
• Tracks and thoroughly documents all problems and resolutions using ticketing software.
• Represents the Client Services team at meetings and on projects as designated by the Associate Director of Client Services.
• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff.
• Must be available to work outside of normal business hours and/or weekends and on-call.

Required Education, Knowledge, Skills, Abilities

• Associate of Applied Science Degree in a computer technology related field and two years related experience with particular emphasis in problem-solving, troubleshooting PC equipment/software, and customer service or an equivalent combination of education and experience.
• Knowledge of superior customer service standards and practices.
• Uses professional knowledge and technical expertise to resolve critical technical and/or business problems.
• Strong knowledge of operating systems, client applications, and network connectivity.

Preferred Education, Knowledge, Skills, Abilities

• Bachelor’s degree preferred.
• Ability to obtain HDI Support Center Analyst certification within 3 months of hire.
• Excellent verbal and written communication skills.
• Experience with ticketing systems software.

Note
This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.
Additional Job Description
Time Type Requirement
Full time
Note to Applicant:
This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.
In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.
Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply

• Provides accurate, timely, and creative solutions to end-user computer, application and networking problems of moderate to complex nature through on-site visits, walk in, email, chat and phone support.
• Continually increases awareness and knowledge of hardware and software applications utilized at Wake Forest University.
• Tracks and thoroughly documents all problems and resolutions using ticketing software.
• Represents the Client Services team at meetings and on projects as designated by the Associate Director of Client Services.
• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff.
• Must be available to work outside of normal business hours and/or weekends and on-call