Reporting to the Director, User Support and Training, the Coordinator is responsible for supporting the User Support and Training team in all administrative areas, including providing end-user technology support, managing all user accounts, and scheduling and maintaining an online and in-person training program for the Office of Alumni and Development and the broader Alumni and Development community at Columbia. The Coordinator will also provide basic database training, perform general office tasks, as well as other duties as assigned.
The Coordinator has primary responsibility for all account and identity management for the User Support and Training team. This includes, but is not limited to:
Creating, managing, and deactivating accounts in Active Directory, various database access tools (such as the Athena Configuration Utility), Salesforce, Marketing Cloud, Eventbrite, Cvent, and any other necessary systems
Manages segmented database security rights on a user-by-user basis.
Manages provisioning/de-provisioning requests, communicates approval requirements, and seeks special access approval from senior managers as necessary.
Responds to database security audits on a daily basis.
Responds to help desk inquiries (via phone, Salesforce, email, or in person) in a timely manner. This includes triage with other team members when appropriate and tracking any outstanding issues until they are resolved.
When handling help inquiries, provides a level of service that may include probing users for additional information related to their request, problem-solving to provide the user with the most comprehensive response, and involving other team members for support or to communicate user needs.
Updates and closes cases in the Salesforce Service Console. Troubleshoots with technical staff at other schools and units, documents and reports system bugs, and participates in testing of application upgrades and enhancements.
Informing new university staff of training requirements and course options.
Assists in developing an appropriate class schedule for each new user, and maintains user registration and attendance status in Athena.
Creates and manages the centralized training calendar, processes the creation of class events in registration and tracking systems, and may conduct introductory training sessions as needed.
Informs trainers of any last minute adjustments, assists with the setup and breakdown of training room and materials before and after training sessions, and assists with the preparation of training materials and supplies based upon current need.
Creates and maintains room schedules and other logistics for training sessions and meetings.
Maintains technical and procedural documentation in the staff knowledgebase to reflect current policy and best practices.
Prepares and submits expense reports for members of the User Support and Training team. Tracks supply inventory and place orders for the team.
Supports the User Support and Training team on project-based assignments that support the goals of the unit.
Performs other related duties and special projects as required.
Bachelor's degree and/or its equivalent required. Minimum of one years' related experience required. Proficiency with Gmail, the Microsoft Office suite (Word, Excel, Powerpoint), the Google Drive suite (Docs, Sheets, Slides), and other common computer applications required.
Familiarity with large database systems, especially CRMs or systems used in direct support of fundraising, is highly preferred. Experience in development, higher education, and/or the nonprofit sector is also highly preferred.
The successful candidate must have excellent organizational, interpersonal, oral and written communications skills, including a high level of attention to detail and active listening skills. Must be able to problem-solve and troubleshoot, in additional to the ability to work independently in a dynamic team environment. Must be able to negotiate and prioritize issues, resolve problems and have strong influencing skills. The successful candidate must ensure the utmost discretion in all matters, as well as possess an ability to work well with all levels of management. Must have sound judgment with a collaborative style that fosters teamwork and cooperation beyond the immediate team to the broader organization. Must have a passion for excellent customer service and commitment to exceptional quality.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 505256
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.