CUSTOMER EXPERIENCE SPECIALIST
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As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits, and natural beauty.
The Office of Research Information Services (ORIS) has an outstanding opportunity for a Customer Experience Specialist within our Customer Experience Support Team. ORIS accelerates research and advances innovation by delivering analysis, automation, and on-demand information through a seamless research administration experience that reduces the administrative burden to UW Researchers and Research Administrators and enables greater efficiencies in the application and processing of the thousands of award applications awarded annually to University researchers.
The Customer Experience Specialist position is a technical specialist, working with complex business applications and participating in the web application software development lifecycle. This position will become an expert in multiple vendor and ORIS products and services to include MyResearch, the Office of Research and other websites, and the SAGE Suite, and will utilize this expertise for efficient ticket management to ensure quick response and continuity of service for customers. The Customer Experience Specialist is knowledgeable in customer service best practices and will be integral in maintaining high customer satisfaction ratings.
Under the general direction of the Customer Experience Manager, this position creates technical system resources and user documentation to improve user efficiency, and to educate coworkers on user processes and issues. The Customer Experience Specialist is essential in ensuring that customers, who comprise researchers, research administrators and research staff across all three campuses, adapt to changes in research-related systems as well as business processes, organizational structures, and data models
The Customer Experience Specialist will resolve customer issues and provide technical and procedural solutions that contribute to improved customer efficiency to meet research funding and award management deadlines. This role contributes to design, development, analysis and testing of multiple web application software products, and in translating technical and non-technical customer issues to product teams for escalation.
The Office of Research supports a culture of diversity, equity, and inclusion. Recognizing and valuing all our differences makes our office stronger and enhances our support for researchers; it will enrich the research carried out at the UW. Read more about DEI in the Office of Research on our website: .
The Customer Experience Specialist role calls for technical aptitude for system analysis, testing, troubleshooting, and quickly assimilating new systems and technologies. This position serves a critical function as a central liaison between the researcher, the customer, and the various software professionals on the ORIS product teams. Prior experience with complex business applications, distributed systems, databases, software development lifecycle, IT service management techniques and frameworks, technical writing, and content management systems, is beneficial to success in the role.
Housed in the Office of Research Information Services, this position supports research and research teams at all 280 University research centers and enables business continuity and greater efficiencies in the application and processing of the thousands of award applications processed and awarded annually to university researchers.
The position supports the mission of ORIS to accelerate research and advance innovation, and the University's mission of discovery, innovation and advancing knowledge through ensuring a seamless research administration experience, by providing a point of contact for researchers when they encounter serious issues in the administration of their awards. The work of the Customer Experience Specialist is critical to minimizing disruption to the $1.7 billion-dollar research enterprise at the University of Washington. Decisions made by this position have a significant impact on the ability of the research community to complete critical grant related tasks. Without help in resolving their issues, the researcher and the University could be in jeopardy of losing research funding.
DUTIES AND RESPONSIBILITIES
Technical Web Computing (50%)
Responsible for providing Tier 1 and Tier 2 technical support for ORIS web applications and other software products and services ensuring customer ability to continue work with minimal interruption and to maintain high customer satisfaction. Duties include:
Serve as a liaison between the ORIS customer and the ORIS product team members (software engineers and testers, project managers, training, and communication teams) for timely resolution of customer issues and concerns in the operations, design, development, and release of complex web-based software products
Translate complex technical information to non-technical faculty and staff, and translate customer concerns to product teams to facilitate resolution of issues
Independently assess and prioritize customer requests based on business impact, customer urgency, and service level agreements
Provide guidance on issues and documentation for web applications and systems to customers and to University partners
Apply system analysis techniques and procedures for troubleshooting, monitoring and documenting web software with relational database components and complex integrations into multiple systems
Test and validate web applications solutions on behalf of customers for issue resolution
Documentation (20%)
Responsible for web based documentation resulting in increased customer understanding of ORIS web application products and services. Duties include:
Customer facing documentation such as user guides that define, illustrate, and simplify complex technical concepts, that are accurate, and that are well understood by end users
Continuous documentation improvement in collaboration with other technical support groups, as well as cross-divisional teams of technologists, software engineers and system administrators
Initiate and execute documentation deployments, new knowledge articles and article updates, and documentation audit cycles
Internal knowledge base, tool documentation, and support process articles
ORIS-owned website content pages and website instructional manual
Customer Experience (20%)
Responsible for implementing outstanding customer service protocols and continuous improvement of those protocols to ensure improved customer efficiency to meet research funding and award management deadlines.
Management and intake of customer information through multiple channels such as the customer ticketing software and classroom discussion
Data analysis, requirements gathering, creating, and monitoring of reports and data visualizations
Process or documentation improvements based on customer information received from emerging issues, enhancement requests, or frequent customer requests
Clear communication to customers to ensure that they understand the status of their queries and resolution expectations
Support of the incident management process via collaboration with the Customer Experience Support Lead and technical product teams
Root-cause analysis and documentation of reported customer issues
Communication Support (5%)
Participate in product releases, ensuring audiences are informed and communications are delivered upon completion
Contribute to website monitoring and communications with stakeholders during service interruptions as needed
Other (5%)
Other duties as assigned
MINIMUM REQUIREMENTS
Bachelor's degree in Computer Science, Information Systems, Information Technology, or other applicable discipline or equivalent experience.
Minimum two years of experience, including one year of experience working in a software/web development or web application systems administration setting delivering technical expertise to customers
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
ADDITIONAL REQUIREMENTS
Technical writing experience, preferably within a technology organization, including writing customer portal knowledge base articles or system documentation
Demonstrated broad knowledge of web and cloud based software technologies
Demonstrated experience with SQL and/or JQL query languages
Demonstrated experience with a ticket tracking system or customer relationship database
Demonstrated experience with root cause analysis
Excellent written and verbal communications skills; evidence of strong editing, language, spelling, and grammar skills
Experience working collaboratively across functional teams, projects teams, and with partner units or external vendors
Familiarity with customer experience and/or technology operations best practices
Ability to prioritize and manage time effectively
Experience Desired:
WordPress experience
Experience with software testing and/or troubleshooting
Knowledge of or experience with Lean, Agile and/or Kanban
Knowledge of research administration and/or higher education environment
Experience with ServiceNow and/or Atlassian products such as Jira Service Management and/or Confluence
Familiarity with HTML and/or CSS
Office 365 experience
Familiarity with requirements gathering, user stories, and/or stakeholder management
Familiarity with visualizations and reports, such as in ticketing system data dashboards, Excel, or Tableau
This position contributes in a collaborative teamwork environment. Collaboration among the software developers, website team members, business analysts, project managers, editors, quality assurance, support and others is done in a shared space working environment through ad hoc meetings focused on problem-solving, and the use of synchronous and asynchronous communication tools. Inflexible deadlines are common and non-standard working hours can be necessary. This position will primarily be expected to work standard working hours, aligned with Pacific Time zone where the office is based, and may require off-hours work for go-lives, incidents, and other deployments.
The Office of Research shares President Cauce's commitment to combat inequities and racism. The values of diversity, equity and inclusion are integral to the success of our research enterprise and are embedded in the culture of who we are as an institution and employer.
We will honor different and unique identities and nurture an accessible, welcoming and respectful environment for all staff, students and faculty in the Office of Research and for all members of the UW research community. We will regularly review our services and systems and adapt them to reflect the evolving environments and work styles of our employees and those we serve.
We are ALL responsible for confronting bias and inequities, both individual and institutional, that persist here and throughout our society. Our call is to remove barriers and promote access, opportunity, and justice for all. We all must commit to this ongoing work.
Recognizing and valuing diversity will make the Office of Research and the University stronger, and enrich the stellar research carried out at the UW.
Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
To request disability accommodation in the application process, contact the Disability Services Office at or .
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits, and natural beauty.
The Office of Research Information Services (ORIS) has an outstanding opportunity for a Customer Experience Specialist within our Customer Experience Support Team. ORIS accelerates research and advances innovation by delivering analysis, automation, and on-demand information through a seamless research administration experience that reduces the administrative burden to UW Researchers and Research Administrators and enables greater efficiencies in the application and processing of the thousands of award applications awarded annually to University researchers.
The Customer Experience Specialist position is a technical specialist, working with complex business applications and participating in the web application software development lifecycle. This position will become an expert in multiple vendor and ORIS products and services to include MyResearch, the Office of Research and other websites, and the SAGE Suite, and will utilize this expertise for efficient ticket management to ensure quick response and continuity of service for customers. The Customer Experience Specialist is knowledgeable in customer service best practices and will be integral in maintaining high customer satisfaction ratings.
Under the general direction of the Customer Experience Manager, this position creates technical system resources and user documentation to improve user efficiency, and to educate coworkers on user processes and issues. The Customer Experience Specialist is essential in ensuring that customers, who comprise researchers, research administrators and research staff across all three campuses, adapt to changes in research-related systems as well as business processes, organizational structures, and data models
The Customer Experience Specialist will resolve customer issues and provide technical and procedural solutions that contribute to improved customer efficiency to meet research funding and award management deadlines. This role contributes to design, development, analysis and testing of multiple web application software products, and in translating technical and non-technical customer issues to product teams for escalation.
The Office of Research supports a culture of diversity, equity, and inclusion. Recognizing and valuing all our differences makes our office stronger and enhances our support for researchers; it will enrich the research carried out at the UW. Read more about DEI in the Office of Research on our website: .
The Customer Experience Specialist role calls for technical aptitude for system analysis, testing, troubleshooting, and quickly assimilating new systems and technologies. This position serves a critical function as a central liaison between the researcher, the customer, and the various software professionals on the ORIS product teams. Prior experience with complex business applications, distributed systems, databases, software development lifecycle, IT service management techniques and frameworks, technical writing, and content management systems, is beneficial to success in the role.
Housed in the Office of Research Information Services, this position supports research and research teams at all 280 University research centers and enables business continuity and greater efficiencies in the application and processing of the thousands of award applications processed and awarded annually to university researchers.
The position supports the mission of ORIS to accelerate research and advance innovation, and the University's mission of discovery, innovation and advancing knowledge through ensuring a seamless research administration experience, by providing a point of contact for researchers when they encounter serious issues in the administration of their awards. The work of the Customer Experience Specialist is critical to minimizing disruption to the $1.7 billion-dollar research enterprise at the University of Washington. Decisions made by this position have a significant impact on the ability of the research community to complete critical grant related tasks. Without help in resolving their issues, the researcher and the University could be in jeopardy of losing research funding.
DUTIES AND RESPONSIBILITIES
Technical Web Computing (50%)
Documentation (20%)
Customer Experience (20%)
Communication Support (5%)
Other (5%)
MINIMUM REQUIREMENTS
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
ADDITIONAL REQUIREMENTS
Experience Desired:
This position contributes in a collaborative teamwork environment. Collaboration among the software developers, website team members, business analysts, project managers, editors, quality assurance, support and others is done in a shared space working environment through ad hoc meetings focused on problem-solving, and the use of synchronous and asynchronous communication tools. Inflexible deadlines are common and non-standard working hours can be necessary. This position will primarily be expected to work standard working hours, aligned with Pacific Time zone where the office is based, and may require off-hours work for go-lives, incidents, and other deployments.
The Office of Research shares President Cauce's commitment to combat inequities and racism. The values of diversity, equity and inclusion are integral to the success of our research enterprise and are embedded in the culture of who we are as an institution and employer.
We will honor different and unique identities and nurture an accessible, welcoming and respectful environment for all staff, students and faculty in the Office of Research and for all members of the UW research community. We will regularly review our services and systems and adapt them to reflect the evolving environments and work styles of our employees and those we serve.
We are ALL responsible for confronting bias and inequities, both individual and institutional, that persist here and throughout our society. Our call is to remove barriers and promote access, opportunity, and justice for all. We all must commit to this ongoing work.
Recognizing and valuing diversity will make the Office of Research and the University stronger, and enrich the stellar research carried out at the UW.
Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
To request disability accommodation in the application process, contact the Disability Services Office at or .
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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