This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12214015 Department

F&A Help Desk

About the Department

The Shared Services Office (SSO) is a service organization dedicated to continuous improvement. We strive to deliver high quality services and an excellent experience so faculty and staff can focus on teaching and research. The SSO offers key procure-to-pay, payroll, human resource transaction services to customers through consistent processes and technology enhancements.

Job Summary

The Customer Resolution Specialist (CRS) is responsible for resolving inbound calls, chats, emails, and ServiceNow requests from customers, including third party vendors, applicants, staff, and faculty at the University of Chicago about financial services, human resources, payroll, budgeting and planning, financial management, and grants management, and navigation of administrative systems including Oracle Cloud and Workday. The CRS will assist with the execution of Tier 1 transactions in the areas of financial services, human resources, payroll, and grants management.

This position will provide first-level support for question resolution, researching and resolving issues, and escalating queries as appropriate. The CRS will provide excellent customer service experience by completing work efficiently and accurately while proactively anticipating a customer\'s future needs.

The CRS reports to the Director of the Finance and Administration Service Desk. The Service Desk is an integral part of the University\'s Culture of Service and provides Tier 1 quality service in support of financial and human resources related processes.

The CRS position is a hybrid position, requiring in-person work at the Hyde Park Campus location for training, meetings, and other duties as needed, which is subject to change. The CRS must maintain a home office environment that is conducive to a normal office environment and must have access to the internet and the ability to perform all work functions.

Responsibilities

• Answers inbound phone calls and chats; processes inquiries received through ServiceNow related tofinancial services, human resources, payroll, budgeting and planning, financial management, and grants management in alignment with the Service Desk\'s established Key Performance Indicators (KPIs) and service level agreements.
• Proactively analyzes customer inquiries and requests, and presents customized solutions and next steps to the customer.
• Determines if customer requests/inquiries require escalation to the following offices as defined in the Service Desk Manual, Financial Services, Budget, Financial Management, University Research Administration (URA), and Post Go-Live Support organization.
• Efficiently resolves a customer\'s primary request and anticipates/addresses common downstream impacts.
• Documents customer interaction in Call Center Technology system.
• Advises customers on how to use self-service tools.
• Advises customers on technology system navigation and basic transactional functionality, including Oracle Cloud and Workday platforms.
• Opens, closes, and manages requests through the ServiceNow portal.
• Supports routine financial report creation.
• Participates in special project requests to assist with overflow work of other teams as needed.
• Facilitates clerical testing as needed.
• Attends trainings and works with the Training Center of Expertise to provide feedback on which trainings would be useful for the campus community.
• Assists in resolving customer\'s primary issue and may anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system.
• Utilizes call center telephony technology to support a d monitor volume of incoming calls.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Education:

• Bachelor\'s degree.

Experience:

• Proven success in a customer-facing role.
• Skilled in various contact or call center computer related technologies.
• Familiarity with administrative processes, procedures, and systems within a university setting.

Technical Skills or Knowledge:

• Oracle Cloud and/or Workday experience.
• Familiarity with Microsoft Teams and Zoom to stay connected to team members and manager in a remote work environment.
• Basic computer skills, including email functionality.

Preferred Competencies