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.

Are you ready to join the College of Education Finance and Administrative Support Team (EDFAST), a dynamic team supporting the educational, scholarly, research and creative missions of our college?

The College of Education Finance and Administrative Support Team (EDFAST) is part of the College’s Shared Environment Core team (EDSECT) of expertise performing financial transactions and reporting on behalf of the College and its centers and programs. EDSECT’s mission is to ease the administrative burdens that can bog down the educational and research missions of our unit, and its goal is to be a leader in customer service and continuous improvement. EDFAST also serves as a key touchpoint for the College staff as they navigate major institutional changes, such as the upcoming 2023 launch of Workday Finance.

We are highly motivated self-starters who gladly share knowledge and support with one another to meet rigorous standards of accuracy, efficiency, and customer service. We achieve high standards by working together in an integrated team culture. The pace of our work is brisk, and performance expectations are high. We are eager learners, excellent communicators, diligent workers, and creative thinkers. We practice collaboration, engagement, and mutual support by working together to balance workloads, research policies and procedures, and address challenging transactions; and by actively listening to each other, our clients, and our colleagues throughout the College and University.

The Shared Service Specialist reports to the Assistant Director - Shared Services and is critical in managing the College’s transition to Workday for UW Finance Transformation. The Edfiscal Help Desk and UW Connect Specialist (Shared Services Specialist) will apply technical and policy expertise to manage the College’s internal ticketing system (Fresh Service) and central system (UW Connect). The Shared Services Specialist serves as a central point of contact and subject matter expert, providing Edfiscal (Fresh Service) and UW Connect (Service Now) support, training, and expertise across the shared environment. The Shared Service Specialist will focus on strengthening customer relationships by managing inquiries/problems; provide accurate, valid, and comprehensive information, solutions and options within established time limits and see inquiries and/or problems through to resolution.

Service Desk Operations

Perform front-line “service desk” support, serving as the first point of contact for resolution of inquiries directed to Edfiscal by the College programs, faculty, and staff.

Multitask between helpdesk emails and messages posted in multiple group chat spaces.

Track route and redirect questions to correct resources within the College.

Resolve issues using available tools and existing skills/knowledge.

Provide high-touch service for customers with immediate and urgent needs in support of their work and employ de-escalation techniques in dealing with frustrated customers.

Escalate unresolved questions in an accurate and timely manner to the next level of support.

Upon resolution of an issue, provide feedback and/or training to customers (if appropriate) and how they can resolve it themselves next time, when possible.

Ensure proper recording documentation and closure of ticket inquiries and questions.

Function as SharePoint site administrator for EDFAST teams.

UW Connect and Other Applications Support

In collaboration with AD for Shared Services, manage and process UW Connect intake forms to escalate tickets to Central (systems training will be provided)

Assist in creating, updating, and maintaining knowledge base (KB) based upon information sent to the Service Desks via email, group chat, or from the resolution notes of a ticket.

Assist in identifying and developing relevant training materials for: UW Connect and Fresh Service, intake processes, and workflows/requirements by transaction type.

Participate in design sessions, testing and evaluating UW Connect, providing feedback to EDSECT.

Assist in training EDFAST staff members in policies and best practices within the College and UW Connect systems.

Quality Improvement

Actively participate in daily staff huddles, weekly and monthly workshops, and outreach meetings (as requested).

Collaborate with fellow EDFAST team members and serve as a member of this team to evaluate current EDFAST processes and policies, develop ideas for updates and improvements, and institute changes that continually reinforce our mission and values.

Actively participate in all appropriate policy, business process, and customer service trainings, including Workday training sessions, in order to maintain and expand expertise and to identify and pursue areas for process improvement.

Develop the infrastructure to provide analysis on delays of ticket resolution and recommend corrective actions to leadership.

Provide weekly and monthly reports to EDSECT on outstanding tickets and On-Call orders.

Other Responsibilities

Liaison with UW Travel Office and UW Corporate Travel Services, and other contracted travel agencies and hotels.

Interpret, advise, and implement the University policies and procedures relating to travel.

Interact and interface with the College’s programs and centers on compliance and address/resolve travel issues and purchases.

Monitor TREQ for pre and post travel approvals.

Assist during peak periods, when TREQ on-call is heavy or during staffing gaps.

Assist with budget maintenance and reconciliation.

Other duties as assigned

MINIMUM REQUIREMENTS
Bachelor’s Degree and two years of work experience as a Fiscal Specialist, or equivalent combination of education/experience.

ADDITIONAL REQUIREMENTS

Experience working in online customer support or a shared service organization.

Strong customer service skills and ability to answer questions and solve issues quickly.

Highly developed interpersonal skills, including excellent written and oral communication skills.

Ability to handle sensitive situations and highly confidential information with tact and discretion.

Ability to perform successfully in a challenging, high-volume setting where deadlines and priorities constantly change.

Proficiency with Microsoft Office MS Office Suite (Word, Excel, PowerPoint, OneNote, Outlook), MS Teams, SharePoint, and Zoom teleconferencing.

Ability to build supportive working relationships with individuals of widely divergent backgrounds and needs.

Must be able to work independently with the ability to collaborate on team projects, and proactively solve problems.

Demonstrated attention to detail and passion for accuracy.

DESIRED QUALIFICATIONS

Experience working with UW fiscal and administrative systems and departments.

Experience contributing to continuous process improvement initiatives.

Knowledge of generally accepted accounting principles (GAAP)