Opening - Auxiliary Analyst

Position Title:    Auxiliary Analyst
Supervising Position Title:    Associate Director of Auxiliary Services
Supervisor's Name:    Precious A. Smith at pasmith@american.edu
Home Department:    Auxiliary Services
Background Check Required:     Yes

Summary/Objective The Auxiliary Analyst works directly with customers to manage all university ID accounts, creating new accounts as access rights are approved and disabling accounts as necessary – lost cards, separation, etc.  They must analyze and resolve access and transaction network related problems reported by AU students, faculty, staff, alumni, parents, and contractors/vendors.

This position trouble shoots access software and transaction software issues inherent in the campus-wide card system via telephone, web, and email. The analyst will need to anticipate customer needs and offer additional assistance as needed; as well as track all incidents and requests for year-round analysis of peak use and relevant data points to ensure effective and consistent responses to inquiries.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. (40% of Time) University One Card Production/Access Control – Primary support of the university One Card Program by producing and encoding cards based on customer needs and privileges, authorizing access to the residence halls, and maintaining and managing inventory of card stock and card printer consumables. Initial troubleshooting of all facets of printer and card technologies.

Evaluating and issuance of access to academic, administration, and residential building at American.

2. (20% of Time) Data Management and Maintaining Office Systems - Responsible for maintaining accurate information in all One Card databases by importing & auditing records for student, staff, faculty, contractor, and alumni records/profiles accordingly.  

3. (20% of Time) Service Now Management - responding to customer inquiries by investigating multiple systems utilizing the university Service Now technology. Taking action to update, improve and rectify discrepancies discovered via investigation. Responding to customers and updating university systems and acquiring/forwarding information to colleague agencies(intra-university) as appropriate.

4. (10% of Time) Account Troubleshooting – Tracking customer perceived errors in card performance and requesting refund/replacement of program swipes or direct funds.

5. (10% of Time) Financial Reconciliation and Administrative Tasks – proficient operation of point-of-sale equipment and the daily reconciliation of replacement funds, refunds issuance for vending losses as required for fiscal management.

Competencies
1.          Acquiring and Analyzing Information
2.          Prioritizing and Organizing 
3.          Serving Customers 
4.          Championing Customer Needs 
5.          Supporting Coworkers 
6.          Managing Performance 
7.          Driving Continuous Improvement 
8.          Thinking Broadly

Required Education 
Bachelor’s degree and 2 years of relevant work experience in a professional office setting, or the equivalent combination of education and work experience.  Good organizational, time management, communication, and customer service skills. Ability to utilize technology to gather, analyze and present financial information.  Ability to communicate in written and oral formats to a diverse customer base preferred.  Familiarity with the latest point-of-sale systems preferred.

Required Experience
Office 365 is paramount (specific technical experience required includes knowledge of desktop applications). Must have the technical acumen to investigate and marry multiple systems simultaneously.  Exceptional customer service skills.  Excellent interpersonal skills with demonstrated success in communicating in both oral and written forms are required to effectively perform the duties of this position.
The incumbent must have a strong customer service orientation and the capacity to work in teams to anticipate customer needs and offer additional assistance as needed. 

Preferred Education 
Bachelor’s degree and 2 years of relevant work experience in a professional office setting, or the equivalent combination of education and work experience.  

Hiring offers for this position are contingent on successful completion of a background check.

Preferred Experience
Experience with transactional systems, card access and security systems as well as Office 365 (specific technical experience required includes knowledge of desktop applications) is paramount.
Familiarity with the latest point-of-sale systems preferred.  Experience with and knowledge of financial record-keeping principles preferred. Ability to communicate in written and oral formats to a diverse customer base. The desired candidate must have strong organizational and multi-tasking skills as well as the ability to work quickly, accurately, and independently.
Supervisory Responsibility: None

Position Type/Expected Hours of Work – 35 hours/week with additional hours during university move-in & peaks
Travel Required: No

Contact Pasmith@american.edu directly with inquiries or cover letter and resume.