Temporary Slate Support Specialist - Penn Engineering

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

Posted Job Title

Temporary Slate Support Specialist - Penn Engineering

Job Profile Title

Temporary Employee - Non-Exempt

Job Description Summary

Reporting to the Slate Application Developer in the Office of Academic Innovation, the Slate System Support Specialist is responsible for the effective coordination, support, and maintenance of the Slate CRM system. This role will predominantly be supporting the student success system needs for online, on-campus masters and graduate degrees; this role may also support admissions features where appropriate and necessary, as well. The Support Specialist is responsible for escalating issues to and collaborating on cases with the Slate System Developer to ensure timely and accurate addressing of requests. This role should feel comfortable with independently maintaining workflows, managing application cycles, and providing technical support for events and marketing campaigns / emails. They will be the direct support contact for the online admissions and marketing team.

Strong candidates for this position will have 1-3 years of experience with the Slate system, are familiar with the features that drive the admissions system, and are able to generally troubleshoot related concerns. Additionally, candidates with strong organizational and administrative skills will be good candidates as this role will require supporting administrative tasks for recruitment events, office hours, and student affairs events that use Slate to capture registration. This role will be hybrid and should anticipate two (2) days in-office in Philadelphia on the University of Pennsylvania campus.

Job Description

Job Responsibilities

Slate Process Coordinator

Coordinate / operate the Slate Admissions System for Penn Engineering, supporting online programs, on-campus masters and Ph.D., and our K12 admissions rounds

Support coordination of the Student Success system features, as well

Manage the process of turning Student Success modules on and off for each cycle

Make system updates where appropriate, either live or between admissions application cycles; will collaborate with the Slate System Developer

Support workflow maintenance, including clearing workflows in preparation for the next cycle

Provide troubleshooting support for the Admissions / Marketing / Student Success team and serve as the primary support contact for the online Admissions / Marketing / Student Success team

Campaigns & Deliver Communications Support

Support the development / build of ad hoc and campaign / drip emails in the Slate system, including recipient list queries, merge fields, and logic.

Work with Slate System Developer to confirm and build Deliver message queries where appropriate, along with conditional logic, merge fields, etc.

Request Processing, Triage & Escalation

Triage incoming Slate-related requests into the various help channels (Slack, ticket request forms, etc.) and provide tier 1 support.

Manage the Slate Helpdesk Asana board and in collaboration with team, migrate issues to the backlog.

Cycle Preparation Checklist Coordination

Maintain and coordinate the cycle preparation checklist projects in Asana to ensure all tasks are completed on schedule.

Provide recommendations for updating the checklist with the aim of tracking all behaviors required to open, manage, and close each admissions round.

Collaborate with other members of the Operations and Systems teams to ensure that their assigned tasks are completed timely, accurately, and drive toward key deadlines per the cycle prep checklist.

Events Support

Provide Slate-related support for events managed by the admissions / marketing teams as well as student affairs, including online and on-campus recruitment and engagement activities.

Support includes auditing event templates and communications, supporting registration processes, and supporting event setup in Slate.

Provide day-of support for Slate-driven events, where appropriate.

System & General Support

Ensure the Slate system has accurate user and permissions information.

Assign / update permissions at the discretion of the Application Developer.

Consistent deduping of records to ensure data accuracy and cleanliness.

Support System Developer with various tasks and projects where needed.

Other duties as assigned

Qualifications

Required

Bachelor's degree, preferably in an IT-related field, with one to three (1-3) years in an enrollment services role requiring technical and functional knowledge or an equivalent combination of education and experience.

Experience working in a CRM, preferably Technolutions Slate

Strong problem-solving and troubleshooting skills

Ability to learn quickly and understand complex processes

Proficiency in workflow management and campaign communication strategies

Excellent organizational and project management abilities

Preferred

Experience supporting higher education admissions or marketing teams

Familiarity with Asana or similar task / project management tools

Understanding of student recruitment, marketing, and admissions processes and event management

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Engineering and Applied Science

Pay Range

$7.25 - $30.00 Hourly Rate

Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law .

Special Requirements A background check may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

Health and Life : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare.

Retirement : Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

Please note that benefit eligibility is determined / based on ACA guidelines.

The University of Pennsylvania's special character is reflected in the wide variety of backgrounds, experiences, and perspectives of the Penn community. We seek talented faculty and staff who will constitute a vibrant community and help create an educational and working environment that best supports the University's commitment to excellence in teaching, research, and scholarship. The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status, or any class protected under applicable federal, state or local law.