Academic Support Analyst Job at Southern New Hampshire University
We are one growing team with one powerful goal — and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours.
Our Workforce Is Expanding Beyond New Hampshire!
We have remote work opportunities available in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wyoming.
The Opportunity
Reporting to the Director of Academic Support Center, the Academic Support Analyst supports technology and reporting needs for the Academic Support team. You will manage data analysis, reporting, designing, maintaining data dashboards, systems oversight and administration, technology support, and will be a vendor liaison.
Primary Responsibilities:
- You will prepare and oversee reporting and trend analyses, including vendor service level agreement (SLA) and quality assurance (QA) reports, peer tutor and coach capacity, SNHU Academic Support team overall usage, workshop attendance and performance, no-show reports and analysis recommendations for schedule adjustments. Communicate reports and trends to appropriate stakeholders.
- Design and maintain data dashboards based on stakeholder needs, includingFive9, Unify, and QA trend reporting.
- Work with Unify team to design presence and utilization of student records for appointments.
- Be the Five9 administrator for the Academic Support team. Responsible for training and troubleshooting for student-facing Academic Support staff, dashboard design and maintenance for manager service level agreement reporting/use.
- Be a Academic Support platform/system technology subject matter expert (SME) to Tutor.com.
- Support all student escalations through Service Now.
- Perform analysis of usage trends to inform updates and solutions to the Tutor.com system.
- Work with Learning and Development (L&D) team to maintain administrative "keyholder" status for Compass to assist staff access to materials.
- Maintain project tracking for new development rollouts and serve as department liaison to stakeholder communication teams for all updates.
- Maintain Unify Knowledge interface and development with UK team.
- Provide advising/team member tech support (student issues).
- Support onboarding of new team members tech delivery and training.
- Be the department liaison for system usage and troubleshooting of Unify, Five9, ITS, Tutor.com, and Microsoft Teams.
- Oversee and train student workers.
- Attendance and punctuality are essential functions of this remote role.
- Other responsibilities as assigned.
Minimum Qualifications:
- Years of experience: 3 years of experience in operations, specifically working with data.
- 1 or more years of experience using Power Bi.
- Degree(s): Bachelor's degree
Equivalent of experience in lieu of degree acceptable: x Yes No
- Professional Certification(s): N/A
- Excellent organizational and communication skills, both verbal and written.
- Experience with communication tools such as Outlook and Teams and scheduling or planning software such as Airtable.
- Outstanding interpersonal skills, including the ability to work collaboratively with multiple partners, both one-on-one and in a team environment.
- Proven ability to work independently and manage/prioritize multiple projects.
Nice to Have:
- Experience with CRM and Five9.
Schedule: Monday - Friday, 8:00am - 4:30pm EST. You may be required to work some weekends or evenings.
#LI-Remote
Thinking about the job, but not sure you should apply? We still want to hear from you.
We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!
Are Benefits Important to You?
We offer exceptional benefits, many available starting on the first day of employment:
Anthem BlueCross affordable, low-deductible Medical insurance available on day one
Low to no-cost Dental, Vision and Life Insurance options
5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays
A Retirement Plan with a 9% Employer Funded annual contribution
Tuition Benefits with family offerings
Who Are We?
SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Remote work disclaimer
Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.
Please note that a background check is required for employment.
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