Advising Process Analyst

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Assist with the overall operations that support department business objectives and goals on quality assurance, systems, processes, and workflow of the Academic Advising team. Responsibilities include assisting with maintaining department resources, troubleshooting issues, data creation and management, departmental quality assurance standards, and partners with IMT to resolve system issues and outages. This individual will coordinate quality monitoring and assist with aspects such as development, design, implementation, and evaluation of the Academic Advising Department.

Reports directly to the Operations Manager. A successful candidate will assist with the overall operations that support department business objectives and goals on quality assurance, systems, processes, and workflow of the Academic Advising team. Responsibilities include assisting with maintaining department resources, troubleshooting issues, data creation and management, departmental quality assurance standards, and partners with IMT to resolve system issues and outages. This individual will coordinate quality monitoring and assist with aspects such as development, design, implementation, and evaluation of the Academic Advising Department.

Operations

• Partners with IMT and Academic Advising Management to determine operational needs and solutions for the Academic Advising Teams.
• Advocates effectively for the technology needs of the Academic Advising Teams.
• Coordinates the contact center for Academic Advising, including; Managing Reports, Analyzing Reports, and Data Creation and Analysis.
• Develops and maintains workflow reporting as needed.
• Partners with Team Leaders and Training Manager to identify and review training opportunities based on regular data analysis.
• Manages multiple projects effectively and ensures timely project completions.
• Analyzes data, generates, and disseminates periodic reports. Including text analysis.
• Analyzes student data to identify triggers indicating a need for proactive outreach to obtain a better understanding of challenges and successes.
• Assists Academic Advising leadership in the development of meaningful assessment activities and tools.

Quality Assurance

• Coordinates departmental quality assurance standards/processes, manage administrative tasks, and maintain reports.
• Completes quality assurance assessments to complement quality assurance efforts across teams and ensures consistency in process and practice among team members.
• Works with Academic Advising Leadership on strategic plan development, the establishment of departmental learning outcomes and goals, and implementation of assessment plans for Academic Advising Teams.
• Conducts assessments and makes recommendations to ensure workflow and processes are aligned with departmental learning outcomes and makes informed decisions regarding continuous improvement.
• Tracks performance measures to assess employee quality and success.
• Assists in the creation and review of report data to assist with measurement for the purposes of quality assurance and student service enhancement.
• Consistently provides coaching, evaluations and performance feedback in an effort to increase team efficiencies and team performance.
• Collaborates with Academic Advising leadership to develop, build upon, and enforce quality assurance standards.

Additional Responsibilities

• Assists with coordination of advising department-related events and involvement such as academic success fairs, student workshops, orientation, behind -the-scenes tours, etc.
• Cultivates and maintains ongoing relationships with external departments to ensure cross-collaboration and comprehensive advising and support services.
• Participate in leadership meetings for continued division development.
• Participate in University-wide meetings, committees, training and events as required.

Supervisory Responsibilities : No

Competencies:

• Strong organizational, analytical, and interpersonal skills
• Exceptional written and verbal communication skills, including proofreading and editing for grammar and punctuation
• Excellent analytical, problem-solving, and conflict resolution skills
• Ability to multi-task while working independently and collaboratively with other team members and university staff
• Ability to interact professionally and constructively with staff at all levels in an immersive, fast paced environment
• Demonstrated commitment to outstanding customer service
• Passion to encourage learning
• Assertiveness and enthusiasm
• Crisis handling skills
• Self-motivated team member
• Desire to learn and grow always

Education and/or Experience:

• Must have a minimum of one (1) year related and verifiable work experience or strongly recommended to hold a bachelor’s degree in Social Work, Education, Psychology, Counseling, Communication, Leadership, or related discipline from an accredited college or university.

Certificates, Licenses, Registrations : N/A

Computer/Equipment Skills:

• Strong proficiency using Microsoft Excel
• Preferred Knowledge of Tableau
• Experience with Reports in Salesforce and Campus Nexus

Environmental Factors/Physical Demands :

Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alphanumeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping and lifting up to thirty (30) pounds.

Full Sail is an Equal Opportunity Employer.