Client Services Analyst

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact - from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The Client Services Analyst will report to the Client Services Manager. You will on-board and off-board SNHU personnel, Adjunct Faculty, and SNHU business contractors. Following Information Security requirements, the Client Services Analyst ensures that permissions and access controls are set for personnel and contractors based on their job role or function within SNHU. You will help to implement IT services and support processes in cooperation with Human Resources, Security Operations, Information Technology Services, and multiple SNHU business workgroups. The Client Services Analyst also provides technical support and services to best use SNHU's information technology systems.

You will work remotely in any of our approved working States. #LI-Remote

What You'll Do:

• Assume ownership of the New Hire Onboarding process for SNHU personnel, Adjunct Faculty, and business contractors, including any required communications with SNHU Talent & Acquisition, HR Business Partners, Hiring Managers, and ITS cross-functional colleagues

• Assume ownership of the Account Termination process for SNHU personnel, Adjunct Faculty, and business contractors, including any required communications with HR Partners, Business Managers, Security Operations, and ITS cross-functional colleagues

• Provide reporting and accommodate reporting requests on status of New Hire onboarding scheduling and ITS readiness.

• Operate together with the Manager of Client Services and the Manager of Field Services on tracking and communicating status of onboarding, off-boarding, role changes, and relocations.

• Provide efficient access and account termination for all separating SNHU personnel, Adjunct Faculty, and business contractors.

• Help to create and influence University policies and departmental procedures which yield mutual benefits regarding customer satisfaction and operational efficiencies.

• Troubleshoot and resolve operational issues. Complete triage and escalate tickets to someone or department.

• Review technical support documentation to ensure information is complete and accurate.

• Help manage support tools and content, e.g., Knowledge Base, FAQs, How-To Guides, training materials.

• Provide support and information to the internal IT Service Desk, ITS teams, and partners.

• Share expertise and facilitate knowledge transfer by advising and mentoring others.

• Maintain expertise on an ongoing basis to keep up with process evolution and operational enhancements.

• Demonstrate ITS brand behaviors and provide excellent customer service to all internal and external customers.

• Ensure handling of confidential material and information.

• Attendance, punctuality, and reliability are essential functions of this role.

• Other responsibilities as assigned.

What We're Looking For:

• 3 years of relevant Information Technology experience.

• Relevant experience includes Technician/Analyst/Customer Service Representative or similar roles in IT service delivery.

• Experience with the IT Service Delivery organization and operational processes.

• Experience with customer service support and service level management practices.

• Experience with ITIL Change Management, Incident, Problem and Request Processes.

• Experience with ServiceNow or similar ticketing system.

• Experience with Microsoft Office tools including Word, Outlook, PowerPoint, Excel, Visio, SharePoint and Teams.

• Experience with Microsoft 365, Windows, Mac iOS and Android platforms.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you're exceptional)

You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources