It Client Support Manager I

• Serve as the functional lead for collaborating with ITCS, IPAR, Academic Operations, and other ECU departments

• Manage admissions processing, incoming/outgoing mail (electronic and paper), and admissions data reporting

• Supervise the Undergraduate Admissions tech team, processors, and mail operations personnel.

• Serve as the office lead in providing reports to the UNC System Office, the UG recruitment team, UG processors, and Academic Operations staff. This position will write, create, and develop reports in the following systems:

• Target X

• Pardot

• Banner

• ECU Bic

• Mongoose

• Mainstay

• Excel

• Wisr
• Manage all third-party systems including Mongoose, Main Stay, WISR/Ship Mates, CFNC, Common App, College Board, and Encoura

• Mongoose: Manage imports to and from Mongoose to ensure data integrity and tracking in Target X. Assist with setting up campaign filters, content, and timing.

• Main Stay: Mange the sharing of data between Target X and Main Stay. Create and fulfill text campaigns, schedule counselor coverage for incoming questions, and provide detailed reports on student engagement.

• Wisr/Shipmates: Conduct the daily imports to ensure all admitted freshman have access to Shipmates. Trouble shoot technical issues for the recruitment team.

• CFNC: Serve as primary CFNC contact, conduct imports of applications into Target X, conduct annual updates, ensure the integrity of all data sent to TX

• Common App: Serve as primary contact, import application data into TX, develop outreach plan for started not submitted apps in the CA system

• College Board and Encoura: Process test score imports and implement processes to decrease duplicates. Manage the import of all purchased names and create a more efficient process for ensuring proper matching

• Collaborate with members of office leadership to create efficiencies and recommend improvements to the AVC & Director for UG Admissions

• Collaborate extensively with the AVC & Director for Undergraduate Admissions and the Director for Admissions Operations to continually improve technical efficiencies through the CRM and Banner:

• Ensure accurate data feeds to and from Target X to Banner, Xtender, other University systems.

• Create extensive report templates in Target X for the recruitment team, leadership team, mail team, customer service team, and external constituents.

• Implement procedures to reduce the number of duplicates in the TX system

• Create a process for eliminating the endless loop that stops students from applying if they already have an account in TX

• Examine current process for requiring all high school transcripts and determine if a more efficient process can be created for the future

• Develop an email notification to students when an item is added to their application checklist

• Collaborate with Financial Aid to add general financial aid information to TX so that more strategic follow up can occur regarding the complex financial aid process

• Work with the Registrar’s Office to improve the convoluted Change of Term process

• Serve as the primary Target X contact for Undergraduate Admissions and lobby TX to add much needed improvements on their long-term road map

• Continually develop improvements to the student experience of applying and enrolling to the university

Minimum Education/Experience

Bachelor’s degree or equivalent combination of education and experience. For management roles, a minimum of 1 year of supervisory experience is required

License or Certification Required by Statute or Regulation

N/A

Preferred Experience, Skills, Training/Education

Special Instructions to Applicant

East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Two to three original letters of reference are required for employment. Please be aware that if selected as a candidate of choice, an automatic e-mail will be sent to the individuals entered in the References section of the PeopleAdmin applicant tracking system. Letters of reference submitted via the PeopleAdmin applicant tracking system will be verified and considered towards meeting this requirement.

Applicants must be currently authorized to work in the United States on a full-time basis.

Additional Instructions to Applicant

In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.

Job Open Date

05/19/2023

Open Until Filled

Yes

Job Close Date - Positions will be posted until 11:59 p.m. EST on this date. If no closing date is indicated, the position may close at any time after the initial screening date.

Initial Screening Begins

06/02/2023

Rank Level

Quick Link for Direct Access to Posting

https://ecu.peopleadmin.com/postings/62258

AA/EOE

East Carolina University is an equal opportunity and affirmative action employer and seeks to create an environment that fosters the recruitment and retention of a more diverse student body, faculty, staff and administration. We encourage qualified applicants from women, minorities, veterans, individuals with a disability, and historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the Department of Human Resources at (252) 737-1018 (Voice/TTY) or ADA [email protected].

Eligibility for Employment

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Office of Human Resources Contact Information

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to [email protected]. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.