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Auxiliaries Analyst (18347)

Date: Sep 20, 2022

Location: Washington, DC, US, 20016

Company: American University

Get to Know American University

At American University we value open and honest inquiry, servant leadership, and the affirmation of the human dignity of all. We envision a thriving AU community where individuals of all identities and experiences are understood, appreciated, and fully included, and where equitable treatment, opportunities, and outcomes prevail. 

 

Our diverse community of students, faculty, and staff represent every state and more than 150 countries. Our internationally recognized faculty are today's thought leaders in the areas of public policy, law, the arts, communications, international development, and more. Our staff are innovative, service-oriented, and dedicated to moving the university towards achieving its strategic goals. We are committed to an excellent experience for all of our students, faculty and staff and share a passion for creating change through our knowledge and our work. 

 

Learn more about American University by clicking here.  

Summary/Objective

The Auxiliary Analyst works directly with customers to manage all university ID accounts, creating new accounts as access rights are approved and disabling accounts as necessary – lost cards, separation, etc.  They must analyze and resolve access and transaction network related problems reported by AU students, faculty, staff, alumni, parents, and contractors/vendors.
 
This position trouble shoots access software and transaction software issues inherent in the campus-wide card system via telephone, web, and email. The analyst will need to anticipate customer needs and offer additional assistance as needed; as well as track all incidents and requests for year-round analysis of peak use and relevant data points to ensure effective and consistent responses to inquiries.

Essential Functions

  1. University One Card Production/Access Control - Primary support of the university One Card Program by producing and encoding cards based on customer needs and privileges, authorizing access to the residence halls, and maintaining and managing inventory of card stock and card printer consumables. Initial troubleshooting of all facets of printer and card technologies.
  2. Data Management and Maintaining Office Systems - Responsible for maintaining accurate information in all One Card databases by importing & auditing records for student, staff, faculty, contractor, and alumni records/profiles accordingly. 
  3. Service Now Management - responding to customer inquiries by investigating multiple systems utilizing the university Service Now technology. Taking action to update, improve and rectify discrepancies discovered via investigation.
  4. Account Troubleshooting - Tracking customer perceived errors in card performance and requesting refund/replacement of program swipes or direct funds.
  5. Financial Reconciliation and Administrative Tasks - proficient operation of point-of-sale equipment and the daily reconciliation of replacement funds, refunds issuance for vending losses as required for fiscal management.

Position Type/Expected Hours of Work

  • Full Time - 35 hours/week with additional hours during university move-in & peaks.
  • Coordinator/Analyst B.
  • Non-Exempt.

Salary Range

  • Commensurate with experience.

Required Education and Experience

  • Bachelor’s degree and 2 years of relevant work experience in a professional office setting, or the equivalent combination of education and work experience. 
  • Good organizational, time management, communication, and customer service skills.
  • Ability to utilize technology to gather, analyze and present financial information. 
  • Office 365 (specific technical experience required includes knowledge of desktop applications) is paramount.
  • Must have the technical acumen to investigate and marry multiple systems simultaneously. 
  • Exceptional customer service skills. 
  • Excellent interpersonal skills with demonstrated success in communicating in both oral and written forms are required to effectively perform the duties of this position.
  • The incumbent must have a strong customer service orientation and the capacity to work in teams to anticipate customer needs and offer additional assistance as needed.
  • The desired candidate must have strong organizational and multi-tasking skills as well as the ability to work quickly, accurately, and independently.

Preferred Education and Experience

  • Ability to communicate in written and oral formats to a diverse customer base preferred. 
  • Familiarity with the latest point-of-sale systems preferred.
  • Experience with and knowledge of financial record-keeping principles preferred.

Additional Eligibility Qualifications

Benefits

AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options.

 

Current American University Employees

If you are a current employee at American University, please log into AsuccessfulU through the myAU portal. Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page. 

 

Contact Us

For more information or assistance with the American University careers site, email theworkline@american.edu.

 

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.


Nearest Major Market: Washington DC