Specify Technical Support Manager - 22108BR

Specify Technical Support Manager

Department: 
Biodiversity Institute
Location/Division: 
University of Kansas Lawrence Campus
Work Location Assignment: 
On-Site
Reg/Temp: 
Regular
Employee Class: 
U-Unclassified Professional Staff

Position Overview

The Technical Support Manager’s primary responsibility will be managing the help desk support services of the Specify Collections Consortium (SCC), an international organization of natural history museums. The Manager will exercise independent judgment and professional discretion in performing their duties with fulfillment and member relationship activities.

The Technical Support Manager will report to the SCC Membership and Fulfillment Officer and will interact daily with SCC staff members. The Manager will communicate extensively with collection scientists from SCC member institutions to provide front-line technical support and problem-solving. The Manager will configure and customize Specify software and provide guidance and training for Specify users in its function and use. The successful candidate will supervise part-time student employees who will help provide technical support. The Manager will help evaluate requested software features, test new software releases and will represent the Consortium in virtual member and community forum meetings and in occasional webinars.

The ideal candidate will have strong interpersonal and project management skills and a working knowledge of computing and databases. Prior experience with Specify software or museum data is not required, and training will be provided. Depending on public health conditions, the position may require occasional travel to member sites or conferences.

The University of Kansas offers a generous benefits package including robust health plan options, retirement plan contribution matching, up to 176 hours of paid vacation earned per year, 96 hours of sick leave earned per year, 9 paid holidays plus one discretionary day. KU is located in the lovely, bucolic college town of Lawrence, Kansas with outstanding schools and cultural activities.

Job Description

40% Provide Specify software technical support as manager of the Specify Help Desk by receiving incoming email, phone, and Discourse communications, responding to inquiries and requests, tracking user issues to resolution, and coordinating problem-solving with staff. Prioritize support tasks of varying complexity to allow for the staging and completion of support activities from providing immediate answers to tasks that require multi-week planning.

15% Debug and customize design of Specify data entry forms through XML. Design Specify labels and reports for printed output. These activities include communicating with consortium members, tracking progress, and delivering final products.

10% Assist in non-technical aspects of data conversions, and importing data from other systems into Specify via spreadsheet based feature.

10% Document in writing or with video recordings, descriptions of methods, techniques, and tips for managing collections data in Specify.

10% Participate in the requirements analysis and user-centric testing of new Specify software releases.

5% Supervise student hourly employees, including coordinating their recruitment, training, work priorities, task tracking, and work and performance evaluation.

5% Engage and participate in regular and impromptu staff meetings to discuss issues arising related to Specify users and help desk tasks. Work with the Membership and Fulfillment Officer to set priorities and goals.

5% Perform other activities as needed in accordance with the scope of the position.

Position Requirements

Work Location: (Hybrid) Dyche Hall, Lawrence Campus, and remote

Required Qualifications

  1. Bachelor’s degree in STEM or business-related field or Associate’s degree in STEM or business-related field and 1 year related experience.
  2. Proficient at task prioritizing and time management, ability to track and accomplish tasks to meet deadlines as evidenced by previous work experience.
  3. Proficient with desktop computing as evidenced by previous work experience.
  4. Proficient writing and editing skills as evidenced by application materials and past writing projects.
  5. Demonstrable highly collaborative work habits, team collaboration and communication skills as evidenced by interview and referees.

Preferred Qualifications

  1. Experience working in a customer fulfillment/service position.
  2. Experience working with databases in a museum or science context, especially MySQL or MariaDB databases.
  3. Bachelor’s degree in STEM, collections, or business discipline.
  4. Working knowledge of Specify Software, and structure and syntax of XML documents.
  5. Enthusiasm for problem-solving and for learning new skills and for completing tasks, as evidenced in interview and in application materials.

Additional Candidate Instructions

Only complete application packages submitted online will be considered. A complete application includes online application form, resume, cover letter, names and contact information for three professional references.

Review of applications will begin May 24th and continue until a qualified pool of applicants is identified.

Contact Information to Applicants

Advertised Salary Range

Min $50,000

Work Schedule

40hrs/week

Application Review Begins

24-May-2022

Anticipated Start Date

13-Jun-2022

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Posting Information
Posting ID:
22108BR
Department:
Biodiversity Institute
Primary Campus:
University of Kansas Lawrence Campus
Work Location Assignment:
On-Site
Reg/Temp:
Regular
Employee Class:
U-Unclassified Professional Staff
Application Review Begins:
24-May-2022