Reporting to the Director, Academic Technology Services, the Student Outreach Coordinator handles communications, marketing, and outreach for Student Digital Life (SDL), the team responsible for providing campus-wide technology services, spaces, and support for all Emory students. Working closely with the individual space and service owners on SDL and across Academic Technology Services, the Student Outreach Coordinator maintains SDL’s website; creates brochures, guides, and other promotional materials; coordinates outreach events and orientation activities; manages all social media marketing; oversees digital signage across spaces; runs tours and workshops on SDL’s spaces and services for faculty, staff, and students; and helps assess and advocate for students’ evolving needs. In so doing, the Student Outreach Coordinator helps ensure SDL contributes to the University’s missions and initiatives, with a special focus on promoting student flourishing and furthering Emory’s academic eminence.
KEY RESPONSIBILITIES:
- Supports departmental efforts that benefit the teaching and learning mission of the University.
- Acts as an information and consulting resource working with faculty, students and academic staff to inform them of the capabilities of Emory's Information Technology systems and infrastructure.
- Works closely with faculty, staff and students to conduct analysis of instructional and learning requirements and assists in developing plans and strategies to meet those requirements.
- Assists in planning and implements education-related projects.
- Utilizes incident and service request software to manage and track support calls and tickets; interacts with customers and determines how to resolve technical issues.
- Communicates and collaborates with the Service Desk to teach them how to provide support.
- Provides input to help improve processes for effective and efficient response.
- Analyzes customer requests to determine best courses of action, resolve issues, answer questions efficiently, and improve processes for meeting future requests.
- Designs, writes course content and teaches training classes and workshops to provide users with numerous support tools and functions.
- Reviews training effectiveness to implement improvements.
- Teaches courses and workshops on educational topics and application features, providing expertise for tools based on users' needs.
- Meets with faculty to identify key learning objectives for courses; devises a plan for how to design the content and make it available online.
- Conducts individual and departmental consultations to provide teaching suggestions for meeting required outcomes.
- Develops and writes step-by-step documents, videos and web-based guides to support the user community and promote self-service.
- Utilizes web development software to upload Emory-specific guides and service resources.
- Writes and edits self-help documentation and videos for the UTS knowledge management system.
- Analyzes and tests system upgrades to identify issues and upgrade inconsistencies.
- Analyzes and tests QA environments and system patches to make preparations for deployment to production.
- Analyzes and tests upgrades to ensure application functionality and stability.
- Performs related responsibilities as required.
Outreach and Promotion:
- Manage SDL’s social media marketing
- Create digital signs, brochures, and other content to promote the work of SDL.
- Coordinate and work outreach events, such as Homecoming,
- Back-to-School orientations, Wonderful Wednesdays, and other opportunities to promote the work of SDL
- Identify and implement new strategies to increase student engagement with SDL’s spaces and services
- Help connect to Emory Libraries, Campus Life, Emory Arts, the Pathways Center, student organizations, and other partners to cross-promote resources and coordinate joint events.
Programming Development and Delivery:
- Build and regularly update a library of engaging and educational workshop content to facilitate student or FTE-led workshops on technology-related topics.
- Develop and deliver informational sessions on SDL resources for incoming students, graduating students, new faculty, and other key audiences.
Assessment and Service Enhancement:
- Develop and administer surveys, focus groups, student interviews, or other assessment tools to collect useful feedback with which to drive the future direction of SDL services and spaces.
- Research peer institutions to advise SDL on potential opportunities for growth.
Operational Support:
- Serve as backup Incident Coordinator for service tickets and requests during team members’ absences.
- Cover scheduling gaps at SDL service points as needed, possibly including some evening and weekend work.
MINIMUM QUALIFICATIONS:
- A bachelor's degree and one year of instructional, academic technology support or related experience OR an equivalent combination of education, training and experience.
PREFERRED QUALIFICATIONS:
- Experience working in higher education, with a focus on students.
- Experience building promotional content.
- Experience with event coordination.
NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs. Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.