Transcript and Records Innovation Lead
Posting Close Date:
The Office of Registrar welcomes applications for the Transcript and Records Innovation Lead. This position exists to provide the Enrollment and Records Services (ERS) unit with consistent and professional representation to clients, both internal and external, and support for all programs and services in the ERS area. It acts as the lead for the training and delegation of key records services such as transcripts, grade replacement, and National Student Clearinghouse (NSC) error reporting. It is responsible for ensuring successful operation and delivery of transcripts in the vended software. This position assists the CUSIS Development Team with testing and troubleshooting, updates, and functionality in Campus Solutions. It updates the transcript storefront and select communication for the Office of the Registrar's webpage and eMemos. The position is responsible for training new team members on transcripts and other records services. It leads projects on behalf of the Office of the Registrar with an emphasis on exploring, implementing and supporting new digital academic records initiatives. This position reviews business processes for improvement, including how transcripts are delivered and priced. This position requires critical thinking, assessment of data and collaboration. This individual provides superlative customer service and skilled support to students, parents, alumni, staff, faculty and the public regarding transcript, withdrawal, leave of absence, and other records-related procedures and policies. The Transcript and Records Innovation Lead has a strong command of Boulder campus administrative and academic offices, as well as the breadth of services offered and stakeholders served by the Office of the Registrar.
Who We Are
The Office of the Registrar, in support of the educational mission of the University of Colorado Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and superior service to students and other stakeholders.
What Your Key Responsibilities Will Be
Process and Innovation Lead for Transcripts
Administer all aspects of the Office of the Registrar's transcript services, including preparing batch processes, attachments, legacy transcripts and more.
Interface with the CUSIS and transcript systems to ensure the successful operation of account creation and ordering; the receiving, creating and fulfilling of all transcript orders; ensuring successful delivery and receipt of official transcripts (PDF and XML) within the established service level agreements.
Report and follow through on issues to ensure resolution and notify management of any problems and ideas for improvement.
Assist customers in determining if their hardware or software is supported by CU and Parchment systems and advise accordingly.
Determine which holds can be overridden for transcript processing.
Use OnBase to research and verify records.
Update PRC records or submit tickets accordingly.
Develop, publish, and update order forms on the website and on Office of the Registrar's reg-wiki or shared drive.
Frequently review the customer facing instructions, helper text and canned emails, transcript keys and any other transcript related information and publications as necessary.
Reconcile revenue from transcript orders to expenses charged by Parchment and FedEx.
Provide metrics and numbers to determine the volume of transcripts delivered, cost/profits, emails, phone calls and walk-ins.
Train student workers or back-up support on the procedures and policies for answering questions and/or processing transcript work.
Propose changes, updates, and improvements to the transcripts delivery systems and models.
Use metrics to help determine trends or issues in regard to customer interactions.
Assist with testing system functionality and coordinating with IT, UIS and CUSIS Development to implement changes.
Understand and support the Colorado EDX Transcript Implementation Committee and role of CU Boulder in sending/receiving electronic (XML/EDI) transcripts.
Special Project Coordinator and Liaison
Assist Enrollment and Records Services with projects and outreach programs related to academic records.
These project management skills will include, but are not limited to: outreach and process management, research, coordination with appropriate units/offices, population identification, implementation, data collection and analysis.
Perform projects related to the digital academic credential innovation and implementation.
Initial projects include the creation of a comprehensive learner record for CU Boulder students.
This comprehensive learner record will help students to better understand and reflect upon a full range of verifiable accomplishments and experiences (community service, co-curricular engagements, student activities, micro-credentials, etc.) while a student at CU Boulder.
Lead student inclusion projects which include both on-going support and further implementation of preferred name, NameCoach and other related initiatives.
Business Process Auditing and Improvement
Research current practices, by gathering necessary stakeholders and documentation and perform audits of registrar business processes to ensure that the ERS team and the Office of the Registrar meet or exceed customer expectations.
Observe, learn and assess various processes, such as conducting time and motion studies or storyboarding business processes, benchmark current business processes against peer institutions, review and improve business process documentation, utilize audit techniques to collect and analyze data, and use desired outcomes to interpret current resource usage in order to identify areas of opportunity.
Work to streamline and address underlying issues and causes.
Understand data and tools utilized to recognize when code-based tools aren’t functioning properly and perform basic troubleshooting operations.
Recommend enhancements and improvements to transactions and systems through data-driven proposals.
This includes recommendations for improvement to existing vendor solutions, Campus Solutions functionality, portal interfaces, student web transactions, business processes and more.
Design operations used to complete business system analysis, evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system configurations, consulting with users to determine their needs and presenting project results, with recommendations on implementation.
Requires consulting with end user staff, understanding, and interpretation of departmental technology, mission, goals, and objectives.
Meet with content owners and other campus constituents as necessary to establish effective solutions.
Use on-campus technology to automate or improve processing or services, or recommend cost-effective platforms.
Work with the reporting and development teams to develop reports, customizations, and implement various platforms.
Test solutions and measure improvements.
Create or collaborate on implementing automated tools and work with end users to efficiently update processes and ensure successful implementation.
Enrollment and Records Specialist
Act as a records specialist in the records area of the ERS Team.
This includes processing data transactions, increasingly handled via electronic methods such as web-based applications, electronic forms and workflows, VBA macros, browser-based iMacros, and other script/code-based tools that require basic technical skills to operate and troubleshoot.
Maintain a wide-breadth of knowledge regarding records and processing.
Provide support to enrollment specialists for the purpose of backup as well as business process improvement.
Assist with other records changes including: registering students for Intercampus Enrollment; assist with course reservation requests; assist faculty/staff with using the tuition benefit; process IUTs, graduate to PhD changes; assist with registration and records related processing; research and reconcile COF record errors; support Study Abroad registration; assist with GoArmy data entry; make changes in the Campus Solutions or on Permanent Records Cards (PRC); process submitted forms and electronic files, including late drops, record change forms, grade cards, bio/demo information changes, death certificates, deferrals, new student cancellations; and other duties as assigned.
Research and complete NSC error reports submitted various times each semester.
Communication and Customer Service
Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities, cultures and expectations.
Apply exceptional customer service skills through phone calls, chats, emails, and walk-ins always engaging with customers in a courteous and efficient manner.
Provide accurate and complete information, and transfer customers to the appropriate areas as needed.
Provide customer support via various media, such as: logging into the automatic call distribution system, especially during times of peak customer contact; engaging in live web-based user support chats or video conference sessions; assist with internal campus administrative trainings; in all cases representing the office with utmost professionalism.
Support integration of Client Services customer service operations, research and apply current customer service best practices, and gather and assess qualitative customer data to continuously improve the reputation of the office.
Exercise judgment, problem solving and decision-making skills regarding complex situations and/or questions.
Research answers when uncertain to ensure accuracy of information disseminated.
Includes handling non-routine registration situations, disseminating important registration-related program information to Office of the Registrar staff, and supporting the CU-SIS development team with registration and/or program issues.
Maintain current and accurate knowledge of multiple services, regulations/laws/policies, and SLAs, such as registration, drop/add, FERPA, COF, residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and many more.
Observe gaps in customer service expectations vs. service delivery and make suggestions for continuous improvement.
Share pertinent information with colleagues and campus constituents via proper channels and forums to ensure consistency and accuracy within the unit, the department and the campus.
What We Can Offer
Anticipated Starting Salary is $47,000.
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
Be Proactive. Be Strategic. Be Boulder.
What We Require
A bachelor’s degree from an accredited four-year institution.
Knowledge of registrar office functionalities through experience in a university registrar’s office, or a university enrollment management or student services office (e.g., financial aid, admissions, bursar).
What You Will Need
A strong commitment to customer service.
Experience working with a student information system and imaging system.
Experience using databases and computer systems for processing time-sensitive and confidential materials.
Ability to perform professional, courteous and accurate customer service in a fast-paced, high-volume environment.
Strong organizational, planning, and analytical skills.
Excellent written and verbal communication skills.
Ability to work effectively with all levels of an organization.
Demonstrated good judgment in decision-making.
High emotional intelligence, ability to get along effectively with others and manage differences skillfully.
Ability to learn and use third-party secure platforms to fulfill data requests and error resolution.
Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
Knowledge of auditing current processes to determine areas for improvement.
What We Would Like You To Have
One year’s experience working in a registrar’s, enrollment management, or student services offices (e.g., financial aid, admissions, bursar).
Experience with PeopleSoft Campus Solutions student information system.
Demonstrated good judgment in decision-making, process evaluation, and procedure implementation.
Basic knowledge of VBA macros and iMacros.
To apply, please submit the following materials:
A current resume.
A cover letter that specifically addresses how your background and experience align with the requirements, qualifications and responsibilities of the position.
You will not be asked to upload references at this time.
Please apply by September 23, 2019 for consideration.
Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs.
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.