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Location: Eugene, OR
Categories: Administrative/Office Support

Department: Financial and Administrative Shared Services
Classification: Program Representative 1
Appointment Type and Duration: Regular, Ongoing
Salary: $20.62 - $31.40 per hour
FTE: 1.0

Hybrid eligible

Review of Applications Begins
Position closes March 20, 2024

Special Instructions to Applicants
To be considered for this position, submit a complete application that includes an online application, resume, and cover letter addressing how you meet the minimum and preferred qualifications.

PLEASE NOTE
In order to be considered, ALL applications MUST be submitted here: https ://careers.uoregon. edu/en-us/job/533472/program-representative-1

Department Summary
Administrative Services oversees multiple business hubs and Shared Service organizations throughout the University. Located within the Finance and Administration portfolio, the objective of the division is to provide efficient, strategic and specialized administrative services to support the missions of various departments, schools and colleges at the University of Oregon. Administrative Services focuses on department specific budget, finance, payroll, human resource and procure to pay functions. Administrative Services is a metric driven, people first administrative team that strives to create efficient, effective and sustainable administrative support structures across campus.

Position Summary
Reporting to the Manager of the Administrative Services Service Team, the Program Representative 1 supports the customer experience and acts as a University representative for the Shared Service units under Administrative Services. This position provides quality control and collaborative service delivery follow-up for all FASS supported services, working regularly with supported unit heads and Administrative Services department directors to ensure services are provided in a manner consistent with the expectations and metrics lined out in the service partnership agreements. The program representative 1 also promotes University interests with supporting agencies that Administrative Services works with on a regular basis, including FEMA, The City of Eugene, The City of Springfield, OSHA, Lane County, OEM, and others.

As the primary contact for all incoming service issues, this position will be responsible for making decisions involving program policy application, requestor eligibility, plus disseminating information for a diverse business partner base each having complex and technical requirements unique to their area. The knowledge required and impact of these decisions are sophisticated and include those related to life/safety and business critical operations, and require effective analysis, problem solving, and interpretation against a variety of program regulations; including internal policies, university policies, specific unit polices, and more. Being able to apply troubleshooting methodology effectively and work independently to address obscure problems is necessary. This position will determine program (service) eligibility and provide referrals if applicable in potentially urgent situations. This position makes decisions under the strategic direction of the Service Team Manager AVP of FASS and Program Representative 2.

Program representation of the Administrative Services departments includes regular communication with business partners and external constituents using a range of methods; including face to face, email, and over the phone.

Having a strong aptitude for advising and/or instructing program participants is essential as well understanding the obscure and in-depth nature of the services provide. This requires a comprehensive knowledge of Administrative ServicesÂ’ services in Business Operations, Human Resources and Information Technology, as well as basic knowledge and understanding of supported unit programs ranging from child care operations, to University power plant operation, the University asset management system, to the printing and University parking systems. Competency in addressing issues through multiple avenues is essential, including the Administration Services departmentsÂ’ Catalog of Services and workflows which span across the breadth of all the various supported programs and services.

The program representative 1 will work with internal resources such as subject matter experts, data and business analysts, and members of Administrative Services department and client leadership teams. This position also works with external resources, for example, the FEMA project coordinators during and after recognized state level emergencies. They will foster positive relationships with stakeholders and colleagues, and collaborate with staff and stakeholders to identify and resolve challenges that arise during program management.

Essential Personnel:
This unit may provide essential services during times of emergencies and inclement weather. This position may be required to fulfill essential services and functions during these times.

Minimum Requirements
Two years of technical or professional-level experience advising and/or instructing the public concerning specific programs or processes, monitoring programs, or performing participant reviews

Professional Competencies
Ability to perform duties in a way that advances and supports the mission of the department and university.
Ability to work effectively in a diverse team environment and create effective relationships for problem solving and positive interactions.
Take initiative, looking for what needs to be done and doing it.
Pay close attention to detail.
Share knowledge with peers and customers through web portals and other electronic means.
Maintain a safe and safety-conscious workplace.
Maintain a respectful workplace and model a positive and proactive attitude.
Model the highest ethical standards.
Provide superior customer service leading to high levels of customer satisfaction
Maintain composure during stressful situations.
Model effective organizational skills.
Exhibit strong communication skills including written and presentation.

Preferred Qualifications
BachelorÂ’s Degree or higher.
One year experience as a representative in a Customer Service, Service Desk or Help Desk role.
One year experience serving in a diagnostic triage role for service requests.
Experience authoring technical material.
Experience with human resources, information technology, and/or procurement.
Experience with work ticketing systems.
Experience in a university or public service agency.

FLSA Exempt: No
Reference : Program Representative 1 jobs

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Published at 14-03-2024
Viewed: 20 times