IT Operations Support Specialist

The University of Virginia is committed to providing quality service in support of students and families, and they are seeking an IT Operations Support Specialist to enhance their centralized student service center. This role involves administering technology systems, analyzing service channels, and supporting the delivery of high-quality services, especially for Pell-eligible students. Responsibilities Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with all software systems (i.e new user setup, tier-one troubleshooting, etc) Collaborate with internal IT and Finance teams to ensure alignment and continuity of service-level agreements Support the integration and optimization of tools such as chatbots, knowledge bases, appointment systems, and other omni-channel platforms Serve as the primary point of contact for One Stop technology-related needs and issues Monitor and analyze the performance of communication channels (e.g., phone, chat, email, in-person, and self-service), making recommendations to One Stop leadership on real-time resource allocation Generate regular and ad hoc reports on service levels, student engagement, channel usage, and outcomes Use data insights to recommend and implement service improvements and technology enhancements Recommend, develop and support technology solutions that enable seamless transitions between channels (e.g., chat to phone, phone to in-person) Provide support for initiatives that increase the personalization and responsiveness of service delivery Support extended service offerings, such as off-hours communication via chatbot, that meet the diverse needs of Pell-eligible students Partner with One Stop leadership, frontline staff, and IT to understand evolving student needs and respond with agile technology solutions Participate in planning sessions to design long-term technology and service strategies that promote equity and access Skills Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience) At least 1 year of experience supporting enterprise technology systems in a customer-facing environment Experience with Salesforce (Service Cloud preferred) or similar case management systems, contact center or interaction management platforms Demonstrated ability to analyze data and produce actionable reporting Strong communication and interpersonal skills; ability to work effectively with cross-functional teams Experience working in a higher education setting, particularly in student services or enrollment management Familiarity with omni-channel service strategies and tools (e.g., chat, email, SMS, self-service portals) Salesforce Administrator certification or equivalent experience Company Overview The University of Virginia was founded in 1819 as the model for modern universities that has since been emulated all over the world. It was founded in 1977, and is headquartered in Charlottesville, Virginia, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship University of Virginia has a track record of offering H1B sponsorships, with 263 in 2025, 223 in 2024, 262 in 2023, 202 in 2022, 163 in 2021, 155 in 2020. Please note that this does not guarantee sponsorship for this specific role.