What are the responsibilities and job description for the Faculty Support Facilitator position at Southern New Hampshire University?
Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.
Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.
Make an impact - from near or far
At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.
We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.
The opportunity
The Faculty Support Facilitator works within the Center for Online Learning and Teaching (COLT) to provide support for teaching effectiveness and student learning. You will partner with executive directors, deans, team leads, faculty, and members of COLT to provide support to faculty. Your primary responsibility in this role is to serve as the main contact for faculty regarding their questions. With training from us, you will gain knowledge about our course design, academic technology, and faculty expectations and procedures and be able to contextualize them to apply to issues as they arise. You will report to the Director of Faculty Support and Communications.
We are a remote friendly work environment #LI-Remote.
What you'll do:
- Work with faculty to support their teaching and develop creative solutions to problems as they arise via email and ServiceNow.
- Develop ongoing knowledge of all SNHU's policy, procedure and knowledge management system and keep abreast of changes to provide accurate information.
- Manage faculty requests/tickets within the SNHU ecosystem to ensure faculty issues are resolved promptly.
- Demonstrate exceptional customer service and communicate with partners on behalf of the faculty.
- Utilize PowerBI and other faculty record systems to pull and manipulate term reporting data and faculty lists.
- Demonstrate critical thinking in the prioritization and management of different projects to ensure daily workflows are prioritized within prescribed time frames.
- Partner with departments outside of Faculty Support - including the Registrar, Scheduling, The People Team, IT Help Desk, Academic Technology, The Learning Science and Assessment Team, and Learning Resources to ensure the delivery of a high level of service to every faculty.
- Identify themes seen within the Faculty Support inbox and ServiceNow to propose solutions, communications, training, or other resources for faculty.
- Other responsibilities as assigned. Job responsibilities can change at any time, with or without notice.
What we're looking for:
- Master's degree preferred.
- 2 years of experience working in higher education.
- Experience working in customer service.
- Experience manipulating, summarizing, and analyzing data.
- Experience with Microsoft Office (Word, Excel, PowerPoint, etc.).
- Experience working collaboratively with different partners in one-on-one and team environments.
- Experience teaching online in a college environment preferred.
We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.
Exceptional benefits (because you're exceptional)
You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:
High-quality, low-deductible medical insurance
Low to no-cost dental and vision plans
5 weeks of paid time off (plus almost a dozen paid holidays)
Employer-funded retirement
Free tuition program
Parental leave
Mental health and wellbeing resources
Southern New Hampshire University reaffirms its continuing commitment to afford qualified or qualifiable individuals an equal opportunity to compete for employment and advancement within the University. To ensure equal employment opportunity, Southern New Hampshire University shall not discriminate against any individual or group because of race, color, creed, ethnicity, sex, religion, national origin, citizenship, marital or parental status, disability, age, gender, gender identity or expression, sexual orientation, pregnancy, veteran/military status, genetic information, or on any other legally prohibited basis.
Southern New Hampshire University does not discriminate on the basis of sex in any education program or activity and is prohibited from doing so by Title IX. This requirement not to discriminate extends to both admission and employment at the University.
