User Support Specialist - IHR - University of Illinois : Job Details

User Support Specialist - IHR IHR - Centers of ExpertiseJob Summary The Talent COE User Support Specialist will be responsible for providing front-line support to internal and external HR customers, particularly focused on users of HR applications. This role entails assisting users with troubleshooting, resolving technical issues, ensuring system functionality, and collaborating with HR, IT, and the HRAIS teams to optimize application usage. Duties & Responsibilities Help Desk Support - HR Applications:

• Respond promptly to user inquiries (both internal users and external applicants), troubleshoot issues, and provide resolutions
• Collaborate with users to identify and understand application-related problems
• Provide support to users with password resets in Cornerstone
• Coordinate with IHR staff to respond to user questions and concerns
• Resolve integration errors within Cornerstone by acquiring knowledge of feeding system with PRMS
• Escalate complex issues to appropriate colleagues

Collaborate with HR Users & HRAIS Team:

• Collaborate with HR professionals to understand their needs and optimize application usage
• Provide guidance and support during the implementation of new HR initiatives and processes
• Participate in cross-functional teams to support integration between HR applications and other systems

Support - Talent COE:

• Serve as primary contact for triaging the IHR general mailbox and answering phones
• Identify State University Civil Service System statutes, as well as campus policies to direct users to proper procedures and rules
• Assist walk-ins with questions and directions using excellent customer service
• Serve as the backup person for pre-employment testing and duplicate resolutions

Minimum Qualifications

• High school diploma or equivalent
• One (1) year of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field
• College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate's Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor's Degree (120 semester hours) equals three (3) years)
• Demonstrated experience with HR and/or business applications
• Demonstrated experience interacting with variable levels of technical experience

Preferred Qualifications

• Experience in system administration, including system upgrades, configurations, and maintenance

Knowledge, Skills and Abilities

• Ability to work independently, manage priorities, and handle multiple tasks in a dynamic environment
• Problem-solving skills with the ability to diagnose and resolve technical issues
• Familiarity with HR processes, policies, and compliance requirements in a university or educational setting
• Excellent communication skills
• Ability to interact with users of varying technical expertise

Appointment Information This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after January 31, 2025. The previously determined salary range for this position is$40,000-$50,000. Final salary offered will be determined by a thoroughassessment of available market data, internal salary equity, candidateexperience and qualifications, and budget constraints. Employees hired intothis position will be expected to work onsite on a full-time basis. Thisposition is not eligible for sponsorship. For more information on Civil Service classifications, please visit the SUCSS web site at Application Procedures & Deadline Information Applications must be received by 6:00 pm (Central Time) on January 27, 2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact [email protected] or [email protected]. For questions regarding the application process, please contact 217-###-####. The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify. Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-###-####, or by emailing [email protected]. Requisition ID: 1028954 Job Category: Technical Apply at: