CUSTOMER SERVICE AND SCHEDULING SUPPORT
Support the process of scheduling rooms. This includes but is not limited to providing support for the daily upkeep and management of space requests in EMS for non-class use of space.
Serve as a conduit for information regarding scheduling, policies related to non-academic reservations across campus, troubleshooting and developing viable solutions to common scheduling conflicts.
Serve as an advisor on scheduling space and respond to questions and problem solve space related issues.
Must be able to efficiently and effectively troubleshoot and develop viable solutions to common scheduling issues such as room conflicts and able to help clients find alternative space options when necessary.
Provide clients with information regarding technical capabilities and other available room equipment, and/or be able to refer clients to appropriate contacts or resources

SYSTEM SUPPORT
Serve as functional and technical support for EMS
Support the Scheduling and Event Technologies team in configuring additional functionality in EMS to support the event planning process at Princeton University.
Accurately and quickly assess problem, scope, and resolution for issues related to EMS
Learn, interpret, and educate users on a wide variety of policies and procedures relating to and impacting EMS
Work collaboratively with the Scheduling and Event Technologies team to track and document user needs with a focus on the customer experience.
Work collaboratively with the Systems Manager and Scheduling and Engagement Manger to report and develop solutions for common support issues.
Manually enter and maintain space, occupancy, departmental and service provider data into EMS
Using ServiceNow; initiate, review, log, and resolve operational problems related to functional issues of EMS

TRAINING, DOCUMENTATION, USER/DEPARTMENT ONBOARDING
Provide in-person, virtual, phone, and email support for students, faculty, and staff with varying technical backgrounds.
Provide both scheduled and ad hoc end user training for EMS desktop and web application users.
Serve as a training and onboarding support for service providers to EMS through training materials, phone, virtual and email support.
Provide user-specific configuration assistance, setting up new departments/users
Educate and train students, faculty, and staff on proper use and purpose of EMS
Provide end-user instruction, videos, and knowledgebase articles that include EMS client installations as well as service feature/functionality and instructions for use
Maintain current knowledge of EMS by reviewing vendorâ™s documentation, technical bulletins and participating in webinars, etc.

OTHER DUTIES
Represent the Scheduling and Event Technologies team at meetings to provide guidance and advisement related to EMS and the various Conference and Event Services and University Scheduling Systems.
Serve as a resource on Conference & Event Services and technology solutions including but not limited to EMS, Iris Conference, Iris Registration, Salto, CCure, IAdea Room Signs, Drupal Websites, and Windows/Mac Operating Systems
Create and manage links for online event registration on behalf of clients using Iris Registration or other comparable University system.
The Scheduling and Systems Support Specialist assists with training student staff.
Other duties as assigned, include but are not limited to, attending regularly scheduled staff, individual and committee meetings, staff development, and representing space scheduling and events technology issues, and assist with major University programs and events when needed.

Bachelorâ™s degree or equivalent work experience
Backend configuration and direct user experience
A self-motivated willingness to explore current software systems for greater efficiencies and capacity to offer more benefit to current and new users
Experience with University operations, programs, and procedures
Demonstrated ability to create clear and concise user guides
Experience with data entry
Demonstrated ability to build successful professional relationships
Excellent troubleshooting skills
Ability to take initiative and work independently
Demonstrated strong Customer Service skills
Availability and ability to work weekends and after-hours as assigned or requested
Excellent interpersonal, oral, and written communication skills to partner with a diverse customer base
The position requires critical thinking, problem solving, and technical experience
Demonstrated ability of strong verbal and written communication skills
Demonstrated ability to effectively communicate information to staff and customers with varying technical backgrounds
Drivers License Required

Preferred:

Experience with and understanding of Event Management System (EMS)
Experience working in a SaaS environment
Experience in a higher education setting
Experience with event coordination

Princeton University is an

About Princeton University

Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and in the service of all nations. Chartered in 1746, Princeton is the fourth-oldest college in the United States. Princeton is an independent, coeducational, nondenominational institution that provides undergraduate and graduate instruction in the humanities, social sciences, natural sciences and engineering.As a world-renowned research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching.Today, more than 1,100 faculty members instruct approximately 5,200 undergraduate students and 2,600 graduate students. The University's generous financial aid program ensures that talented students from all economic backgrounds can afford a Princeton education.

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