Client Success Analyst, Information Systems

External Applicants:

Please ensure all required documents are ready to upload before beginning your application, including your resume, cover letter, and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

Navigate to the "My Experience" application page. Locate the "Resume/CV" document upload section at the bottom of the page. Use the "Select Files" button to upload your cover letter, resume, and any other required supporting documents. You can select multiple files.

Important Note:

The "My Experience" page is the only opportunity to attach your cover letter, resume, and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:

Apply from your existing Workday account in the Jobs Hub. Do not apply from this website. A cover letter is required for all positions; optional for facilities, campus services, and hospitality roles unless otherwise specified. Job Description Summary This is an in-person, 2nd shift position. The Client Success Analyst provides prompt, complete, and reliable solutions to end-user computer, application, and networking problems. As an entry-level role, this position focuses on resolving incidents and fulfilling service requests in alignment with Client Services objectives.

Job Description Essential Functions:

Provides accurate, timely, and creative solutions to end-user computer, application and networking problems of moderate to complex nature through on-site visits, walk in, email, chat and phone support. Continually increases awareness and knowledge of hardware and software applications utilized at Wake Forest University. Tracks and thoroughly documents all problems and resolutions using ticketing software; escalates unresolved issues and communicates effectively with other departmental teams as needed, ensuring all hand-offs include comprehensive technical notes. Represents the Client Services team at meetings and on projects as designated by the Associate Director of Client Experience. Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff. Must be available to work outside of normal business hours and/or weekends and on-call.

Additional Job Description Required Education, Knowledge, Skills, Abilities:

Associate of Applied Science Degree in a computer technology related field and two years related experience with particular emphasis in problem-solving, troubleshooting PC equipment/software, and customer service or an equivalent combination of education and experience. Knowledge of superior customer service standards and practices. Uses professional knowledge and technical expertise to resolve critical technical or business problems. Strong knowledge of operating systems (specifically Windows 11 and macOS), client applications, and network connectivity. •This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply. Time Type Requirement Full time Note to

Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor. In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment. Equal Opportunity Statement The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and military or veteran status. Accommodations for Applicants If you are an individual with a disability and need an accommodation to participate in the application or interview process, please contact AskHR@wfu.edu or (336) 758-4700.

About WFU:

Wake Forest University, formed in 1834, has experienced decades of growth and innovation. WFU is a distinctive university that combines a liberal arts core with graduate and professional schools and innovative research programs. The University embraces the teacher-scholar ideal, which prizes the personal interaction between students and faculty. It is a place where exceptional teaching, fundamental research and discovery, and the engagement of faculty and students in the classroom and the laboratory are paramount. Wake Forest University is a community that seeks the enlightenment and freedom which come through diligent study and learning. Its higher goal, however, is to give life to the University motto "Pro Humanitate," as members translate a passion for knowledge into compassionate service. The community shares a tradition that embraces freedom and integrity and acknowledges the worth of the individual. The heritage, established by the school's founders and nurtured by succeeding generations, promotes a democratic spirit arising from open-mindedness and discourse. Wake Forest fosters compassion and caring for others. Its collective strength and character are derived from the values and distinctive experiences of each individual; therefore, it affirms the richness of human intellect and culture and its contribution to knowledge, faith, reason, and dialogue. Furthermore, it strives toward a society in which good will, respect, and equality prevail. To that end, Wake Forest University rejects hatred and bigotry in any form and promotes justice, honor, and mutual trust.

The University is comprised of:

the undergraduate college, Graduate School of Arts and Sciences, School of Business, School of Divinity, School of Law, and School of Medicine (located on the Bowman Gray campus with Wake Forest University Baptist Medical Center) and today enrolls about 4,846 undergraduates and 2,823 students in graduate programs at its principal location, the Reynolda campus. Students at Wake Forest University enjoy a great deal of access to and interaction with world-class faculty both in and out of the classroom setting with a student-faculty ratio of 11:1. Wake Forest employs approximately 2,772 full and part-time faculty and staff. Wake Forest is a collegiate university offering a vibrant, intellectual community with a rich cultural life, an impressive array of facilities, and a strong athletics program competing in the fifteen-team Atlantic Coast Conference (ACC). Since its founding, the university has adopted the motto "pro humanitate," which is exemplified by a deep institutional commitment to public service and engagement with the world. Wake Forest has a strong commitment to holistic, eight-dimensional well-being for students, faculty and staff as evidenced in the Thrive initiative. Winston-Salem, North Carolina Wake Forest is located in Winston-Salem, North Carolina, a beautiful, mid-sized city centrally located in the Piedmont-Triad region of North Carolina. Winston-Salem is a family-friendly city with high quality schools, numerous outdoor recreational activities and events, and is known for its vibrant and thriving arts scene. Winston-Salem residents enjoy close proximity to the beautiful Blue Ridge Mountains (1.5 hours) and Atlantic beaches (4 hours), a moderate climate with four distinct seasons, a very reasonable cost of living, and an eclectic variety of restaurants, wine bars, and breweries for dining with friends and family. Winston-Salem offers many of the amenities of a large city but with the sense of community and quality of life of a smaller town.