This position reports to the Associate Director of Housing Services and serves as an integral part of the Housing Team. Currently, over 11,000 students reside in university housing with significant changes to the population each semester. University housing is open 12-months a year with 4 semester term changes.
The Assistant Director of Housing Systems serves as the secondary Housing Services' technical and data specialist responsible for maintaining the SQL housing database (RMS Mercury). The Assistant Director of Housing Systems needs an understanding of SQL relational databases as well as the ability to work in a team environment of both technical and non-technical staff. The Assistant Director of Housing Systems will lead the preparation and implementation of departmental automated processes including first-year auto-allocation, upperclass on-line room selection process, and semesterly fee assessment. The Assistant Director of Housing Systems will be responsible for department communications including mass email targets and ACD phone system, Five9.
The Assistant Director of Housing Systems will support the Associate Director in Department and Divisional projects including logistics of each move-in/out process, data analysis and reporting, and Housing process improvements. The Assistant Director of Housing Systems must be able to effectively communicate with other technology developers and users, as well as students, families, and non-technology campus partners.
Housing Services is open on evenings and weekends during peak seasons such as, but not limited to, move-in/outs, Housing Selection & Placement Process, new student assignments, and summer Orientations. Additionally, Housing Services is open on several University floating holidays and break periods. The Assistant Director of Housing Systems must provide evening, weekend, and holiday coverage in collaboration with Housing Services team, as needed, to provide technology support during these extended business hours.
Bachelors in Information Technology, Computer Science or related field required. The ideal candidate has 1-3 years' experience in a college Housing and Residential Life or Student Affairs role as a student or professional, with experience working in a PC environment with a variety of software and Microsoft applications.
Candidate must possess excellent interpersonal and communication skills and the ability to communicate effectively with technology users of different skill levels. Candidate must demonstrate strong attention to detail, ability to learn multiple information systems, and ability to achieve in a fast-paced and growing environment
Experience with SQL relational databases, Git code tracking, and HTML preferred.
Advanced experience with Microsoft Excel, preferred; proficient experience required.
Experience with database management and analysis preferred.
Housing Technology Specialist | 50%
Utilize the housing information system (RMS Mercury) as a Super Admin for approximately 75 professional, 275 student staff, and 20,000 student users annually.
Assist with RMS Mercury user management, testing of upgrades and patches, student user experience, Housing staff user experience, and campus partner user experience.
Implement technological opportunities to enhance or streamline Department initiatives.
Provide support and training for professional and student staff on systems utilized by the Department.
Create training resources for staff to access at self-paced opportunities; update these resources as necessary.
Expand knowledge of RMS Mercury through quarterly Complete Care calls, Mercury Minutes, and user forum.
Communicate effectively with key campus partners related to housing technology including Information Technology Support, Student Affairs Support, Husky Card Services, Residential Safety and Security, Student Financial Services, and Enrollment Management.
Document technological processes for continuity, reference, and training purposes.
Assist in identifying and troubleshooting issues related to RMS Mercury software, SSO, server, and database.
Assist Associate Director with housing forecasting, occupancy management, fee assessment & revenue management.
Oversee large-scale automated housing processes including first-year auto-allocation, upperclassmen selection number generation, and upperclassmen on-line room selection.
Develop processes that will provide innovation and efficiency for the staff and students by utilizing technology in conjunction with the Housing & Residential Life staffs.
Adhere to University compliance with student housing data classification and security levels.
Housing Communications Administration | 30%
Manage the process for all Department emails through Constant Contact, or similar vendor.
Build and format prepared email content accurately.
Identify accurate targets for email packages with multiple versions for specific student cohorts.
Send and review test emails with the Housing Services staff.
Inform Housing & Residential Life staff of upcoming email content.
Oversee a monthly reconciliation of unsubscribed email accounts.
Utilize secondary Student Affairs Support email to send housing-adjacent emails.
Manage the Department's ACD phone service, Five9, or similar vendor.
Communicate effectively with campus Telephone Services partners.
Set regular, holiday, and extended phone hours, phone tree messaging, and out of office messages, as needed.
Regularly review and update Five9 staff user access and remove or adjust access from staff as necessary.
Utilize Five9 supervisor view to oversee staff availability, data trends, and call volume.
Customer Service and Assessment | 20%
Provide individualized customer service via phone, email, Teams, Zoom, and in person to maximize student satisfaction with housing processes and technology.
Develop a thorough understanding of housing processes and their technological components and answer student and parent inquiries regarding both aspects.
Respond to student, campus partner, and parent inquiries regarding the student housing portal and troubleshoot identified concerns.
Collaborate on housing-adjacent technology issues with appropriate campus partners such as ITS, Student Affairs Support, and Husky Card Services.
Oversee arrival change and move-to-from request processing, and effectively communicate with students regarding conflicts.
Assist with implementation of Department assessment metrics including satisfaction with Department processes such as move-in and Housing Selection & Placement Process.
Provide data to the Director or Associate Director of Department phone, email, and housing system volume in a timely and accurate manner, as requested.
Provide evening, weekend, and holiday coverage in collaboration with Housing Services team, as needed, to provide technology support during extended business hours. Housing Services is open on evenings and weekends during peak seasons such as, but not limited to, move-in/outs, Housing Selection & Placement Process, new student assignments, and summer Orientations. Additionally, Housing Services is open on several University floating holidays and break periods.
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.