Operations Support Specialist Senior - Philadelphia, United States - InsideHigherEd

Description

Operations Support Specialist Senior - Wharton Executive Education

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title
Operations Support Specialist Senior - Wharton Executive Education

Job Profile Title
Information Technology Support Specialist Senior

Job Description Summary
Wharton School Overview
Founded in 1881 as the world's first collegiate business school, the Wharton School of the University of Pennsylvania is shaping the future of business by incubating ideas, driving insights, and creating leaders who change the world. With campuses in Philadelphia and San Francisco, Wharton has over 850 staff, a faculty population of more than 235 renowned professors, and 5,000 undergraduate, MBA, executive MBA, and doctoral students. Each year, 13,000 professionals worldwide advance their careers through Wharton Executive Education's individual, company-customized, and online programs. More than 104,000 Wharton alumni form a powerful global network of leaders who transform business every day. Wharton is home to a diverse staff population representing a rich array of backgrounds, expertise, and cultures. To learn more, visit

Reporting to the Deputy Director of Operations, the Operations Support Specialist Senior manages the strategic leadership and oversight of the Executive Education Simulations. This role supports learners and instructors from account setup to technical support, providing full-service support from conception to assessment with the developer team, reviewing with faculty, participants, and staff, and managing onsite support and setup, triage, and troubleshooting. Additionally, this position provides technical support for all aspects of program simulations and translation needs for the Executive Education Division's programs, leads training and documentation for staff, and partners with various stakeholders within Executive Education and external partners such as Wharton Computing and the Learning Lab. The role also includes project management and leadership of specialty projects assigned by the Executive Education Operations Leadership, encompassing areas such as the IT portfolio, implementation of new project management system(s), documentation of processes and training of staff, providing assistance with projects such as a new website, a new participant app, an upgrade of Canvas, and various operational systems for the Division. The person in this role will have dotted line reporting to the Senior IT Director in Executive Education and will coordinate efforts as needed with Executive Education's third-party onsite AV team.

Job Description

Job Responsibilities

Simulation and Translation Support and Management

• Establishes and maintains a strategic relationship with Executive Education leadership, key stakeholders, and Wharton Computing to align technology initiatives with organizational goals.
  
• Maintains a high degree of visibility, participating and contributing in staff meetings as appropriate.
  
• Manages and oversees the setup, execution, and technical support of Executive Education simulations.
  
• Collaborates with developer teams for simulation conception and assessment.
  
• Reviews simulations with faculty, participants, and staff to ensure alignment with educational goals.
  
• Provides onsite support and setup for simulations, and translation needs including troubleshooting and technical assistance.
  
• Participates in short- and long-term strategic planning sessions with departments and understands and anticipates the direction of the simulation service; identifies opportunities and develops recommendations to support the desired future state.
  

Technical Support for Program Simulations and Translation Needs

• Offers technical support for all aspects of program simulations.
  
• Addresses and resolves technical issues faced by learners and instructors. Ensures the oversight for the resolution of escalated technology issues.
  
• Ensures simulations run smoothly and effectively without disruptions.
  
• Facilitates effective resolution of technology issues, promoting an understanding of technology processes, roles, and procedures to achieve optimal outcomes.

Special Projects Management (Operations Leadership)

• Leads and manages specialty projects assigned by the Operations Leadership, including areas of the IT portfolio and operational systems.
  
• Implements and manages project management assessment tools for the Operations department with the Executive Education Division.
  
• Collaborates with Program Delivery and Strategic Partners/IT teams to ensure successful project outcomes.

Training and Documentation

• Leads the development and delivery of training programs for staff and faculty. Provides staff support for any urgent technical issues that may impact program delivery.
  
• Creates and maintains comprehensive documentation for simulation support processes and technical procedures.
  

Perform additional duties as assigned.

Qualifications

• Bachelor's degree or equivalent related field.
• A minimum of 3 years of experience in project management, simulation development or implementation.
• Strong understanding of simulation techniques and tools.
• Proven ability to foster strategic relationships, manage stakeholder communications, and effectively advocate for simulation program needs.
• Demonstrated ability to lead cross-functional projects.
• Demonstrated experience in faculty and staff management and stakeholder communication.
• Strong documentation and process development skills.
• Ability to work collaboratively and bridge gaps between different teams and departments.
• Proven track record in managing and implementing simulation or operational projects.
• An ability to act with autonomy when faced with problems of increasing urgency and technical complexity.
• Excellent problem-solving skills.
• Strong communication and interpersonal skills.
• Superior written and verbal communication skills
• Proactive mindset with a focus on continuous improvement.
• Adaptable to change and able to manage multiple priorities.
• Experience working on cross-functional teams and during non-business hours.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Wharton School

Pay Range
$51, $77,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  
• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  
• Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  
• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  
• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.
  

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