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The Universities of Wisconsin are a premier system of public higher education serving more than 164,000 students. Awarding nearly 37,000 degrees annually, the universities are Wisconsin’s talent pipeline, putting graduates in position to increase their earning power, contribute to their communities, and make Wisconsin a better place to live. Through a constellation of 13 universities statewide, the Universities of Wisconsin are a tremendous academic, cultural, and economic resource for Wisconsin, the nation, and the world.
The Universities of Wisconsin Administration assists in establishing policies, planning the programmatic financial and physical development of the Universities. UWSA supports the Universities in delivering transformative educational outcomes and research that expands the boundaries of knowledge. We work to extend the value of our universities beyond the boundaries of the campuses, seeking to enhance the quality of life for all in Wisconsin and beyond, in fulfillment of the Wisconsin Idea.
The Service Operations team within UW-Shared Services exists to standardize processes, consolidate operations, and streamline administrative practices to provide high quality services while improving administrative efficiency and effectiveness. In addition to providing high quality services, Service Operations brings value to UW institutions by reducing administrative burden and cost, thereby allowing them to invest time and resources into activities which are more central to their mission.
POSITION SUMMARY
The University of Wisconsin System is seeking multiple Customer Success Representative in Shared Services. The Customer Success Representative is a business process and technology support role, assisting customers with a variety of applications and processes managed by Shared Services. This full-time, hourly (non-exempt), University Staff position reports to the Customer Success Manager. This recruitment is seeking to fill multiple Customer Success Representative positions that are both on-going and fixed-term terminal. The fixed-term terminal positions have an expected job end date at least 1 year from date of hire.
MAJOR RESPONSIBILITIES
- Serve as the primary point of contact for incoming service requests from faculty, staff, and campus stakeholders across the UW system.
- Review, categorize, and route tickets accurately based on issue type, urgency, and established protocols.
- Provide basic troubleshooting and resolution for common issues related to Workday, finance, HR, and other shared service platforms.
- Utilize a ticketing system (e.g., Ivanti) to log, track, and update all support interactions and ticket statuses.
- Follow standard operating procedures (SOPs) to ensure consistent and compliant service delivery.
- Escalate complex or unresolved issues to the appropriate next level or subject matter experts while maintaining ownership of follow-up communication.
- Monitor ticket queues and ensure service level agreements (SLAs) are met through timely triage and resolution.
- Contribute to the shared knowledge base by identifying gaps and suggesting updates or new articles based on frequent requests.
- Communicate clearly and professionally with users via email, web request, chat and phone, maintaining a helpful, professional, and empathetic tone in all interactions.
- Collaborate with team members to share insights, support onboarding efforts, and continuously improve service processes.
- Analyze service trends and feedback to proactively identify areas for improvement and recommend enhancements to processes or documentation.
- Support the rollout of new services and tools, including communication, documentation, and user guidance.
- Participate in training sessions, workshops, and cross-functional meetings to stay informed and help align service strategies across campuses.
- Assist in training and mentoring new or less experienced team members to help build team knowledge and ensure consistency in service delivery.
- Actively participate in UWSS projects and initiatives.
- Represent the organization as a respectful, professional team member who promotes a positive and civil workplace culture.
- Perform other assignments as needed.
MINIMUM QUALIFICATIONS
To be considered for this position, applicants must have:
- Associate degree or minimum of 2 years professional work experience in customer service, administrative professional, etc.
PREFERRED QUALIFICATIONS
Well qualified applicants will also have a substantial amount of experience in a combination of the following:
- Experience providing customer support to end users in a support/call center setting
- Experience performing operational or technical business processes in an office setting
- Previous experience working with a ticketing system (e.g., ServiceNow, Zendesk, Ivanti, or Jira) to manage and resolve service requests efficiently.
KNOWLEDGE, SKILLS, AND ABILITIES
- Excellent written and verbal communications
- Knowledge and practice of strategies to address and de-escalate difficult situations and customers
- Ability to quickly learn new applications and processes as they are introduced, to support customers
- Ability to understand the use of help desk call tracking and management applications
- Ability to work in a team oriented, collaborative work environment
- Knowledge of email clients and web browsers
COMMITMENT TO INCLUSIVE EXCELLENCE
Inclusive Excellence is a source of strength, creativity, and innovation for Universities of Wisconsin. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the Universities of Wisconsin community. We commit ourselves to the pursuit of excellence in teaching and learning, research, scholarship, creative activity, community service, and diversity as inextricably linked goals.
Universities of Wisconsin fulfills its public mission by creating a welcoming and inclusive community for people from every background – people who serve the State of Wisconsin and the public good.
CONDITIONS OF EMPLOYMENT
This offer of employment is conditional pending the results of a criminal background check and a reference check process that includes questions regarding employee misconduct, sexual violence and sexual harassment. If you have prior work history within the past 7 years with Universities of Wisconsin, your personnel file will also be reviewed for employee misconduct. If the results are unacceptable, the offer will be withdrawn or, if you have started employment, your employment will be terminated.
The Universities of Wisconsin will not sponsor a work visa for this position at the time of hire or anytime during employment. All persons hired will be required to verify identity and eligibility to work in the United States and complete the required Employment Eligibility Form I-9 upon hire.
WORK LOCATION
The office location is located at 660 West Washington Avenue in Madison, WI. This position has an in-office requirement of three days per week. The remaining two days may be worked remote/off-site. Telecommuting agreements are subject to change at any time.
COMPENSATION AND BENEFITS
The Customer Success Representative is a full-time, hourly, non-exempt, University Staff position. Multiple positions will be filled from the posting and pool of candidates. We will be filling:
- Two full-time on-going appointments,
- And 2 full-time fixed terminal appointments with an expected job end date of exactly 1 year from candidate’s date of hire into the position.
Well-qualified candidates can expect a starting annual salary within a range of $45,000-$55,000 ($21.63 – $26.44/hour) commensurate with the candidate’s education, related experience, and qualifications.
The Universities of Wisconsin employees receive an excellent benefits package. To learn more about the benefits package, review the Universities of Wisconsin Employee Benefits Quick Guide (US). Use the Health & Retirement Contributions Estimator to calculate the estimated value of your compensation and benefits.
APPLICATION INSTRUCTIONS
To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:59 pm Monday May 12th 2025, However, applications may be accepted until the position has been filled.
- Go to the UWSA Applicant Portal to submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants and click on the position title that you want to apply for.
- To receive full consideration, interested applicants are required to apply online and provide:
- Resume (PDF Format)
- Cover letter addressing your experience and education as it applies to all minimum and preferred qualifications (PDF Format)
Failing to submit the required application documents may disqualify your application.
3. Submit your application.
SPECIAL NOTES:
If you need to request an accommodation because of a disability, you can find information about how to make a request by contacting Shelby Buchanan, HR Business Partner, at shelby.buchanan@wisconsin.edu.
The Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. §. 19.36(7).
Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran, and other bases as defined by federal regulations and UW System policies. We promote excellent through diversity and encourage all qualified individuals to apply.
Questions may be addressed to: Shelby Buchanan, HR Business Partner, at shelby.buchanan@wisconsin.edu