Title: Student Success Technology Specialist

Position Type: Professional Tech Full time

College: Community College of Denver

Division: Student Affairs

Department: CCD Student Technology

Campus: Auraria Campus

Location: Denver

Salary Range: $46,000.00 - $50,600.00

Who We Are:

The Community College of Denver (CCD) seeks candidates who demonstrate a strong commitment to fostering an inclusive learning and work environment and who can effectively work with students, families, faculty, instructors, and staff from diverse backgrounds. As a Hispanic-Serving Institution, CCD is dedicated to expanding access and opportunity for nontraditional students, supporting workforce development, and strengthening community partnerships that promote educational attainment and career success. Serving a diverse student population, CCD values individuals who contribute to its mission of advancing social, civic, and economic vitality.

Job Summary:

Reporting to the Student Success Technology Manager, the Student Success Technology Specialist supports the daily operations and use of student success technology platforms, including Navigate360, Gecko, Webex Contact Center, and other related systems as assigned.

The Student Success Technology Specialist position provides technical and functional support to students, faculty, and staff; assists with troubleshooting, training, documentation, communications, data collection, and reporting; and supports multi-channel student communication efforts (phone, email, text, chatbot, AI, push notifications etc.).

The role also promotes the appropriate use of student information by following FERPA compliance, accessibility, and alignment with institutional goals for coordinated care, career connectedness, student engagement, and student success.

The specialist independently manages assigned operational responsibilities, will lead projects, training initiatives, and cross-functional work. This role exercises judgment within established policies and escalates matters involving institutional risk, or significant system impact.

Duties & Responsibilities:

Technical, Functional and User Support

• Provide day-to-day technical, functional, and user support including troubleshooting issues with Student Success Technology platforms.
• Monitor and respond to the department’s Ticketing System and department mailbox.
• Apply established system processes for user access, role assignments, modifications and removals.
• Assist with routine platform configurations, administrative maintenance, testing of updates, new feature launches, site configurations and system changes.
• Assist in maintaining and updating the Student Success Technology Website and SharePoint site.
• Perform data entry and platform-related administrative tasks.
• Develops project documentation, implementation checklists, standard operating procedures, coordinates testing, reporting risk, delays, or issue logs.

Training and Documentation

• Assist with new feature launches and preparing communications, training materials, guides, videos, support resources and user-friendly documentation for students, faculty and staff.
• Design, deliver, and evaluate training for students, faculty, and staff on assigned student success technology platforms.
• Conduct individual, small-group, and college-wide training sessions in person and virtually.
• Develop training plans, facilitator guides, participant materials, videos, and knowledge assessments.
• Evaluate training effectiveness and revise content based on feedback, support trends, system changes, and user needs.

Communication

• Support the creation, maintenance, and implementation of student communications plans, including authorized multi-channel campaigns through email, text, phone, chat, web-based tools, Navigate360, Gecko and related platforms as directed.
• Create and disseminate surveys as directed.
• Assist with chatbot content, response confidence review and escalation of concerns.
• Monitors and responds to multiple student communication channels.
• Supports the college with answering calls as needed, and during peak call volume periods.

Data Collection and Reporting

• Compile, maintain and organize data such as call statistics, platform related data, survey results, communication campaigns, and other information as directed.
• Collects, validates, analyzes, and reports on platform usage, communication campaigns and survey data. Identify trends, data-quality concerns, gaps, and opportunities for improvement.
• Translates findings into recommendations for review by the manager and relevant stakeholders.

Other Duties:

• Represents and participates in college-wide initiatives, committees, and/or leads special projects that support student success and institutional priorities.
• Facilitates meetings with cross-functional areas to gather information, document business needs, and contribute to solutions.
• Presents projects updates, system changes, findings, and recommendations to operational areas of college departments.
• Promotes technology platforms during CCD events and occasional weekend or evening events.
• Serve as back up for the Student Success Technology Manager as needed.
• Other duties as assigned

Competencies/KSAs:

• Strong customer service skills with the ability to assist students, faculty, and staff in a professional manner.
• Computer skills include PC-based applications such as MS Office: Outlook, Word, Excel, PowerPoint, Teams and SharePoint.
• Data validation
• Explaining data to non-technical audiences
• Ability to troubleshoot basic technology issues.
• Ability to stay organized, manage multiple tasks, follow directions, and meet deadlines. Strong oral and written communication skills, including the ability to create clear messages, instructions, and support materials.
• Commitment to serving students, faculty, and staff from diverse backgrounds. Ability to work independently and in a team.
• Willingness to learn new systems, ask questions, solve problems, and support continuous improvement.

Minimum Qualifications:

Any equivalent combination of education, experience, knowledge, skills, and abilities.

Education:
An Associate degree

Experience:

• 1-2 years of customer service experience, such as a help desk, front desk, call-center or student services
• Experience creating training materials or guides for non-technical users
• Experience handling high volume inquiries across multiple channels (phone, e-mail, chat or text)

Equipment Used: PC, Tablet, Mobile Phone, Copier, and other office equipment.

Selection Process:

Preliminary screening will be made on the basis of completed application packet submitted by candidate. Completed application packet includes: a letter of interest of no more than five pages, addressing in general the items under "Primary Duties" and specifically each item under “Minimum Qualifications”; an online application; resume; and transcripts.

All candidates, including current Community College of Denver employees must submit a complete application packet which includes all materials listed above.

Only completed application packets will move forward for screening. Please review the job duties and minimum requirements carefully. Meeting the minimum qualifications for a particular position does not assure the applicant an interview. Selected applicants will be invited by the screening committee for interviews. All application materials become the property of Community College of Denver and cannot be copied.

Application Instructions: 

Interested applicants must submit a complete application packet which includes:

1. Resume
2. Cover Letter
3. References - Names, phone numbers, addresses, & email addresses of three professional references
4. Copies of transcripts, official preferred
5. Copies of appropriate credentials, if applicable

**All included attachments should be saved with the following nomenclature: Last name, First name Document; for example Doe, John Resume; Doe, Jane Transcripts

***Your resume should clearly indicate how you meet the minimum qualifications. Those applicants that do not meet the minimum qualifications will not be considered. Part-time experience is ½ the equivalent of full-time experience. Example: Four (4) years applicable part-time experience equals 2 years full-time equivalency.

For information regarding Community College of Denver Security, including crime statistics for the campus and surrounding area, please see the CCD Campus Security website under “student’s right to know”: CCD.edu/Safety. For a hard copy report please contact 303-352-3042.

Additional Information/Benefits:

Our campus is located in downtown Denver, adjacent to two light rail stations, and just minutes away from shopping, restaurants, and event venues. When you visit our campus, it will be immediately evident that our faculty, staff, and instructors are passionate about serving our diverse student population. At CCD our passion is to help others, and we offer career pathways that will make a difference in the lives of our students.

If you are interested in sharing our passion for student success, CCD offers generous medical, dental, vision, life, and retirement options. We also offer the opportunity to expand your education, and those of your dependents, through our tuition reimbursement program.

CCD is a Learning College where policies, programs and practices support learning as the major priority. The Community College of Denver is an Equal Employment Opportunity Educational Employer.

Background checks will be conducted on all finalists for employment consideration.

CCD recognizes that administration, faculty, instructors, and staff reflect the diversity of its students and community and prohibits employment and student discrimination based on race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.