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 RESPONSIBILITIE

• 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

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