Advising Technology & Experience Manager - Student Success Administration - UTK

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

The University of Tennessee, Knoxville invites applications for the Advising Technology & Experience Manager in Student Success Administration in Knoxville, TN. This role leads advising technology initiatives, coordinates cross-functional projects, and enhances the student experience through data-driven insights.

You will collaborate with colleges, evaluate systems like CRM/SRM and degree planning tools, develop user guides, and support advisors.

Qualifications

• Experience in academic advising, student success, or higher education
• Proficient with advising and student information systems, data dashboards, and spreadsheets
• Strong communication and writing skills to present complex information
• Project coordination and process-improvement capabilities

Responsibilities

• Evaluates advising technology and processes, proposing solutions with colleges and departments
• Coordinates design, testing, validation, and refinement of advising enhancements
• Maintains knowledge of advising systems (CRM/SRM, SIS) and uses them to troubleshoot and refer issues
• Develops user-facing documentation to promote effective system use and self-service
• Analyzes data and stakeholder feedback to identify opportunities to improve advising services

Skills

Advising experience

Data analysis

Communication skills

Project coordination

Education

Bachelor’s Degree

Tools

Banner

Degree Works

DARS

Navigate

Salesforce

Slate

Asana

Job description

Advising Technology & Experience Manager - Student Success Administration - UTK

Knoxville, TN, United States

Job Description

The Advising Technology & Experience Manager provides specialized expertise and coordination related to the academic advising experience, student-facing technology solutions, project coordination, and a deep understanding of advising practices. This position evaluates complex advising processes, technology needs, stakeholder feedback, and data to identify barriers affecting students and advisors. This position also develops and recommends resources that promote effective use of advising systems and improvement of the advising experience through solutions consistent with university policies, practices, and strategic priorities. Using professional knowledge of academic advising, student success practices, and advising technologies, the position determines appropriate methods for completing assigned initiatives and adapts approaches when needs, priorities, or system requirements compete.

Responsibilities

Academic Technology Solutions (40%)

• Evaluates complex advising technology and process needs and recommends solutions in collaboration with colleges and university departments to address needs spanning functional areas.
• Applies specialized knowledge of academic advising practices and student needs when evaluating system functionality, business processes, and technology solutions.
• Coordinates the design, testing, validation, and ongoing refinement of advising system enhancements and new functionality, determining appropriate methods and identifying issues requiring cross-functional resolution.
• Maintains specialized working knowledge of advising-related systems, including CRM/SRM and student information systems, academic planning and degree audit tools, scheduling systems, and reporting resources and uses to troubleshoot complex issues , solutions, or referrals.
• Identifies, evaluates, and recommends solutions for technology-related pain points, usability concerns, adoption issues, and process gaps affecting students and advisors.
• Develops and maintains user-facing documentation, guides, and resources that promote effective system use, student self-service, and consistent advising practices.

Reporting & Continuous Improvement (25%)

• Analyzes advising data, reports, stakeholder feedback, and information from multiple sources to evaluate complex challenges, identify trends and barriers, and collaborates with campus partners to determine opportunities to improve advising services and the student experience.
• Evaluates student and advisor needs and determines appropriate methods for assessing service, process, technology, and engagement concerns.
• Develops reports, visualizations, summaries, and presentations that translate complex information into actionable recommendations and modifies recommendations as appropriate due to competing operational needs, policies, or practices.
• Recommends and coordinates process improvements based on assessment findings and monitors outcomes to determine whether solutions are achieving intended results.

Strategic Initiatives & Project Coordination (20%)

• Coordinates complex projects and strategic initiatives aligned with campus-wide advising priorities and division goals, establishing work plans, timelines, deliverables, and methods for accomplishing assigned objectives.
• Assists with the implementation and ongoing refinement of the advising strategic plan and evaluates progress against established goals and outcomes.
• Collaborates with colleges and university departments to identify and resolve challenges affecting project implementation, consulting with the Director on novel, sensitive, or potentially far-reaching matters.
• Prepares analyses, materials, summaries, and recommendations for leadership and campus partners to support decision-making related to advising initiatives.
• Participates in relevant professional development to remain current on advising practices, student success strategies, technology, assessment, and emerging practices.

Student-Facing Services & Experience Enhancement (15%)

• Provides general guidance related to advising services, processes, systems, resources, and evaluating student inquiries with appropriate solutions and referrals.
• Applies professional knowledge of academic advising and the student lifecycle to evaluate technology solutions, communications, initiatives, processes, and other projects for their impact on different student populations.
• Develops strategies and identifies barriers affecting students’ ability to navigate advising services and academic systems and recommends solutions that improve access, clarity, engagement, student self-authorship, and student success.
• Proves work direction to a student intern, including establishing assignments and priorities, monitoring work and providing coaching and feedback related to projects supporting the advising experience.

Other Duties as Assigned

• Other duties as assigned.

Qualifications

Required Qualifications

• Education:
  • Bachelor’s Degree
• Experience:
  • Bachelor’s degree from an accredited 4-year institution
  • 3 years of experience working in a higher education setting (e.g. campus or organization) providing academic or client support services, managing programs or projects, and proficiency using enterprise platforms (e.g. Banner, Degree Works, DARS, Navigate, Salesforce, Slate, Asana) or an equivalent combination of education and experience.

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment‑based visa status.

• Knowledge, Skills, Abilities:
  • Experience working in academic advising, student success, student affairs, higher education, or a related field.
  • Technical proficiency using advising and student information systems, data dashboards, spreadsheets, and project implementation.
  • Ability to leverage technology and analyze data to evaluate experiences, identify opportunities, and communicate meaningful insights.
  • Strong project coordination and process improvement skills, including assessing the advising community and student experiences.
  • Excellent oral communication and writing skills to present, facilitate, and translate complex or