Graduate Student Support Coordinator, Online Programs

asu; Tempe (AZ); On-site; USD 49,000 - 55,000; Full time

Job summary

ASU is seeking an Academic Advisor 2 to resolve complex issues and lead student-support projects within online graduate programs. The role blends individual contributions with team accountability and training.

Reporting to College of Global Futures leadership, you will manage admissions reporting, update materials, deliver trainings, assist with recruitment, and coordinate graduate admissions across Salesforce and PeopleSoft.

Qualifications

• Bachelor's degree and 3 years of relevant experience, or an equivalent combination of education and experience.

Responsibilities

• Run and track online admissions, enrollment, and retention reports to identify improvement opportunities.
• Coordinate updates to program Fact Sheets, handbooks, catalogs and webpages.
• Create presentations and lead refresher trainings for Enrollment Advisors.
• Resolve escalated student issues with instructors, School staff, and EdPlus.
• Participate in monthly College of Global Futures online meetings and related gatherings.
• Assist in onboarding and coaching for new graduate support staff as needed.
• Explain university policies and procedures to students, faculty, and staff.
• Support recruitment efforts with presentations, events, and marketing materials.
• Coordinate Graduate Admissions processes using Salesforce, PeopleSoft, and spreadsheets.
• Collaborate with the Swette Center for Sustainable Food Systems on admissions, progress, scholarships, and advising.
• Advise on course enrollment, perform overrides, and assist with iPOS and student paperwork.
• Maintain student records and communicate progress to faculty and staff.

Education

Bachelor's degree

Job description

Job Profile:

Academic Advisor 2

Job Family:

Academic Advising

Time Type:

Full time

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:

Resolves complex issues and also take the lead on projects built around student support and is both an individual-contributor position; works with a broad knowledge of overlapping functions and processes; team lead/holds team accountable/reports up to leadership/trainer.

Job Description:

Position Salary Range: $48,600 - $55,000 per year; DOE

Job Description:

• Reporting: Running and tracking online admissions, enrollment, and retention reports and helping to identify strategies and opportunities for improvement.
• Key Materials: Coordinating updates to program Fact Sheets for Enrollment Advisors as well as program handbooks, catalog updates, and webpages.
• Training: Creating presentations and leading refresher trainings for Enrollment Advisors as needed.
• Resolving Escalated Cases & Troubleshooting : Helping to resolve student issues with instructors, School staff, and EdPlus as necessary.
• Meetings: Participating in monthly College of Global Futures online meetings, Graduate College Academic Support Staff meetings and any other relevant meetings pertaining to School of Sustainability online graduate programs.
• Training/Coaching : As online programs grow, this position may assist in providing onboarding training/coaching for new graduate support staff.
• Policies and Procedures : Interprets and explains university and school policies and procedures to students, faculty, and staff.
• Assisting with Recruitment: This may include tasks such as developing presentations, attending events, providing information sessions and webinars, and development and maintenance of marketing materials. Coordinating with College of Global Futures outreach staff, university departments and external organizations to facilitate graduate student outreach and recruitment. Assisting in identifying market trends that could affect recruiting strategies.
• Coordinating the Graduate Admissions Process: This includes maintaining prospective student and applicant records (via Salesforce, PeopleSoft, databases, spreadsheets, and other types of electronic systems), updating supplemental applications, tracking applicants/students, drafting and sending out correspondence, and entering decisions into PeopleSoft.
• Collaborating with the Swette Center for Sustainable Food Systems: Acting as primary liaison with the Swette Center for Sustainable Food Systems on issues related to admissions, student progress, enrollment issues, scholarship awards and tracking, and advising issues.
• Advising and Student Services Support: Responding to inquiries and interacting with prospective and current students by phone, through e-mail, and through virtual settings (e.g., Zoom). Providing one-on-one assistance to students with questions and concerns regarding program requirements and financial responsibilities. Advising on course enrollment and performing overrides and quick enrollment of students as necessary. Assisting with completion of iPOS and other student paperwork. Conducting additional outreach to online students as necessary.
• Coordinating USDA NextGen Scholarship Award Letters: Assists faculty in administering graduate scholarships through the USDA NextGen Scholars program. Calculate award amounts, draft and send award letters, and advise students on the scholarship terms of agreement. Excel skills (functions, pivot tables) highly recommended.
• Maintaining Student Records & Files: Maintaining databases, spreadsheets, and files and providing updates on students to faculty and staff when requested.
• My ASU Student Audits: Conducting graduate student audits to identify holds that may prevent a student from future course registration and working with students and various departments (ex. financial aid, student accounts, VA office, registrar, etc.) to fix any issues or holds.
• Student Communication: Oversee the utilization of tools used to regularly communicate with students (e.g., Canvas community sites).
• Focus on Quality and Success : Ensuring a positive student experience and office culture by addressing questions and concerns in a timely, supportive manner.
• Other duties as assigned.

Desired Qualifications:

Experience in effective collaboration to establish ongoing