Student Success Technology Specialist

Community College of Denver; Denver (CO); On-site; USD 46,000 - 51,000; Full time

Job summary

Community College of Denver seeks a Student Success Technology Specialist to support daily operations of student success platforms such as Navigate360 and Gecko. The role assists students, faculty and staff with troubleshooting, training, documentation and reporting while ensuring FERPA compliance and accessibility.

The position reports to the Student Success Technology Manager, leads trainings, and drives cross-functional initiatives to improve student engagement and success.

Qualifications

• Associate degree or equivalent required.
• 1–2 years of customer service experience required.
• Experience creating training materials for non-technical users.
• Experience handling high-volume inquiries across multiple channels (phone, email, chat or text).

Responsibilities

• Provide day-to-day technical, functional, and user support for student success platforms.
• Monitor ticketing system and department mailbox; manage user access and role assignments.
• Assist with platform configurations, maintenance, testing, and feature launches.
• Develop training materials, guides, videos and other documentation for students and staff.
• Coordinate testing, risk reporting and issue tracking for projects.

Skills

Customer service

Data validation

Communication

Problem solving

Teamwork

Education

Associate degree

Tools

Navigate360

Gecko

Webex Contact Center

SharePoint

MS Office

Job description

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

Applications received by November 19, 2026, will receive priority consideration. However, we encourage all interested candidates to apply, as the position will remain open until filled.

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.

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.