Stanford Web Services (SWS) is seeking a Customer Experience Specialist and Project Coordinator to support our Stanford website owners and editors and to coordinate reporting and billing as an integral part of our service team. In this position, you will:
Manage data in project and resource applications, including Harvest, Forecast and JIRA, and prepare reports for clients, project teams, and financial partners.
Prepare and send estimates and invoices for work ranging in scope from small projects to multi-year engagements.
Work with clients who use our products and services, answering questions, training, and maintaining documentation as necessary.
Influence our product roadmap by representing the customer needs in product sprints.
Help to create websites and products in Drupal and/or WordPress by testing and documenting features with the support of developers and designers.
Keep your skills sharp through Stanford's communities of practice and by attending conferences and training classes.
In the process, you'll become adept at working with content management systems, including Drupal and WordPress; develop skills for clear and reliable project coordination; support the value of web accessibility by ensuring websites are usable by all; and contribute to the next generation of web publishing at Stanford. Core duties
Monitor and report on website traffic and performance. Perform periodic website audits.
Update web pages to ensure website accuracy and currency; perform light web design.
Evaluate and support user needs, and recommend solutions within existing platforms; maintain and develop documentation and how-to guides for customers.
Perform selected website administration duties for existing clients. Ensure web server and website technical performance. Perform light troubleshooting and first line support.
Prepare and send invoices to clients for work ranging from support retainers to multi-year projects.
Set up new projects and maintain up-to-date resource data in resource management applications, including Harvest and Forecast.
Prepare reports for clients, project teams, and partners on project budgets and status.
Advocate for web accessibility best practices and test websites and content as needed to ensure compliance with Stanford online accessibility policy.
Other duties may also be assigned.
Minimum requirements Education & Experience: Associate degree and two years of relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
Good customer service skills and ability to explain technical features to non-technical customers/clients.
Familiarity with a range of programming and scripting languages.
Clear understanding of web standards and usability methods.
In-depth knowledge of content management systems, such as Drupal, including the ability to perform standard installations and configurations.
Demonstrated proficiency building applications in a web development framework.
Understanding of systems integration and various web devices and environments.
Ability to design and implement web services.
Familiarity with authentication and access control.
Knowledge of website delivery best practices.
Certifications and Licenses: None Physical requirements
Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.
Strong visual acuity.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Stanford is an equal employment opportunity and affirmative action employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
Who we are Stanford Web Services (SWS) is an award-winning agency within Stanford University providing web strategy, user experience, visual design, and web development services to the campus community. SWS oversees more than 2,000 websites and is part of University Information Technology (UIT), a 600-person strong organization supporting 100+ services for Stanford. SWS takes pride in our mission to care for Stanford's ever-evolving web presence, because supporting the research and education mission of a renowned university can make a positive impact in the world. We create beautiful, secure, accessible, and effective websites; everyone in SWS works directly with campus clients and partners and problem-solves using friendly and clear communication.
We're located in Redwood City. Our new Stanford Redwood City campus is open and brings together 2,700 staff in a collaborative environment that reflects Stanford's culture and mission. The campus offers amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center. As part of our telecommute options, we have Stanford locations in San Francisco, Newark and San Jose and a supportive work-anywhere program for our Bay Area staff. Why Stanford is for You Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.