Client Success Analyst, Information Systems

External Applicants:

Please ensure all required documents are ready to upload before beginning your application including your resume cover letter and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

• Navigate to the My Experience application page.

• Locate the Resume/CV document upload section at the bottom of the page.

• Use the Select Files button to upload your cover letter resume and any other required supporting documents. You can select multiple files.

Important Note: The My Experience page is the only opportunity to attach your cover letter resume and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:

Apply from your existing Workday account in the Jobs Hub. Do not apply from this website.

A cover letter is required for all positions; optional for facilities campus services and hospitality roles unless otherwise specified.

Job Description Summary

Job Description

Essential Functions:

• Provides accurate timely and creative solutions to end-user computer application and networking problems of moderate to complex nature through on-site visits walk in email chat and phone support.

• Continually increases awareness and knowledge of hardware and software applications utilized at Wake Forest University.

• Tracks and thoroughly documents all problems and resolutions using ticketing software; escalates unresolved issues and communicates effectively with other departmental teams as needed ensuring all hand-offs include comprehensive technical notes.

• Represents the Client Services team at meetings and on projects as designated by the Associate Director of Client Experience.

• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students faculty or staff.

• Must be available to work outside of normal business hours and/or weekends and on-call.

Additional Job Description

Required Education Knowledge Skills Abilities:

• Associate of Applied Science Degree in a computer technology related field and two years related experience with particular emphasis in problem-solving troubleshooting PC equipment/software and customer service or an equivalent combination of education and experience.

• Knowledge of superior customer service standards and practices.

• Uses professional knowledge and technical expertise to resolve critical technical or business problems.

• Strong knowledge of operating systems (specifically Windows 11 and macOS) client applications and network connectivity.

*This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Time Type Requirement

Note to Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Equal Opportunity Statement

The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race color religion national origin sex age sexual orientation gender identity and expression genetic information disability and military or veteran status.

Accommodations for Applicants

If you are an individual with a disability and need an accommodation to participate in the application or interview process please contact or .