Conference, Graduate, and Specialty Housing Systems Manager

Pay Grade: 30S

Context of the Job:

Residence Life & Housing (RLH) plays a key role in furthering the strong residential character of the University of Delaware. RLH focuses on the campus residential community, comprising over 42 residence halls housing 7,200 students with over $68 million in annual transactions, as it relates to the student experience and belonging and ensures that programs and operations align with and support Divisional and institutional missions.

Under the general direction of the Associate Director of Housing Systems and Data Management, the Conference, Graduate, and Specialty Housing Systems Manager (Manager) provides coordination for major administrative operations performed by Residence Life & Housing through the StarRez platform and assists in the development of all system uses for the StarRez Conference Module for summer housing and manages processes for graduate/specialty student housing. The Manager is responsible for creating and utilizing multiple StarRez modules and other UD licensed software platforms to fulfill various functions of the role. The manager also serves as point of contact in the areas of graduate and summer housing for application, billing, communication, including website updates and email, and contract management. The Manager coordinates with campus and external partners for summer housing needs, provides reporting and data for internal and campus needs, and coordinates a variety of processes related to the effective and efficient operation of the Office of Residence Life & Housing. Residence Life & Housing maintains an operation 7 days per week, 24 hours per day. As such, the incumbent may need to work non-traditional and weekend hours during key periods of the year.

This position will be required to work during opening and closing timeframes, which typically occur on weekends or during crisis situations. Additionally, there may be time frames when vacation time is restricted.

Major Responsibilities:

• Serve as lead developer with the StarRez Summer Conferencing Module. In collaboration with the Associate Director, assume technical responsibility for the operational stability of the StarRez Conference platform and its dependencies, including new modules, processes, system health, security, system configuration, system workflows, and vendor management.
• Execute all aspects of the Summer Housing and Graduate/Specialty Housing room assignment processes. Assist in the development of unique StarRez modules for each graduate housing facility and contract-term type. Implement data tracking, record-keeping and documentation systems related to functional oversight. Maintain up-to-date competencies and knowledge of related StarRez modules and data base structures and residence hall configurations with a particular focus on graduate facilities.
• Audit regularly and conduct testing of all elements of both graduate/specialty student process and the Summer Housing/Conferencing StarRez modules to ensure accurate reporting, effective data connections with UDSIS, Billing, UDPD, etc.
• Develop and oversee monthly bill payments for graduate and specialty (if applicable) students including rate table creation, high monthly engagement with student billing procedures, and frequent audits and follow up for any billing or payment issues.
• Initiate and complete graduate and specialty housing assignments via manual assignment, auto-allocation and self-selection. Assist with system set-up and assignment communication tasks for all assignment periods and student populations. Update and utilize reports to navigate and audit the assignment process and implement problem solving strategies to correct discrepancies.
• Manage and complete assignment process for ADA needs and unique needs of graduate students and summer housing registrants. Consult with various University partner offices (Disability Support Services, The Graduate College, Dean of Students Office, General Counsel, etc.) to facilitate graduate student housing needs in compliance with University, state, and federal policies and procedures.
• Track building use based on maintenance and facility ongoing and emergency use. Manage day-to-day room inventory and audit process with facility managers. Provide coordination of student room furnishings and other facility needs related to programs through teams in Facilities, Maintenance and Operations.
• Serve as lead point of contact for housing assignment, room change, and cancellation inquiries for graduates and summer program coordinators and participants. Effectively respond to students/participant, families, and the university community facing complex challenges related to functional oversight that cannot be resolved by front-line staff.
• Execute all aspects of room changes, withdrawals, cancellations, academic dismissals, judicial removals, and deferrals include data management, communication, reports, charges and domino actions through billing and the Graduate College staff.
• Assist the Associate Director with the review, recommendation, and implementation of new modules in the StarRez system.
• Develop continuous software operation improvements by partnering and collaborating with customers (including UD unit users), evaluating, and recommending solutions to meet specific departmental needs.
• Document workflow processes and standard operating procedures to ensure compliance with policies and procedures.
• Ensure system configuration and set up are aligned with industry and vendor best practices.
• Participate in defining end user security roles to help ensure information is appropriately protected.
• Manage ongoing maintenance, research and test system upgrades, trouble-shoot complex issues, propose system enhancements, and implement new functionality.
• Monitor and analyze data inflow and outflow. Recommend and implement changes for optimization.
• Track system performance and perform issue investigation, testing, and resolution.
• Ensure StarRez Conference platform optimization via data analysis, audits, and training reinforcement.
• Monitor and audit data queues and work files with a goal of keeping the data accurate, synchronized, and reconciled across systems for coding, billing, and crisis response care.
• Work with all levels of RLH leadership on problem solving and emergency room changes providing background information and solutions as necessary. Make recommendations concerning changes and improvements to assignment procedures.
• Assist with other system and customer service needs during high volume and personnel absence periods.
• Perform other job-related duties related to evolution and modifications to the StarRez modules and as assigned.

Qualifications:

• Bachelor’s degree with four years of related experience or equivalent combination of education and experience. Degree in the field of Computer Science, Operations Management, Applied Mathematics, or Management Information Systems preferred.
• Knowledge of computer applications, analysis methods, and procedures, preferably in a PC, Windows-based operating environment.
• Ability to maintain record keeping systems, computer software programs, and procedures.
• Experience working with relational database design.
• Proficiency with database and spreadsheet software such as Microsoft Excel and query writing tools; knowledge of SQL is preferred. Strong analytical and problem-solving skills.
• Ability to multitask and prioritize multiple projects.
• Excellent interpersonal and customer service skills.
• Effective oral and written communication skills with a wide variety of stakeholders.
• Ability to foster a cooperative work environment.
• Ability to respond effectively to emotionally charged and complex student situations.
• Ability to handle highly confidential information.
• Working knowledge of SQL (Structured Query Language) preferred.
• Knowledge of ADA requirements, Fair Housing Act, FERPA, NCAA regulations, and University policies and procedures preferred.
• Experience working with StarRez housing management system preferred.
• Experience working with college students in a higher education setting preferred.
• Ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.
• Commitment to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.

Special Requirements:

• Ability to work nights and weekends.