User Experience Expert

User Experience Expert

December/2024

JOB POSTING

USER EXPERIENCE EXPERT

The Caribbean Maritime University (CMU), the only specialized maritime university in the English-speaking Caribbean is inviting applications for the post of USER EXPERIENCE EXPERT (LEVEL 3)

SUMMARY

Under the general supervision of the Manager Business Process & User Experience, the User Experience Expert is responsible for providing technical assistance to students, faculty and staff.  In addition, they would be required to perform basic computer troubleshooting and data entry tasks.

Key Outputs:

• Helpdesk tickets issues resolved.
• Correct procedures, policies and guidelines are adhered to.
• Printing of staff and students’ identification cards conducted.
• System design review participated.
• User issues troubleshooted.

 PRIMARY RESPONSBILITIES

• Provides information to Faculty, staff and students who are experiencing IT related issues (LMS & ERP).
• Involves in data entry duties.
• Produces accurate and reliable data and interprets results.
• Follows methodologies and standard operating procedures in carrying out routine tasks.
• Adheres to correct procedures, policies, and guidelines.
• Documents all activities, record results, and retrieves data.
• Maintains safe and clean work area, and equipment.
• Provides administrative assistance.
• Schedules and prioritizes activities undertaken to meet agreed targets.
• Providing ERP and LMS end user support through maintenance of expert functional area knowledge; implementing standard solutions and escalating issues to supervisor as required.
• Troubleshooting user issues.
• Maintenance of proper issue logs; adhering to best practices of data and information handling including but not limited to validation, input and extraction, cross checking, and security.
• Conducting tests and simulations on business processes under development and preparing reports, instructional manuals to document systems development.
• Supports the quality review of training methods, instruments, and design
• Completes assigned project tasks within specified times and in manner stipulated and agreed upon to support organization-wide or target departments’ needs.
• Participates in system design review sessions.
• Manages time to focus on both long-range project activities and immediate tasks required to maintain system functionality.
  • Participates in available self-development programmes, especially ones that will advance competencies relevant to the job functions.
  • Supports the day-to-day operation of the ERP and LMS.
    • Resolves helpdesk requests relating to I.T. issues.
    • Participates in the review of the monthly analysis of helpdesk tickets.
    • Provides technical support with the inventory of all equipment, software, and license users.
    • Conducts identification card printing for staff and students.
    •  Provides hardware and software support to staff, faculty and students.
    • Communicates technical problems and proposes solutions to the System Administrator.
    •  Consults with System Administrator to develop appropriate technical solutions, if necessary.
    • Installs and configures computers for use on the network as required.
    • Installs and configures printers for individual computers and or for use on the network as required.
    • Ensures that suitable formats are designed to obtain the correct data required.

 MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Associate Degree in Computer Science, Information Technology, Business Administration, or related field
• Familiarity with computer equipment.

COMPETENCIES

Technical

• Sound knowledge of IT systems, equipment and capabilities.
• Sound knowledge of Enterprise Resource Planning Systems and Learning Management Systems.
• Sound knowledge of the information systems environment and current trends.
• Sound knowledge of database management.
• Sound knowledge of enterprise networking and data communications
• Attention to details

    Core

• Ability to follow instructions
• Computer literacy
• Accuracy and close attention to detail
• Basic Analytical judgement

• Excellent human relations and interpersonal skills.
• Ability to communicate effectively, both in written and verbal formats.
• Ability to troubleshoot and solve complex network and system problems.
• Ability to exercise sound judgment in evaluating situations and making decisions.
• Strong multitasking Skills.
• Excellent planning and organizing skills.

Interested persons should send application and resume by  December 18, 2024, to:

Director Human Resources and Administration/Deputy Registrar

Caribbean Maritime University

Palisadoes Park, Norman Manley Highway

P.O. Box 801, Kingston CSO