Senior Operations Specialist, Campus Card Services

This position is a senior member of the Card Services Office, providing management and system administration of the tools and technology used by the university’s campus card services functions, and certain other applications used by the University Police and Security Department as well as providing a key role in reporting requirements, customer service, and student employee supervision, including: Card Services Meal plan management for all participants, including students, employees, contractors, summer residents and visitors Works closely with dining provider to manage this service All aspects of access control management for all members of the community including students, employees, contractors summer residents and visitors, including: System maintenance and management Hardware troubleshooting, support, and maintenance Vendor management ID production RAM account management, On-line photo submission Outside/partner merchant network On-site attendance tracking and on/off site web sales, Police/Security, systems including: Electronic report management system Visitor management system Closed circuit television system Key control system Incumbent will also; produce financial reporting associated with Ram Card tenders and works with the accounts payable and controller’s offices to ensure that all transactions are properly recorded and reporting is provided at the necessary cadences. serve as a primary provider of customer support to all members of the community, providing superior service to all who require it. cooperate and collaborate with campus partners to ensure all services of the office are coordinated and executed in professional manner. support communications and marketing efforts associated with Ram Card services, including in-person, print, web and social media outreach and engagement. participation in and presenting at student and employee orientation sessions. provide training and support to system end users and the community at large. Manage a number of student workers and a grad fellow who will work in support of the mission of the office, including hiring, training, scheduling, payroll and professional development. Responsibilities Systems Administration and Technology Management Serve as the primary system administrator for technology supporting the University’s Card Services operation and designated systems used by the University Police and Security Department. Administer the University’s campus card platform and associated applications, ensuring reliable operation, accurate data, appropriate system configuration, and effective coordination with campus stakeholders and vendors. Work with the Director on system upgrades, implementations, integrations, and enhancements associated with CBORD Odyssey and related user interfaces and applications utilized by University Police and Security, the Bursar’s Office, Dining Services, Human Resources, and other University departments. Maintain knowledge of the systems, technologies, operational processes, and vendor services supporting Card Services and assigned Police and Security applications. Identify operational or system issues that could affect service delivery and coordinate appropriate corrective action with internal departments and external service providers. Resolve technology outages and significant system issues affecting Card Services or supported applications, including situations that may require work outside normal business hours and may require the coordination of one or more partners, both internal and external. Access Control and Identification Services Manage all aspects of access-control services for members of the University community, including students, employees, contractors, summer residents, visitors, and other authorized individuals. Perform ongoing access-control system maintenance, administration, configuration, troubleshooting, and operational support. Under the direction of department leadership, provide maintenance and operational support for access-control equipment and infrastructure, including controller boards, access door readers, online locks, associated hardware, access-control databases containing access privilege information, and building intrusion alarm systems. Coordinate troubleshooting, maintenance, and support of access-control hardware and related equipment, working with internal partners and external vendors as appropriate. Ensure onboarding and separation requests are carefully processed so that appropriate physical access privileges are established, modified, or discontinued as required. Manage University identification card production and related operational processes. Maintain ID production equipment in good working order, including required software, firmware, equipment updates, maintenance, and troubleshooting. Develop, implement, and manage effective centralized methods through which students and other community members can obtain assistance and resolution for identification card-related questions and issues by telephone, email, in-person service, or other designated service channels. Administer and support the University’s online photo-submission process for identification cards. Meal Plans, RAM Accounts, Merchant Services, and Transactions Manage meal plan administration for students, employees, contractors, summer residents, visitors, and other authorized participants, working closely with the University’s dining services provider to ensure accurate and effective delivery of meal plan services. Administer RAM Account services, including the systems and processes supporting account activity and transactions. Manage and support the University's network of outside, partner, and campus merchants participating in RAM Card programs. Ensure equipment supporting the campus merchant network remains in good operational condition and coordinate troubleshooting, repair, replacement, and vendor support as necessary. Administer systems supporting on-site attendance tracking and on-site and web-based sales. Supervise technology, systems, and personnel supporting student purchases and related transactional activities. Manage vendor relationships associated with Card Services technologies, equipment, maintenance, and related services. Police and Security Systems Support Provide system administration and operational support for designated University Police and Security Department applications, including the electronic report management, visitor management, closed-circuit television, and key-control systems. Provide support for the implementation, maintenance, management, upgrade, and ongoing operation of systems used by or in support of the University Police and Security Department. Coordinate with University Police and Security personnel, technology partners, and vendors to support reliable operation and effective use of assigned systems. Financial and Administrative Operations Produce financial and transactional reporting associated with RAM Card tenders, plans and related activity. Collaborate with the Accounts Payable and Controller’s offices to ensure RAM Card transactions are properly recorded, reconciled as appropriate, and reported at required intervals. Provide general office management and administrative support for the Card Services Office to ensure effective day-to-day operations. Manage departmental purchasing functions, including preparation and processing of purchase orders and acquisition of supplies, equipment, and services as directed by department leadership. Manage departmental inventory, monitor supply levels, and coordinate ordering and replenishment of necessary supplies and equipment. Support management of the department budget, purchasing activities, inventory, and supply-chain needs in coordination with department leadership. Customer Service, Training, Communications, and Outreach Serve as a primary provider of customer support for Card Services, assisting students, employees, contractors, visitors, and other members of the University community and delivering a consistently high level of service. Troubleshoot customer and system issues, identify appropriate resolutions, and coordinate with University departments, vendors, and other partners when additional support is required. Develop and maintain effective working relationships with campus partners to ensure Card Services programs and services are coordinated and delivered professionally and effectively. Collaborate with campus partners and participate/present at orientations/student and employee welcome events, and other activities requiring Card Services participation or technical support, including tabling events, student and family presentations, welcoming activities, and technical assistance during periods of high-volume ID production. Support communications, marketing, education, and outreach related to RAM Card programs and services through in-person communication, printed materials, web content, social media, SU Connect, and other appropriate channels, including the use of available tracking and reporting capabilities to measure participation and engagement. Develop and provide training, guidance, and ongoing support for system end users and members of the University community who utilize Card Services and supported applications. Student Employee and Staff Supervision Assist with the management of the Card Services presence within the HUB student services area and coordinate associated staffing and service delivery. Supervise student employees and a graduate fellow supporting the mission and operations of the Card Services Office. Manage student and graduate employee recruitment, hiring, onboarding, training, scheduling, payroll administration, performance support, supervision, and professional development, including staffing levels that may consist of approximately 15 to 20 student employees when operationally required. Establish appropriate work assignments, procedures, and service expectations for student employees and ensure adequate staffing to support office operations. General Provide after-hours on-call support on a rotating basis for critical Card Services, access control, and supported Police and Security systems, including evenings, weekends, and holidays as operational needs require. Support continuous improvement of Card Services operations by identifying opportunities to improve processes, customer service, system utilization, training, communications, and coordination among University partners. Perform other related responsibilities necessary to support the effective operation of the Card Services Office and assigned University systems and the Campus Experience division. Education/Knowledge/Skills High school diploma or equivalent required; bachelor’s degree in management, information technology, business administration, or a related field preferred. Minimum of four (4) years of relevant experience in campus card services, higher education operations, information technology support, access control, or a related environment preferred. Demonstrated experience with computer systems, including configuration, troubleshooting, maintenance, and technical support, strongly preferred. Experience with campus card, access control, transaction management, or related systems such as CBORD Odyssey, CS Access, GET, MICROS, or comparable platforms preferred. Experience supporting access control hardware, card production equipment, peripherals, and related technology strongly preferred. Experience with database administration, data management, and SQL preferred. Experience developing or modifying reports using Crystal Reports or comparable reporting tools preferred. Experience with mobile integrations, web-based applications, system interfaces, or web content management preferred. Experience using digital communications, email marketing, social media, or other outreach platforms preferred. Previous administrative or operational experience in higher education, public safety, law enforcement support, or a similarly complex service environment preferred. Demonstrated ability to troubleshoot technical and operational issues, identify appropriate solutions, and coordinate resolution with internal departments, vendors, and other stakeholders. Demonstrated ability to manage multiple priorities, projects, and service demands in a fast-paced environment while maintaining accuracy and attention to detail. Strong organizational, time-management, and follow-through skills. Excellent customer service and interpersonal skills, with the ability to provide professional, responsive service to students, employees, visitors, and other members of the University community. Ability to communicate and collaborate effectively with individuals and departments across the University and with external vendors and partners. Ability to work effectively both independently and as a member of diverse teams. Demonstrated ability to interact effectively and respectfully with a diverse population of students, employees, campus partners, and visitors. Ability to learn and administer multiple interconnected technology platforms and adapt to system upgrades, new applications, and changing operational requirements. Ability to participate in a significant rotating after-hours on-call schedule and respond to critical system or operational issues during evenings, weekends, and holidays as required. Ability to lift, carry, install, or move equipment and supplies weighing up to 30 pounds, with or without reasonable accommodation. undefined Work Setting: Some hybrid-flexible scheduling possible, however, significant on campus presence is required. The salary range for this role is $24-$40 per hour. Salary Transparency Suffolk University provides salary ranges as a good faith estimate of what it reasonably expects to pay for a role at the time the position is posted. The actual salary offered to the selected candidate will depend on various factors, including, but not limited to, the position’s scope and responsibilities, the candidate’s experience, education, training, and applicable legal requirements. The listed pay range reflects base salary only and does not include additional benefits or compensation. Equal Opportunity Statement Suffolk University does not discriminate on the basis of race, color, ethnicity, religion, national origin, sex, gender, gender identity or expression, sexual orientation, age, disability, military status, or any other characteristic protected by applicable law. We welcome applications from qualified candidates of all backgrounds, perspectives, and experiences. The University strives to recruit, develop and retain faculty and staff committed to educational excellence, the robust exchange of ideas, and engage in membership in a diverse and inclusive community. Suffolk University is a private, urban university located in the heart of downtown Boston. Our college green is the Boston Common and we are steps from dozens of historic sites including the Old State House, Faneuil Hall, City Hall and the Massachusetts State House. We have no real boundaries to our campus—Boston and Suffolk blend together. Suffolk has been committed to creating an exceptional learning experience since 1906. Our vision is to be recognized as a dynamic institution that fosters engaged learning, rigorous scholarship, innovative thinking, and community collaboration across disciplines. We will ensure that Suffolk graduates are versatile and prepared for modern society and the new world market. We will provide rich curricula, experiential learning opportunities and professional mentoring through increased collaboration with alumni and community partners. We will recruit, mentor, and support a diverse faculty of teacher-scholars who are passionately committed to preparing our students to be leaders in the global community. We will inspire investment in a Suffolk community that is built on ethical, forward-thinking leadership, teamwork, and cooperation. Here is a message from Suffolk University's President, Marisa Kelly.