Associate Director – System Administrator and Customer Service

Posting Details

Job # 036760 Department Code 37401-1092 Department Office of Housing, Meal Plan & ID Card Services Job Title Associate Director – System Administrator and Customer Service Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S6 FLSA Status Exempt Hours

Standard University business hours

8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description

The Associate Director, Systems Administrator and Customer Service serves as the systems administrator within the Housing, Meal Plan, and I.D. Card Services Office ( HMPID ) to manage meal plans in excess of $40M, campus card funds, conference billing and ID Cards. Oversee the overall customer service operation of the department. Production of all ID Cards for SU and ESF, sponsored associates and others (approximately 10,000 cards annually). Monitor all Odyssey transactions, including meal plan and campus fund activity, for large or unusual transactions and patterns in usage. Monitor meal plan usage and communicate with students who have questions and concerns about meal plans. Work with the Summer Conference/Assignments Coordinator to activate summer meal plans and perform conference planning and billing. Perform the monthly GET reconciliation and settle any disputes of charges.


Bachelor’s degree required, plus seven of relevant work experience in higher education. Master’s degree preferred. Proficient with operational, analytical, and problem-solving skills. Strong communication skills and the ability to lead in a team environment. Organizational skills are essential.

Job Specific Qualifications

Proficient with Microsoft Office, multi-tasking, ability to meet deadlines, working on a team. Higher education experience working with students and parents required. Ability to interpret policy and procedures and make independent decisions affecting Syracuse University students. Strong data analytic skills. Organizational skills are essential. Proven ability to analyze processes, identify process improvement opportunities to streamline operations, improve quality of data/information and improve customer satisfaction. Ability to lead, recruit, and train staff. Establish and maintain relationships with staff across the University, and effectively communicate to students, families, staff, and faculty.


Serve as the systems administrator within the Housing, Meal Plan, and I.D. Card Services Office ( HMPID ) to manage meal plans, campus card funds, conference billing and ID Cards. Systems include Odyssey, GET, and Conference Host. Analyze and implement systems and processes for customer service to provide excellent customer service. Develop an overall customer service vision and mission for HMPID . Manage campus card access in collaboration with colleagues in Campus Safety and Emergency Services. Manage the usage of the mobile application GET in conjunction with Data Systems and Food Services. Research and implement new functions and emerging technology with Odyssey and GET applications to maximize offerings of the systems and improve customer satisfaction. Coordinate marketing efforts with Food Services for meal plans, campus funds, and the GET application to ensure similar messages are being shared with the university community. Manage a ticketing system to provide guest meals to sponsoring departments. Responsibility for overall ID card management including the maintenance of the system and printers, card design, ordering supplies, and training staff, etc. Manage and oversee the production of all SU and ESF ID Cards. Manage, investigate, and solve all ID Card problems.

Coordinate the overall customer/hospitality protocol for HMPID, including the customer service experience with conferences. Direct and provide training for HMPID staff on customer services guidelines and opportunities. Develop and maintain standard operating procedures for all processes related to system administration of Odyssey, GET, and Conference Host. Oversee the development of the summer conference schedule including timely and effective communication to customers.

Supervise the Hospitality and Marketing Manager who will oversee conferences and sports camps and the Office Assistants who are the front-line staff of the Housing Office. Responsibilities include answering questions related to housing room assignments, meal plans and ID cards in-person, over the phone and via email.

Monitor GET transactions and trends related to campus card fund purchases. Manage the monthly GET reconciliation in collaboration with the Auxiliary Services Business Office. Analyze student meal plan usage and develop a series of communication to students on usage. Analyze campus card fund usage and develop marketing opportunities for customer spending. Review transaction logs daily for failed transactions and bill Bursar accounts where necessary.

Physical Requirements Tools/Equipment Application Instructions

In addition to completing an online application, please attach a resume and cover letter.

About Syracuse University

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit

About the Syracuse area

Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.


Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans

Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Diverse and Inclusive Campus Community

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

Quick Link Job Posting Date 01/14/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants

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