ServiceNow administrator functions, including assigning user/group roles and permissions. Maintain knowledge bases and articles using HTML and CSS. Ensure articles meet Web Content Accessibility Guidelines. Coordinate with stakeholders to determine needs and walk through necessary steps and ensure the accuracy of the information in articles.

Counsel returning drop/withdraw students on education and career aspirations. Documentation of conversations and ensuring student requests are processed correctly; failure to do so is higher stakes than in new student enrollment, as typos in data entry can cause issues within Banner. Role requires ability to anticipate student concerns and communicate policies and procedures clearly to an audience unfamiliar with our internal processes, so that they can feel confident moving forward and maintain awareness of where they stand and what their next steps need to be.Successfully lobbied for update to RN-MSN readmission policies banning all readmission to the program, and got them reviewed on a case by case-basis. Policy was later rescinded entirely.Worked with FNP team in new student enrollment to coordinate efforts on those returning students wishing to change majors into that program. Guided ECs through readmission process so they could see the full scope of what we are doing start to finish. Upon better understanding their part, we were able to set new contact protocol between Readmission and FNP team.

Spoke with prospective students about their education and career aspirations, helped match their needs to an IT degree plan and guide them through the enrollment process using SalesForce software.Role requires ability to anticipate concerns and needs of students enrolling and counsel them on their long-term plans and how school fits into their day-to-day life. Also required ability to anticipate possible issues with enrollment and troubleshoot them if they cannot be avoided, and coach students on possible action plans to address those issues.Took escalation calls for enrollment issues.Served as new hire mentor for new enrollment counselors.Provided quality coaching for fellow ECs with students in danger of escalation, recommended techniques for relaying information on admissions requirements and degree content to put students at ease.Led several educational seminars for coworkers over IT certificates offered by WGU, including information covered, relation to degree plans, and proper messaging for students pursuing certs to meet WGU admissions requirements, and which degrees translate to which roles in information technology.Oversaw additional New Hire training for enrollment, acclimating new hires to Careforce, IT programs and certificates offered at WGU. Delegated and oversaw development of individual training modules by other Enrollment Counselors and personally developed and presented several.