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Job Description

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees bring their energy, creative problem-solving skills to their work and are dedicated to building stronger minds and a healthier world. UW is Committed to attracting and retaining a diverse staff, your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Finance, Planning, and Budgeting (FPB) encompasses the major central financial, planning, and budgeting functions for the University of Washington, including:

+ Finance & Budget Strategy

+ Institutional Analytics & Data Support

+ Policy, Planning & State Operations

+ University Business Services

Within FPB, the Procurement Services, the **Customer Service Specialist** supports the efficient and compliant use of UW procurement and financial systems. This position delivers high-quality customer service to academic and central departments across all UW campuses, ensuring users have the guidance, technical support, and resources needed to effectively navigate procurement processes, maintain compliance with policies and regulations, and achieve operational success.

The role serves as a subject matter expert across multiple procurement and financial platforms, translating complex system functionality and regulatory requirements into clear, actionable guidance for a diverse customer base. By providing front-line technical assistance, analyzing and resolving procurement issues, and contributing to continuous process improvements, this position helps safeguard institutional compliance while promoting efficiency and user satisfaction.

Through collaboration with project teams, training partners, and campus stakeholders, the Customer Service Specialist also plays a key role in system enhancements, policy adoption, and change management efforts. The position directly contributes to financial stewardship, risk mitigation, and the advancement of service excellence across the University.

Duties & Responsibilities:

Customer Service & System Expertise

+ Serve as the primary point of contact for procurement, financial, and reporting system inquiries, delivering high-quality customer support across phone, email, and written correspondence

+ Act as a subject matter expert (SME) in UW financial and procurement systems, maintaining expertise in the procure-to-pay cycle including supplier onboarding, purchasing, payments, budget reconciliation, and reporting

+ Stay current on new functionality, system enhancements, and regulatory changes to ensure compliance with University, state, and federal requirements

+ Troubleshoot and resolve system and policy-related issues (e.g., user access, account coding, taxability, supplier availability, payment status), escalating complex cases appropriately and communicating context clearly

+ Provide consultative guidance to staff, faculty, and suppliers on procurement policies, options, and best practices

+ Lead improvements in customer service processes including intake, escalation, and resolution to enhance efficiency and service quality

Compliance & Financial Analysis

+ Ensure compliance with procurement and payment policies by advising staff, faculty, and suppliers on University, state, and federal regulations

+ Research and analyze financial issues, collaborating with process partners to recommend and implement corrective actions

+ Reconcile supplier statements and University accounts, identifying discrepancies, resolving budgetary commitments, and addressing supplier liabilities

+ Apply accounting principles to assess budgetary impacts, resolve interface issues, and provide recommendations to fiscal staff and administrators

+ Leverage financial reports and data analysis to generate insights and support decision-making

Project & Change Management

+ Represent Procurement Services on cross-functional project teams, serving as liaison for supplier relationships and campus stakeholders

+ Partner with project managers, analysts, and user groups to recommend process enhancements, define business rules, and support system implementation

+ Gather and analyze user feedback to propose and communicate system and process improvements

+ Contribute to change management initiatives including development of demos, training materials, website content, forums, and outreach campaigns

+ Monitor adoption of system and policy changes, gathering feedback to refine training and outreach strategies

+ Collaborate with the Training Team to identify needs and support campus-wide procurement knowledge development

Documentation, Reporting & Process Improvement

+ Develop and maintain resources including FAQs, email templates, webforms, website/intranet content to ensure accurate, consistent communication with stakeholders

+ Document and update customer service procedures to align with best practices

+ Create and monitor customer service metrics (daily, weekly, monthly) to track performance and inform process improvements

+ Support onboarding and cross-training of team members to promote knowledge sharing and service consistency

+ Participate in departmental strategic initiatives and continuous improvement efforts, applying Lean methodology and workflow analysis to drive efficiency

Requirements:

+ Bachelor’s degree and three years of progressively responsible experience working with financial, procurement, and/or supplier management systems, with demonstrated success in providing customer support in these environments

+ Effective verbal and written communication skills to develop documentation, training, and customer-facing resources, and to convey complex information with clarity

+ Demonstrated ability to collaborate on project teams, applying data-driven decision-making and success metrics to evaluate outcomes and support process or system improvements

+ Proficiency with Microsoft Office Suite (Outlook, Word, PowerPoint, OneDrive) and intermediate to advanced expertise in Excel, including use of formulas, pivot tables, and data analysis to support compliance, reconciliation, and reporting needs

Desired:

+ Experience using content management systems such as Drupal

+ Experience working with state university or other state institution systems

+ Experience leading project teams

+ Preference will be given to candidate with UW systems experience

Compensation, Benefits and Position Details

Pay Range Minimum:

$69,720.00 annual

Pay Range Maximum:

$77,652.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is proud to be an affirmative action and equal opportunity employer (https://hr.uw.edu/eoaa/) . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080) .

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.