User Success Specialist

Location: San Francisco, CA

Department: Technology

Type: Full Time

Min. Experience: Mid Level

JOB SUMMARY

The User Success Specialist performs various technical, administrative, and logistical tasks as needed for systems and projects across the Technology Department. This full-time position works in Burning Man’s San Francisco office and on site in Nevada before and during the annual event in the Black Rock Desert.

Support work includes account administration, responding to help desk inquiries, and training  staff as needed on systems used by the organization. Technical responsibilities include assisting with logistics request system setup and migration, catering system configuration and meal resource production and tracking, performing quality assurance on systems to ensure operational readiness, monitoring playa events online submissions, and support for data quality projects. Administrative functions include scheduling meetings, providing AV and remote-meeting support and troubleshooting, and other tasks as necessary.

The User Success Specialist also assists the User Success Manager in long-term strategic and logistical planning for the User Success team.

The deadline to apply for this role is Monday, November 25 at 10:00am Pacific. 

DUTIES & ESSENTIAL JOB FUNCTIONS

  • User Account Administration Support on and offboarding of users across various tech systems. Provision accounts and access permissions across Google Apps, Slack, Asana, Intranet, and others in accordance with organizational policy
  • Helpdesk Support Respond to relevant user support inquiries in helpdesk. Support a migration into new helpdesk software.
  • Staff Training & Support Contribute to the creation of training materials and facilitation of group trainings or perform one-on-one training as necessary to facilitate the success of new users into various systems. Provide AV and remote-meeting support, scheduling, documentation, and note-taking for group training sessions.
  • Systems Production Support Configure and support the annual setup and configuration of event logistics request systems and other systems as necessary. Schedule and support staff trainings, contribute to documentation, and support user testing and quality assurance.
  • Forms Quality Assurance Support the user testing and quality assurance processes for participant-facing forms, including: the Volunteer Questionnaire, BRC Census, Artery Walk-up Form, Artist Feedback Form, Law Enforcement Feedback Form, SF Decompression Registration Form, and others. Support participant-facing tech issues using helpdesk software.
  • Data Quality Support Perform data coordination, inspection, and transformation for ad hoc data projects as necessary. 
  • Event Resource Support Support the receiving, production, and fulfillment processes related to resource requests. Support departmental customers on their use of catering software, schedule and support staff trainings, and support user testing and quality assurance of new functionality
  • Playa Events Moderation Supervision Support the volunteer moderators of the Playa Events Calendar submissions. Ensure that acceptance criteria policy for event posts is consistently applied and that approvals complete in time for the production of the What Where When Guide and the event. Track volunteer contributions. Support participant-facing tech issues using helpdesk software.
  • Onsite Support Tech Support in Black Rock City for onsite user and software support for catering and resource tracking and production, Playa Info, Artery, Airport and other systems as necessary.

Other Functions and Responsibilities

  • Perform other duties as assigned

LEARNING AND TEACHING

  • Documentation: Assist in the creation, publishing, and maintenance of process documentation related to your assigned duties
  • Knowledge sharing: Help acculturate and educate junior staff in Burning Man culture and business processes
  • Training development: Collaborate with the education team to develop training materials in your area of expertise, as requested
  • Learning: Pursue ongoing learning in your area of expertise, working to stay current on emergent knowledge, skills, and processes

QUALIFICATIONS

Required: 

  • 1 year project management and/or web production management experience
  • Experience using form design software
  • Friendly and approachable personality
  • Ability to learn new technologies and seek out their best practices 
  • Detail-oriented with excellent tracking skills, tenacity and follow through
  • Strong oral and written communication skills 
  • Dedicated to providing quality service
  • Consistently meet deadlines and honor commitments
  • Experience writing technical documentation 
  • Able to adapt quickly to accommodate shifting tasks, priorities and projects

Preferred: 

  • A Bachelor’s Degree or equivalent 
  • Knowledge of Burning Man; specifically Mutant Vehicles, Theme Camps, Press, Low Income Ticket Program, and Art Installations 
  • Familiarity with Burner Profiles (profiles.burningman.com) and Forms/Questionnaires within it.

REQUIRED LICENSES/CERTIFICATIONS

  • Valid driver’s license and good driving record

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

  • Off-playa:  Work is primarily sedentary in nature, no special demands are required. 
  • On-playa:  Work is primarily sedentary but will also include the need to find and meet with department representatives who may not be in the vicinity therefore this could include walking or using some form of transportation.  Some of the work will be in outside weather conditions and will be exposed to fumes or airborne particles as well as possible extremes in temperature.

ABOUT THIS ROLE

  • This is a regular, full-time position, eligible for benefits, working out of Burning Man headquarters in San Francisco, CA and in Black Rock City, NV. 
  • Burning Man is an equal-opportunity employer.
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