Travel And Program Support Specialist
University of Tennessee, Knoxville
Knoxville, TN
Full-time
Administration / Clerical
Posted on April 26, 2024
Job Announcement
University of Tennessee, Knoxville
Center for Global Engagement
Travel and Program Support Specialist
Regular Full Time – Non-Exempt
UT Market Range MR06 expected salary $35,000 - $43,000
The Center for Global Engagement, (CGE), is hiring a Travel and Program Support Specialist to join our Global Security Risk and Resilience team. CGE is comprised of six units (English Language Institute, the International House, Global Security, Risk and Resilience, International Student and Scholar Services, Programs Abroad, Global Research, Innovation and Partnerships) who are responsible for working throughout campus, across Tennessee and around the world to provide enriching and diverse international experiences for faculty, students and scholars.
The University of Tennessee, Knoxville (UTK) is Tennessee’s flagship university and premier public research institution. We are an R-1 land-grant university with approximately 30,000 students, 9500 faculty and staff, 11 colleges, and over 300 degree programs. There are more than 1600 international students and scholars on the UTK campus. The University is located on a 580-acre campus in the city of Knoxville in eastern Tennessee, near the Great Smoky Mountains. The University of Tennessee Knoxville campus is seeking candidates who have the ability to contribute in meaningful ways to the diversity and intercultural goals of the University.
The City of Knoxville is a hidden gem surrounded by eight gorgeous lakes, with a beautiful and walkable downtown, a diverse music scene including internationally recognized festivals, active neighborhoods, unique restaurants, and a robust offering of diverse cultural and outdoor activities. UTK is located within easy driving distance to the Great Smoky Mountains, Atlanta, Nashville, Asheville, Charlotte, Louisville, and Cincinnati. It is only a day’s drive to Memphis, Chicago, and Washington D.C. Knoxville and the surrounding counties have a population of more than 850,000 people.
Position Summary
As a member of UTK’s Center for Global Engagement (CGE) and Office of Global Security, Risk, and Resilience (Global Risk), the Specialist, Travel and Program Support helps oversee, manage, and coordinate various processes and tasks, especially those related to UTK’s international travel approval and registration processes. This includes being well-versed in and enforcing the university’s policies and procedures; advising and assisting students, faculty, staff, and other university stakeholders as they navigate various processes, policies, and procedures; and troubleshooting to resolve issues that arise throughout the course of this work. This individual will also assist in the creation and administration of information resources and learning materials, including website content development and maintenance, as well as assist in data creation, management, and reporting, event coordination, leading information sessions and trainings, and other duties and special projects as needed to assist Global Risk, the Programs Abroad Office, and CGE.
Additionally, while based in Global Risk, this position will provide support to the Programs Abroad Office (PAO) in its work, specifically related to managing a portfolio of programs, the program petition process, and engaging with students and program leaders to help prepare them for their time abroad. The position plays a key role in managing the relationships between CGE, Global Risk, PAO, and other departments, schools, colleges, and campuses. As part of this role, the individual will help conduct outreach efforts to these and other internal/external stakeholders and may assist in efforts to educate these stakeholders and the larger UTK community about issues related to international travel and related university policies and processes.
Position Responsibilities
· International Travel Support – Travel Request and Registration Management
o Support the implementation of CGE global risk management and mitigation practices.
o Oversee the submission and processing of international travel requests and registrations from faculty, staff, and students.
o Serve as the primary unit specialist for Terra Dotta, UT’s student application and travel registration system. Troubleshoot and develop solutions for technical aspects/issues associated with the system, including implementation of new programs/processes.
o Ensure compliance with university policies and relevant regulations. Reviews travel requests and registrations to ensure they align with university policies and guidelines.
o Serve as the point of contact for inquiries related to international travel. Provides guidance to travelers on the completion of travel request forms and processes. Provides excellent customer service to travelers, addressing concerns, and resolving issues promptly. Collects feedback from travelers to enhance the overall travel experience.
o Monitor travel advisories issued by the US State Department and other authorities and follow the necessary protocol for students/faculty/staff related to high-risk travel.
o Communicate travel policies and procedures to university stakeholders. Schedule and leads information sessions as necessary on international travel request and registration processes, International SOS, and any applicable international insurance information to students, faculty, and staff.
o Monitor and update resources as necessary, including any relevant webpages, forms, and/or materials in Terra Dotta/the travel registry.
o Collaborate with risk management teams to assess and mitigate potential risks associated with international travel. Coordinate scheduling and information sharing with high-risk travel advisory committee, maintenance of resources that help the university community understand locations that are considered high risk and assists in high-risk travel exception submissions and reviews.
o Identify opportunities for process improvements and automation in travel management. Stays informed about industry best practices and technological advancements in travel management.
o Collaborate with other university departments, including academic affairs, finance, and legal, to ensure holistic support for international travelers. Participate in university committees or working groups related to international travel/support.
· Programs Abroad Office (PAO) Support
o Develop and manage a portfolio of Faculty-Directed Programs designed to support PAO and CGE strategic initiatives (e.g. Cohort-based or group-based programs; field study programs; programs led by special interest groups across campus).
o Develop and manage framework to evaluate program portfolio, considering safety, risk management, academic integrity, and financial viability for students. Work with program leaders to collect, review, and develop materials and other resources related to risk and emergency management and/or program development.
o Work with faculty, staff, and departments to determine their programmatic visions and needs in areas included in program portfolio.
o Support the development and delivery of student programming across campus, including health and safety procedures and best practices, general pre-departure information, preparing and unpacking expectations for experience abroad, reflection, and re-entry.
o Review student petitions for programs outside of the approved PAO portfolio for risk, academic integrity, accreditation, and other standards of good practice. Guide petitions through review and approval processes.
o Review and approval of Travel Requests and coordination of expense reports for Faculty-Directed Programs in program portfolio.
o Perform international site visits to institutions and program providers and attend applicable conferences and/or professional development opportunities as budget and schedule allow.
· Communications, Data Collection, and Data Analysis
o Maintain accurate records of international travel requests, approvals, and registrations. Generate reports on travel activities, expenses, and compliance metrics.
o Support with data analysis and reporting, including the preparation of the annual Open Doors report, annual reports for UT Colleges and leadership, and ad hoc data requests.
o Develop annual reporting around partnerships and exchanges that informs direction for current and future partnerships.
· Other Duties
o Serve as part of a 24/7 rotation to answer emergency telephone calls from education abroad program leaders and students and address their needs immediately.
o Maintain a position-specific standard operating procedures handbook/resource.
o Assist in tracking expenses and reporting on budgetary compliance.
o Complete special projects and other duties as assigned.
o Maintain active participation in professional organizations affiliated with international programs, global risk management, and study abroad.
Qualifications :
Education and Experience Required:Bachelor’s degree required. At least three years of experience working in travel management, international education, student services, academic advising, international engagement/affairs, global learning, or a related field.
Education and Experience Preferred: Experience with project management. Experience with global cross-cultural interactions and engagement, which might include living, working, or studying abroad, is preferred.
Knowledge, Skills and Abilities Required:
· Working knowledge of higher education global programs, standards, requirements, and practices.
· Ability to make independent decisions regarding the completeness and accuracy of international travel registrations and travel requests or other program materials and follows up accordingly.
· Ability to be diplomatic and professional when working with the university community and other stakeholders to explain processes and resolve issues.
· Ability to handle multiple projects and priorities at once and manage time effectively.
· Ability to work collaboratively in a diverse and dynamic university environment and build and maintain effective relationships with individuals from culturally-diverse backgrounds.
· Has strong organizational, communication, and critical thinking skills, with a committed attention to detail.
· Ability to work periodic evening and weekend hours.
· Ability to travel domestically and internationally.
· Ability to manage emergency situations involving students, faculty, and staff studying or working abroad.
Knowledge, Skills and Abilities Preferred:
· Excellent project management skills, and ability to map procedures and processes across departments.
· Ability to engage others toward a common vision or goal.
· Experience with global cross-cultural interactions, which might include living, working, or studying abroad.
· Knowledge of/past experience with using Terra Dotta software or other travel management systems and tools.
