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CustomerIssue(s)/Topic

Tier 1 Support Area

(Routine)

Tier 2 Support Area

(Non-routine/Complex)

Tier 3 Support Area

(UNM Escalation)

Tier 4 Support Area

(Vendor Escalation)

Access and Security

All UNM Staff, Faculty, Student Employees, and Departments.

Questions regarding:

  • BAR Roles
  • Org Security in UNMJobs
  • UNMJobs Security Permissions
  • Unable to see fields or orgs in UNMJobs
  • Employment Area
    • Main and Branch Campus Faculty
    • Graduate Studies*
    • HSC Faculty
    • Staff
    • Student Employment
    • UNMTemps

*Graduate Studies does not process hires using UNMJobs.

  • Role Stewards


 

 

  • IT Applications - ERP Support

Cornerstone (CSOD)

Applying for Jobs and Logging In

External Applicant

(General public or Students that are not Student Employees)

  • Employment Area
  • HR Service Center
  • HRIT Service Desk
  • IT Service Desk

 

  • HRIT Programmer/Manager
  • IT Applications - ERP Support

Cornerstone (CSOD)

Internal Applicant

(UNM Staff, Faculty, or Student Employee)

  • Employment Area
  • HR Service Center

  • HRIT Service Desk
  • IT Service Desk
  • HRIT Programmer/Manager
  • IT Applications - ERP Support

Cornerstone (CSOD)

All Applicants
  • Browser issues
  • Page does not display
  • Errors displayed on screen
  • Website unreachable
  • Employment Area
  • HR Service Center
  • HRIT Service Desk
  • IT Service Desk
  • HRIT Programmer/Manager
  • IT Applications - ERP Support

Cornerstone (CSOD)

Banner

     
Employment Areas

Questions regarding:

  • XE - PD (Position Description)

 

HR Compensation

 

  • HRIT Service Desk
  • IT Service Desk

IT Applications - ERP Support

Ellucian

Data Feeds

  • Employment Area

Data Feed from CSOD to UNM

  • Did not arrive
  • Did not arrive on time
  • Data arrived malformed
  • Data arrived incomplete
  • Data arrived incorrect

(Outbound Data Feed)

N/A
  • IT Applications - ERP Support
  • IT Applications - COTS

Cornerstone (CSOD)

  • Conerstone (CSOD)
  • UNM IT Applications

Data Feed from UNM to CSOD

  • Did not arrive
  • Did not arrive on time
  • Data arrived malformed
  • Data arrived incomplete
  • Data arrived incorrect

(Inbound Data Feed)

N/A
  • IT Applications - ERP Support
  • IT Applications - COTS

N/A

Employee Onboarding System (EOS)

Employment Area

All questions

IT Applications

IT Applications IT Applications N/A

Hiring and Posting Jobs

All UNM departments

Questions regarding about seeing cached fields.

  • Employment Area
???
All UNM departments
  • Questions regarding the hiring process including:
    • Requisitions
    • Job Advertisements (Ads)
    • Deadlines
    • UNMJobs Navigation
  • Employment Area
    • Main and Branch Campus Faculty
    • Graduate Studies*
    • HSC Faculty
    • Staff
    • Student Employment
    • UNMTemps

*Graduate Studies does not process hires using UNMJobs.

Employment Area Supervisor

Employment Area Manager/Director

N/A

All UNM departments
  • UNMJobs errors
  • Missing or incorrect Org codes
  • Employment Area
    • Main and Branch Campus Faculty
    • Graduate Studies*
    • HSC Faculty
    • Staff
    • Student Employment
    • UNMTemps

*Graduate Studies does not process hires using UNMJobs.

  • Employment Area Supervisor

  • HRIT Programmer/Manager
  • IT Applications - Platforms

Cornerstone (CSOD)

  • UNM Affiliates
    • UNM Medical Group
    • UNM Hospital
    • UNM Foundation
    • UNM STC
  • Non-UNM Entitites
  • General public and others

 

  • All questions

 

  • Employment Area
  • HR Service Center
  • HRIT Service Desk
  • IT Service Desk

All requests in this category are from customers outside of UNM and are not supported.

Only UNM departments can use UNMJobs to hire.

N/AN/AN/A

Reporting - HR Reports

All Customers

Questions regarding access, usage, data correctness/interpretation, modification, and troubleshooting for the following reports:

  • All UNMJobs Reports
  • Position Vacancy Reports
  • EPAF Reports

HRIT Programmer

HRIT Manager

N/AN/A

Training

All CustomersOnline Training Courses and Simulations
  • HR EOD (Employee and Organizational Development)
N/AN/AN/A
All Customers

Learning Central

 

  • HR EOD (Employee and Organizational Development)
N/AN/APlateau

Websites

     

All Customers

  • Confluence - Employment Knowledge Base
    • Access
    • Errors
    • Usage

HRIT Web Designer

HR Projects Specialist

N/AAtlassian
 All Customers
  • Job Descriptions Website
    • Usage
    • Information correctness
  • Employment Area
    • Staff Positions (HR Compensation)
    • Main and Branch Campus Faculty Positions (OFAS)
    • HSC Faculty (HSC Faculty Contracts)
    • Student Positions (Student Employment)

IT Applications

N/AN/A
All Customers
  • Job Descriptions Website
    • Outage
    • System Error messages
    • Missing, incomplete, or malformed data
N/A

IT Applications


N/A

N/A

Workflow

     
Employment Area

All questions regarding workflow.

IT Applications

IT ApplicationsIT ApplicationsN/A