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The Academic Resource Center is equipped to respond to a wide variety of academic personnel-related action requests for Health Sciences departments. The tables below will discuss each of these actions in depth to assist you in determining whether ARC will be able to provide you with a specific service.

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Service​​​​Service Description​​Lead Time
Service Now TriageReview incoming requests from clients and triage the case in Service Now to the correct functional area based on the nature of the request. If request is not new and relates to an existing cases, link the requests together to ensure continuity of information in the case. If the request contains multiple requests that are managed by different functional areas, separate them into two cases and assign accordingly.New cases triaged on same business day if submitted during business hours, otherwise triaged on next business day.
ARC Mainline SupportA​nswer the ARC mainline during business hours and provide clients with status updates on their requests, initiate new requests, create an escalated incident for issue cases, triage calls to the appropriate functional area and answer general questions.Calls answered as they come in, voicemails returned within 1 business day.
Unit-Specific SupportProvide support functions for the four ARC units, including: BioBib updates, linking author’s work to dropbox, collection and compilation of mentee evaluations, establishing referee ID sheet, gathering teaching evaluations, coordinating visa pick up with central office, onboarding outreach and scheduling, administering e-onboarding, employment verification, PPS entries, timekeeping reminders and logging timekeeping.Dependent on nature of request.
Infrastructure SupportSpecializes in the development and maintenance of ARC systems (Service Now, Online Personnel Information System, iShare) as well as process optimization and client engagement. Responsible for creating and maintaining process maps, standard operating procedures, Service Now template emails and other ARC-Infrastructure related materials for all ARC units. Provide general office support, as needed, for all ARC units including supply ordering, help desk tickets and mail distribution.Dependent on nature of request.