ANALYST, IT, SR (Academic Service Manager)

Job description


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ANALYST, IT, SR (Academic Service Manager)
Duke OIT - PACE / Academic Services

POSITION SUMMARY

This position serves as a service manager for academic technology initiatives, supporting service design, implementation and operational integration for initiatives to advance new and emerging technologies and technology practices in support of Duke's academic mission. The academic service manager will work with the service owner and technical owner to manage the end-to-end lifecycle of one or more academic initiatives within OIT. This position specifically supports academic and co-curricular programming around new and emerging technologies, services, and practices.

This position reports to the Director of Projects, Service Adoption, Communications & Engagement with a secondary report to the Assistant Vice President for OIT Academic and Research Services. This position will work closely with OIT units, the Library, distributed IT unit management, operational departments, service owners, systems administrators and support services. This position will support other academic IT and service management activities as necessary.

The ideal applicant will have demonstrated significant experience as an academic technologist in a higher education technology support setting with relevant experience in one or more information technology domains, including the support of campus-wide higher education academic technology initiatives, commercial and open source software initiatives, telecommunications, online learning solutions, or other significant academic technology support and service experience. Experience in higher education and in particular, the support of academic technology initiatives in a higher education setting is required.

DUTIES & WORK PERFORMED

Specific responsibilities include
  • Management of program, budget, for select academic technology initiatives.
  • Hire, schedule and supervise full time staff, part time staff, contractors and interns as needed.
  • Manage campus grant programs and opportunities for project-based inquiries into new technologies, through funding of pilot programs, software development, or other means.
  • Provide yearly thematic co-curricular programming around new technology topics.
  • Work with faculty to identify new ways to incorporate academic technologies and technology practices into courses, projects, or research.
  • Work with Co-Lab leadership in identifying and supporting academic technology events, activities, themes, outreach, etc.
  • Assist in promoting new academic technology opportunities, including grants, workshops, speaking events, etc.
  • Work with faculty and staff to secure extramural funding for research and implementation initiatives around new and emerging technologies and practices.
  • Partner with Academic and Media Technologies, Learning Innovation, and others campus organizations to experiment with and evaluate new technologies and practices.
  • Represent OIT & Duke nationally by attending and presenting at conferences and events focused on teaching, learning, and emerging academic technologies and practices.
General Responsibilities
  • Maintain a "big picture" view of a service and how it fits into the OIT service portfolio and Duke's Information Technology strategy.
  • Understand the needs of customers and work closely with OIT teams to support those needs.
  • Collect and assess information on needs, trends, and performance, which is used to maintain, enhance, change, or retire services as appropriate in the service lifecycle.
  • Keep the Service / Functional Owner and leadership apprised of key issues including challenges, financial health, service interruptions, opportunities, enhancements, etc.
  • Serve as the escalation point person for resolution of major service outages.
  • Collect, maintain, and report on service metrics, and monitor service level targets.
  • Draft, maintain, and update service assessment quarterly as needed).
  • Identify and communicate significant budget variances to the Service / Functional Owner in a timely fashion.
  • Make decisions and recommendations to sustain and improve the service.
  • Work with OIT Finance, Customer Support, and other IT staff to ensure a balance among financial, customer, and technical needs.
  • Update Service Catalog entries (if the service is listed in the Catalog).
  • Assist with negotiations related to vendor contracts and maintain vendor relationships.
  • Develop the service roadmap, strategy and approach, including defining the goals and benefits that will be delivered.
  • Serve as liaison among various computing groups to ensure openness, sharing, and collaboration at all relevant levels. Work with groups on campus to help give their innovations presence and help incubate their ideas. Work to get buy-in from stakeholders on relevant projects to ensure sustainability.
  • Collect, analyze and react to customer satisfaction surveys and research
  • Responsible for user experience and adoption of the service offering
  • Responsible for all customer feedback mechanisms
  • Communicate with stakeholders across the university to build endorsement and to solicit input to improve the service.

EDUCATION

Required: Bachelor of Arts or Bachelor of Science Degree, or equivalent combination of relevant education and experience.
Preferred: BA/BS in media technology or related field.

EXPERIENCE & SKILLS

Required
  • Minimum of five years developing and/or implementing digital and interactive media solutions (in a university or large enterprise setting).
  • Experience with higher education academic technology service management, project management, and software development lifecycle methodologies.
  • Understanding of IT services, applications and solutions at a level sufficient to successfully engage directly with faculty, students and staff and other professionals.
  • Strong understanding of project management concepts sufficient to serve as an additional project management resource in one-off activities. Deep understanding of industry best practices associated with higher education academic technology support is required.
  • Demonstrated capability in using requirement, project management and service management skills and experience to improve on-time delivery, customer satisfaction or development cost of multiple solutions in the higher education academic technology setting.
  • Excellent planning, organizational, and communication skills (verbal, written and presentation); including the ability to successfully communicate and collaborate within teams of peers and with a wide variety of customer stakeholders of various backgrounds and organizational levels.
  • Demonstrated interviewing, listening and facilitation skills to engage with stakeholders to fully understand their business needs and requirements in a constrained period of time.
  • Ability to work in a demanding, fast-paced environment and possess the ability to handle multiple concurrent activities while remaining flexible and projecting a positive attitude.
  • Ability to be an effective team member and individual contributor in a fast-paced, multi-project and multi-unit environment.
  • Strong work ethic, management skills and detail-oriented work style, with the ability to self-manage and work proactively and effectively to meet established deadlines and project goals.


Requisition Number
401529977

Location
Durham

Duke Entity
CENTRAL ADMIN MANAGEMENT CTR

Job Code
2426 ANALYST, IT, SR

Job Family Level
D

Exempt/Non-Exempt
Exempt

Full Time / Part Time
FULL TIME

Regular / Temporary
Regular

Shift
First/Day

Minimum Qualifications
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Education

Refer to Job Description

Auto req ID

107936BR

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender expression, gender identity, national origin, race, religion, sexual orientation, or veteran status.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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Job No:
Posted: 12/13/2018
Application Due: 2/11/2019
Work Type:
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