Job location: Charlotte, NC

Employment Type: Full-time
Posted data: 2021-05-25
Req: R0003412
Please note:

• Additional documentation must be added at the bottom of the third screen under the "My Experience."
• Internal candidates must apply via the internal career portal. Do not proceed with your application from this website.
• DO NOT complete the application without the required attachments as you will be unable to edit your application.

** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Job Description Summary

The Director of Digital Solutions serves as the “voice of technology” on the SPS administrative team and is responsible for planning, implementing and managing critical digital solutions to optimize student experience and engagement. This role will collaborate with stakeholders across a variety of functions such academic operations, finance, marketing and student services to understand key business and customer (the adult learner) objectives, identify and implement technology solutions, define best-in-class user experiences, and analyze data to inform digital capability roadmaps for future enhancements. The person in this role should have an intimate understanding of the student journey and drive the creation of key deliverables such as (not limited to) service blueprints, experience maps, and digital ecosystem models that will help articulate the future state digital student experience and should be adept in implementing, administering and using key systems that impact that experience.

Job Description

Essential Functions:

• Plans and implements new technology, systems, and applications for continuous support of business and academic operations to cultivate a compelling applicant/learner/alumni experience.
• Lead digital strategy development by working with cross-functional partners to map and transition traditional processes to more effective and efficient digital ones (including self-servicing capabilities for learners).
• Create digital solution roadmaps and other design/planning tools and determine the prioritization and timing of capabilities to meet current and future state needs for SPS stakeholders.
• Lead the implementation of SPS-specific IT solutions in support of the academic and administration functions of the School. Provide direct end-user support to SPS employees as they plan for, select, configure/install, and use such systems
• Define digital experience goals and metrics - leverage those insights to inform data-driven decision making.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including cloud services, servers, PCs, operating systems (Windows and MacOS), software applications, web sites, and peripherals to ensure operational excellence.
• Develop and implement a policies and procedures manual for IT services such as procedures for onboarding and training for new users, quick-links, employee departures, and other areas to provide technical support and administrative guidelines.
• Provide for the ongoing support and maintenance of all SPS systems and applications, communicating technical solutions as they are identified or developed. Ensure the consistency and maintainability of existing applications while enforcing standards and security of these systems and applications.

• Provide Tier II support for all IT products and services at the School of Professional Studies. Support includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Collaborate with University Information Systems and other WFU partners to optimize the SPS IT ecosystem. Manage various information technology related vendor relationships.

Other Functions:

• Has a strong outcomes-based orientation (pushes self and helps others to achieve results) and has a continuous improvement mindset.
• Deals comfortably with the uncertainty of change. Effectively handles risk. Can decide to act without the total picture. Is calm and productive, even when things are up in the air. Deals constructively with problems that do not have clear solutions or outcomes.
• Creates a feeling of belonging and strong team morale. Shares wins and rewards team efforts. Fosters open dialogue and collaboration among the team.
• Learns quickly when facing new situations. Experiments to find new solutions. Takes on challenges of unfamiliar tasks. Extracts lessons learned from failures and mistakes. Expands knowledge base through ongoing curiosity.

Required Education, Knowledge, Skills, Abilities:

• Bachelor's degree in computer science, management information systems, computer engineering or other closely related field plus seven years of relevant experience or the equivalent combination of education and experience
• Proven track record of leading successful digital transformation projects
• Familiarity with the following systems: Banner Student, Canvas, Slate, Salesforce, Workday
• Understand core educational processes and associated technical solutions to support student engagement and learning
• Have an innovative and disruptive mindset, constantly looking forward

Preferred Education, Knowledge, Skills, Abilities:

• Master’s degree in computer science, management information systems, computer engineering or other closely related field
• Information Technology management experience in a higher education setting

Accountabilities:

• Responsible for own work and the work of others.

Additional Job Description

This position is based in Charlotte, NC

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.