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Business and Communication Technology Manager

Employer
Northern Arizona University
Location
Flagstaff

Job Details



Business and Communication Technology Manager

Location: Center for International Ed
Regular/Temporary: Regular
Job ID: 607054
Full/Part Time: Full-Time

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.



Special Information

To receive full consideration, please 1) complete the standard online NAU application 2) submit a cover letter and resume.

This position is posted as Business and Communication Technology Manager, which is a working title. The NAU system title for this position is Program Manager.

Job Description

The Center for International Education (CIE) at NAU seeks a Business and Communication Technology Manager to join our team. Reporting to the Director of the Center for International Education, the Business and Communication Technology Manager is a positive, team-oriented and approachable professional who will serve ensuring CIE's ability to provide timely and excellent-quality services to current and incoming students by ensuring that technical processes and communication needs are resolved through technical expertise, project management skills, intra- and inter- departmental collaboration and attention to detail with a great customer service attitude.

CIE is comprised of seven divisions designed to serve international students and scholars and Education Abroad participants from the stage of prospect all the way through graduation or departure from a short-term experience at NAU. This position will work primarily with designing and managing communications with international students from first contact with NAU through admission and support communications campaigns through CIE's support divisions throughout the student's experience at NAU. Another important role for to fulfill in this position relates to educational partnership management. As such, a commitment to service, detail, and CIE's vision and mission is critical for success in this role.

Technical and Functional - 50%
  • Possess technical knowledge of University systems and the Salesforce environment, serves as a subject matter expert and understands the university-wide implications of business processes and communication plans.
  • Employ advanced knowledge of Oracle, Python, My SQL, Trello, and relevant PeopleSoft processes, such as 3C Engine/Mass Change, Lettergen, Commgen, setting up communications and communication checklists (categories, contexts and speed keys), back-end loading, Communication Management, among others.
  • Collaborate with external departments to perform ‘Update and Fix' testing of PeopleSoft business processes.
  • Employ technical knowledge of Business Objects/Enterprise Reporting, Tableau, IBM Cognos and others as it pertains to the reports utilized by the functional area.
  • Maintain expert-level knowledge of the population(s) and data points required for all CIE, across multiple systems.
  • Serve as the department's lead in developing, implementing, managing and evaluating the Salesforce Marketing Cloud system.
  • Develops and utilizes in-depth knowledge of email and journey personalization, leveraging Salesforce CRM data (building Salesforce reports, creating imports and utilizing data extensions).
  • Employ specialized Marketing Cloud coding (AMPscript) language for use in email and journey personalization.
  • Create Marketing Cloud landing pages and forms in Cloud Pages, as needed.
  • Build and test email templates within Marketing Cloud: manage set-up, proofing, change rounds, QA, correct rendering across all web browsers and mobile devices, and accurate personalization features.
  • Work closely within the departmental leadership team to develop and deploy necessary data and email automations using Marketing Cloud Automation Studio.
  • Work with internal EMSA Business Analysts, ITS developer team members and external vendors to create personalized and automated customer journeys using Marketing Cloud Journey Builder.
  • Conduct quality assurance reviews and deliverability testing to ensure the accuracy of email deployments.
  • Troubleshoot technical issues by consulting with ITS.
  • Create and implement a Salesforce and Marketing Cloud knowledge-transfer plan for other Data and Distribution team members.
  • Contribute to the development of CIE communications within Marketing Cloud.
  • Report on individual and journey results; timing, length, quantity (communications and records), interactions/engagement, population segments, etc. and advise on improvements for next cycle.
  • Serve as the department's lead in developing, implementing and managing the integration of communications with the new Salesforce event management software, Target X:
  • Possess a functional knowledge of Target X as it pertains to communications, event registration, and reporting.
  • Create communication templates within Target X.
  • Identify and create triggers for sending communications.
  • Track and report registration for events to send appropriate follow-up communications (RSVP reminders, surveys, venue changes, etc.)
  • Document processes and train other Data and Distribution team members.
  • Program coordination and management:
  • Learns and is capable of managing the coordination of special academic programs' activities, including advising, recruiting, curriculum articulation, and affiliate status management.
  • As needed, participate, or manage the coordination of special academic programs' activities, including advising, recruiting, curriculum articulation, and affiliate status management.
  • Makes administrative/program decisions regarding student petitions, appeals and changes to program of study.
  • Interacts with and serves as liaison for students, faculty, staff and partners at special academic programs in facilitating program academic objectives and student success.
  • Maintains program usage statistics, analyzes student data; prepares reports and makes recommendations to improve retention and program success.
  • Confers with and advises staff, students and others to provide technical advice, problem solving assistance, answers to questions and interpretation of program goals and policies
  • Evaluates program effectiveness to develop and implement improved methods; devises evaluation methodology and implements; analyzes results and takes proper action based on outcome; develops or supports development of program academic policies
  • Maintains positive and productive working relationships with special academic programs' leadership and program counterparts.
  • Develops informational materials and policy documents, tracks delivery of information and coordinates with CIE and special academic programs to track students entering program and during enrollment at NAU.
  • Collaborates and/or supports the recruitment team to promote with eligible special academic programs' students continued enrollment into Accelerated Master's, 2+2, and other programs based on assessment and analysis of student data.
  • Supports the recruitment team in recruitment and orientation presentations for prospective students and participants in program.
  • Tracks special academic programs' applicant status working closely with Admissions and Evaluations and with ISSS.
  • Makes decisions on acceptance of students eligible for admission by faculty recommendation as member of faculty recommendation committee.

  • Leadership - 30%
    • Assist and support the Director by managing the daily project operations of CIE in Partnerships, Communications, and Marketing.
    • Create and manage an internal ticketing system through Jira or other pertinent platforms to track and advance projects and internal initiatives that will enhance CIE's capacity to support international students and international student enrollment.
    • Create and maintain a detailed, unified database and dashboard of international partnerships and agreements.
    • Interact and develop partnerships with other departments and work units to attain departmental goals and objectives.
    • Conduct research, as appropriate, for projects or initiatives within the work unit.
    • Participate in strategic planning sessions and become informed of the needs for solutions within CIE.
    • Collaborate with communication management at NAU level to plan and ensure the timely distribution of ALL outbound digital and print communications.
    • Foster a culture of openness and collaboration.
    • Continuously review and improve processes, procedures, and reporting, and ensure these are documented and updated in manuals and made available to CIE stakeholders.

    Organizatonal and Administrative - 15%
    • Maintain comprehensive and up-to-date documentation in a procedural manual.
    • Manage the communications schedule, ensuring deadlines are met.
    • Complete and assign tasks in Workfront.
    • Develop efficiencies, streamline processes and implement changes, as needed.
    • Other duties as assigned.

    Other - 5%
    • Other duties as assigned.


    Minimum Qualifications

    • Bachelor's degree in field appropriate to area of assignment, AND
    • One to two years of project management experience, AND
    • Two to fours years of related professional experience including:
      • Direct and relevant systems and communications experience,
      • Progressively responsible administrative coordinative program experience; OR,
    • Any equivalent combination of experience, training and/or education.


    Preferred Qualifications

    • Scrum Master certified.
    • Direct experience with Project management, Databases, Programming, and reporting and ticketing suites.
    • Direct experience working on or closely with the Data and Distribution team.
    • Direct experience working on or closely with business analysts and IT departments at a University setting.
    • Email Marketing: experience in Marketing Cloud (preferred) or strong knowledge of ExactTarget/SMC, MailChimp, or similar email marketing tool.
    • Experience or familiarity with Customer Relationship Management (CRM) systems.
    • Demonstrated ability to efficiently and effectively solve problems and initiate and implement projects independently.
    • Skill in coordinating projects, evaluating data and establishing priorities.
    • Effective communication skills.
    • Ability to represent the office and the university in a professional manner.
    • Commitment to diversity and ability to work with a diverse student, staff and faculty population.
    • Demonstrated ability to maintain a positive attitude that will promote a healthy cultural climate in the department and across the division.
    • Demonstrated capacity to adapt to change.
    • Experience working in higher education.
    • Ability to proficiently read and communicate in Mandarin Chinese.


    Knowledge, Skills, & Abilities

    Knowledge
    • Proven success working in a highly collaborative team environment.
    • Experience working with PeopleSoft, Business Objects/Enterprise Reporting, Jira, Trello, Oracle SQL, MySQL, Python and Sunapsis.
    • Strong experience working with data from multiple sources and in various formats including but not limited to TXT, CSV, and Excel files.
    • Knowledge of best practices for email creative, segmentation, dynamic content, testing methodologies, deliverability and adherence to CAN-SPAM Act and similar laws throughout different geo-locations that NAU communicates with, e.g. Canada's Anti-Spam Law (CASL), or Europe's GDPR.
    • Experience with ABOR university data structure to support Marketing Cloud architecture decisions.
    • Experience working with Microsoft Word creating, formatting, and merging documents.
    • Familiarity with advanced Microsoft field coding.
    • Commitment to providing exceptional customer service and desire to support the success of NAU students.

    Skills
    • Strong organizational skills.

    Abilities
    • Ability to work well with people from diverse backgrounds.
    • Ability to prioritize and complete multiple tasks in a timely fashion.
    • Ability to communicate with stakeholders in a professional and positive manner.
    • Ability to provide excellent customer service.


    Background Information

    Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment. You may also be required to complete a fingerprint background check. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

    Salary

    Salary range begins at $70,000. Annual salary commensurate with candidate's qualifications and related experience.

    FLSA Status

    This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

    Benefits

    This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. NAU is a tobacco and smoke-free campus. Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of the pay period following election. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of the pay period following election.

    Learning and Development

    Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

    Application Deadline

    April 10, 2023 at 11:59 p.m.

    How to Apply

    To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

    If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

    Equal Employment Opportunity

    Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

    Know Your Rights Poster

    NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.



    To apply, visit https://hr.peoplesoft.nau.edu/psp/ph92prta/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=607054&PostingSeq=1







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    Organization

    About Northern Arizona University

    Northern Arizona University sits at the base of the San Francisco Peaks, on homelands sacred to Native Americans throughout the region. We honor their past, present, and future generations, who have lived here for millennia and will forever call this place home.

    Founded in 1899, Northern Arizona University is a community-engaged, high-research university that delivers an exceptional student-centered experience to its nearly 28,000 students in Flagstaff, at 22 statewide campuses, and online. Building on a 123-year history of distinctive excellence, NAU aims to be the nation’s preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond. NAU is committed to meeting talent with access and excellence through its impactful academic programs and enriching experiences, paving the way to a better future for the diverse students it serves and the communities they represent.

    Why work at Northern Arizona University?  

    Vision 
    NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

    Mission
    NAU transforms lives and enriches communities through high-quality academics and impactful scholarship, creative endeavors, and public service.

    Commitment
    NAU will educate, support, and empower students from all backgrounds, identities, and lived experiences to reach their full potential and contribute to a more just, equitable, inclusive, prosperous, and sustainable future.

    NAU- 2025 Elevating Excellence Priorities

    • Academic Excellence
    • Student Success
    • Commitment to Indigenous Peoples 
    • Impactful Scholarship
    • Mission Driven and Diverse Faculty and Staff
    • Community Engagment 
    • Sustainable Stewards of Resources 

    Diversity

    Northern Arizona University is committed to bringing excellence to our campus through a variety of backgrounds, skills, experiences, and perspectives.  We respect and value diversity among our faculty, staff, and students.

    Learn more about our affirmative action plan and commitment to diversity.

    Benefits for Northern Arizona University Faculty and Staff 

    Why work at NAU?

    Why choose Flagstaff?

    Flagstaff has a population of about 70,000, rich in cultural diversity. Located at the base of the majestic San Francisco Peaks, Flagstaff is 140 miles north of Phoenix at the intersection of Interstate 17 and Interstate 40.With its elevation of 7,000 feet and four-season climate, Flagstaff is ideal for year-round outdoor activities. Nearby attractions include the Grand Canyon, Lowell Observatory, Oak Creek Canyon, Sedona, Monument Valley, Sunset Crater, Meteor Crater, and Arizona Snowbowl.

    Flagstaff was recently ranked the 6th Least Stressful City in the United States by SmartAsset.com.  Come see what Flagstaff is all about and search our job openings to see what NAU can offer to you.

    Northern Arizona University across Arizona

    NAU also has a variety of statewide campuses that are employees work at including, but not limited to:

    • NAU- Yuma
    • NAU- North Valley (Phoenix, AZ)
    • NAU- Phoenix Biomedical Campus 
    • and many of our Arizona Community Colleges 

    Diversity

    Northern Arizona University is committed to bringing excellence to our campus through a variety of backgrounds, skills, experiences, and perspectives.  We respect and value diversity among our faculty, staff, and students.

    Learn more about our affirmative action plan and commitment to diversity.

    For any questions about Northern Arizona University or employment opportunities please contact HR.Contact@nau.edu

    Company info
    Website
    Telephone
    928-523-2223
    Location
    PO Box 4113 Flagstaff, AZ 86011
    Flagstaff
    AZ
    86011
    United States

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