Job Description
Serves as an IMS service ambassador to promote IMS as a strategic partner within a given department(s). Delivers impact to the department through an in-depth knowledge of departmental operations, and the unique understanding of the business needs of the department’s faculty, staff and students. Articulates which IT services might advance unit performance to its customers. Services include but are not limited to the following: end user computing systems, network-based PC/Workstation software and hardware, systems security, data recovery, back-up procedures, and policy changes. This will be achieved by acting as the principle technology advisor to the department(s) to ensure key performance indicators are identified, continuously monitored, and leveraged to effectively shape the IT tools and systems provided that align with departmental demand and enterprise strategy. They will participate in regular meetings with the department and bring project requests or feedback regarding the delivery of services back to IMS to ensure that strategic business needs are being met. Provides updates, training, and notifications on behalf of IMS to their departments/schools.

Responsibilities

• Serves as an IMS service ambassador to promote IMS as a strategic partner which delivers impact to the department through an in-depth knowledge of departmental operations, and unique business needs of the department’s faculty, staff and students. Articulates which IT services might advance unit performance to its customers. Services include but are not limited to the following: end user computing systems, network-based PC/Workstation software and hardware, systems security, recovery and back-up procedures, and policy changes.
• Acts as the principal technology advisor to the department(s) to ensure key performance indicators are identified, continuously monitored and leveraged to effectively shape the IT tools and systems provided that align with departmental demand and enterprise strategy.
• Serves as primary point of contact for faculty, staff, and students within a specific department or unit whom require IT assistance and maintains positive relationships with departmental leadership. Must identify clients’ business needs to IMS to help stand up IT projects and strategy as they relate to the department for which they represent.
• Communicates faculty, staff, and student expectations about business outcomes and academic support needs and communicates those needs back to IMS; develops expertise in a department or unit’s unique technology needs based on mission and purpose of the area. Attends departmental meetings with leadership where appropriate.
• Monitor service delivery for alignment with Service Partnership Agreement, bringing concerns to IMS leadership for calibration and consideration.
• Routes end-users to subject matter experts within IMS for training and guidance on uses/s of both hardware and software applications; when needed will help facilitate training with a 3rd party.
• Participates in monthly IT Support Partners meeting with IMS for ongoing training and development.
• Maintains awareness of changes to institution-wide information technology strategy and priorities and responsible for informing department stakeholders of changes.
• Performs all other duties as assigned.

Qualifications

• Strong interpersonal and communication skills.
• A customer-centric service mentality.
• Knowledge of specific functions within a university and/or healthcare setting.
• Ability to think critically and problem solve without assistance.
• Ability to train users in applications and operating system fundamentals.
• Ability to handle a complex organization with a variety of stakeholders.
• Strong organizational, time management, and project management skills.
• Familiarity with ITIL service management framework and concepts.

EDUCATION:

• Associate’s degree in related field is required.

EXPERIENCE:

• Six (6) years of experience in an IT related field or a customer service role within IT is required.
  Required Skills
  Six (6) years of experience in an IT related field or a customer service role within IT is required

• Serves as an IMS service ambassador to promote IMS as a strategic partner which delivers impact to the department through an in-depth knowledge of departmental operations, and unique business needs of the department’s faculty, staff and students. Articulates which IT services might advance unit performance to its customers. Services include but are not limited to the following: end user computing systems, network-based PC/Workstation software and hardware, systems security, recovery and back-up procedures, and policy changes.
• Acts as the principal technology advisor to the department(s) to ensure key performance indicators are identified, continuously monitored and leveraged to effectively shape the IT tools and systems provided that align with departmental demand and enterprise strategy.
• Serves as primary point of contact for faculty, staff, and students within a specific department or unit whom require IT assistance and maintains positive relationships with departmental leadership. Must identify clients’ business needs to IMS to help stand up IT projects and strategy as they relate to the department for which they represent.
• Communicates faculty, staff, and student expectations about business outcomes and academic support needs and communicates those needs back to IMS; develops expertise in a department or unit’s unique technology needs based on mission and purpose of the area. Attends departmental meetings with leadership where appropriate.
• Monitor service delivery for alignment with Service Partnership Agreement, bringing concerns to IMS leadership for calibration and consideration.
• Routes end-users to subject matter experts within IMS for training and guidance on uses/s of both hardware and software applications; when needed will help facilitate training with a 3rd party.
• Participates in monthly IT Support Partners meeting with IMS for ongoing training and development.
• Maintains awareness of changes to institution-wide information technology strategy and priorities and responsible for informing department stakeholders of changes.
• Performs all other duties as assigned