Jobs UNIVERSITY OF COLORADO BOULDER

Vision:

OIT will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be an outstanding public university.

Mission:

• OIT enables campus priorities by providing high-value IT services and solutions.

Values:

• Trust, as a foundation for how we engage with one another and with campus partners, along with
• Curiosity in how to better support the campus and our partner’s while
• Encouraging empowerment and authentic engagement among ourselves and
• Celebrating a culture that promotes a sense of belonging while acknowledging that each person is unique and valued.

Strategy:

• OIT will advance learning and discovery by delivering high-value reliable IT services and solutions that:
• Provide a fluid and adaptable academic and student experience
• Enable research competitiveness and
• Deliver core infrastructure and enterprise IT services for business efficiency.

Academic Technology (AT) Administration

This position is responsible for service management, administration and support of AT services.

• Administer AT services in alignment with the ITIL Service Management framework and OIT service management processes and standards.
• Research and resolve access, functionality, performance issues, and major incidents that surface from proactive reviews, monitoring systems, vendors, or end users.
• Use internal tools to supervise health and diagnose problems.
• Provide guidance and advise others in their support of the campus AT services, including solving technical problems and investigating and seeking solutions to sophisticated issues.
• Review, validate, test, and log changes and upgrades to AT services.
• Provide tiered support in conjunction with the vendors and other OIT service owners to ensure access, functionality, performance, and support of AT solutions.
• Enforce procedures and policies established by the ATS and OIT management to ensure the security, integrity, and accessibility of solutions.
• Draft, publish, and maintain high-quality external (e.g., tutorials, known issues) and internal documentation (e.g. operating procedures).
• In consultation with the ATS team, conduct analysis of additional third-party and cross-tool integrations to optimize service quality, efficiency, and end user satisfaction.
• Assist with data-driven analyses of service usage, survey data, and anecdotal feedback to align with end user expectations and needs.
• Leverage custom tools, processes and automation frameworks to efficiently provision, manage and integrate AT services with various internal and external services.
• Facilitate vendor-provided training and collaborate with the Academic Technology Consulting team to deliver engaging and effective training on some of the supported applications.
• Consult with members of the Academic Technology & Support group on behalf of the AT Application Administration team as a domain expert.

User Support and Collaboration

This position may participate in OIT projects and critical initiatives related to AT Services.

• Provide multi-tiered technical support to faculty, students and staff for AT service related issues while employing vendor support teams and OIT IT Service Center (ITSC) for tier 1 triage and support.
• Reply, track, and resolve incidents and requests submitted to the Office of Information Technology (OIT) help desk system in compliance with defined procedures and standards.
• Consult with faculty and staff on standard processes for using AT services and their integrations effectively.
• Partner with training and consulting colleagues and other campus partners to inform and support training efforts, ensuring alignment with service features and other AT application policies and processes.
• Partner with Academic Technology team members and OIT colleagues to provide cross-team support and collaboration for OIT supported solutions integrated in AT services.
• Serve as a liaison with vendor teams (support engineers, Customer Success Manager, Product Owners, etc.) to advance and resolve issues, provide aggregate feedback on behalf of the university and engage in alpha and beta testing to enhance access and usability on behalf of our end users.
• Contribute to and lead projects that enhance the reliability, scalability and effectiveness of the services by communicating requirements, technical details and other relevant subject matter information.

Continuous Improvement

• Participate in multi-functional projects or critical initiatives that improves student and faculty satisfaction, experience and success with OIT-support technologies and processes.
• Contribute to the development, refinement, documentation, implementation of service management policies, strategies and processes.
• Provide data-supported feedback to recommend service improvements that align with university needs.
• Track and report on key performance indicators (KPIs) such as system uptime, incident/request resolution metrics, and service adoption metrics to support continuous improvement and central initiative planning.
• Stay engaged with the emerging trends in academic technologies to help advise strategic decision making.
• Partner with vendors and internal partners to ensure integrations are accessible, secure, and up-to-date.

• This position follows a hybrid work model, with most responsibilities carried out remotely. On rare occasions, up to 1–2 times per year, the role may require on-site presence.

• The salary range is $82,000 to $92,275 annually.

At the University of Colorado Boulder, we are committed to supporting the holistic health and well-being of our employees. Our comprehensive benefits package includes medical, dental, and retirement plans; generous paid time off; tuition assistance for you and your dependents; and an ECO Pass for local transit. As one of Boulder County’s largest employers, CU Boulder offers an inspiring academic community and access to world-class outdoor recreation. Explore additional perks and programs through the CU Advantage program.

• A Bachelor’s degree from an accredited institution in a related field. A combination of education and/or related experience may be substituted for the degree.
• Three years of professional experience in service management, technical support, and application administration in higher education, one year of which must be in support of at least one of the following applicable services (e.g. Canvas, Qualtrics, Wevideo,Turnitin, iclicker or Cidilabs).

• Knowledge of supporting and administering academic technology services.
• Ability to administer and support more than one service in a collaborative team environment.
• Demonstrated interpersonal communication skills, particularly strong end user service skills and partner relationship building skills.
• Willingness to innovate, take on new challenges and collaborate beyond existing boundaries.
• Phenomenal problem-solving skills with the ability to address sophisticated and multidimensional technical issues.
• Effective communication skills, including the ability to explain sophisticated technical concepts to non-technical audiences.
• Ability to work independently and manage multiple tasks simultaneously.

• Experience administering and supporting Qualtrics.
• Experience administering and supporting Canvas LMS.
• Experience configuring, managing and updating integrations between various AT services.
• Experiencing installing, updating and managing LMS Learning Tools Interoperability (LTI).
• Experience supporting SaaS services.
• Experience tracking and reporting service performance metrics.
• Experience with scripting and workflow automation solutions to leverage APIs to increase scalability and efficiency.
• Experience working directly with faculty and students in the use of teaching and learning technologies.
• Familiarity with accessibility standards (e.g., WCAG, ADA compliance).
• Practical experience and understanding of IT Service Management (ITSM) principles and ITIL 4 framework.