Engagement Manager

Position Details Summary Operating Title Engagement Manager Long Classification Title Information Technologist III Campus Location Concord, Durham, Keene, Manchester, Plymouth Department UNH Business Apps Admin/Integration Summary of Position Collaborate closely with internal business units within the University System of New Hampshire to assure their success with technology services. Builds ongoing, trusted partnerships with the institutions end-users and IT teams in order to maximize the value of core business applications to achieve the overall USNH's organizational goals. Plans, organizes and manages projects, their estimates and related milestones. Analyzes business processes, documents functional requirements and delivers recommendations and training material for overall project success. Support oversight and governance functions related to prioritization of needs, assuring reliability of the system, and optimization of services. Acceptable minimum level of education Bachelor's Acceptable minimum years of experience 3-5 years Additional Job Information Posting Number PS4802FY25 Other minimum qualifications Bachelor's degree and four years of experience in information technology field, Associate's and six years, or combination of education and experience equal to eight years. Additional Preferred Qualifications * Familiarity with ITIL/IT Service Management practices * Experience with the Workday ERP system, including Workday Student * Direct experience with the Ellucian Colleague or Banner product line * Experience working with a diverse set of business units and staff in support of their technology needs * Experience working in higher education * Ability to work collaboratively * Able to prioritize workload and multi-task in a fast-paced environment * Experience requirements gathering related to the support and management of technology systems * Strong written and verbal communication skills, especially related to technical documentation * Experience using Artificial Intelligence of Machine Learning tools in support of project management, business requirements analysis, and general IT systems operations. Salary Information Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off. Quicklink for Posting Percent Time Information (FTE) 1.00 Grade 23 EEO Statement The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status. Institution Information The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire's lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry. The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here: Posting Details Posting Date 08/15/2024 Open Until Filled Yes Closing Date Posting Open to Internal Candidates Only? No Interested Internal Candidates Exist? No Job Category Salaried Staff (Exempt) Appointment Type Regular If TERM position provide projected end date Equipment/Instruments Drivers License and Physical Requirements. Please check all items that apply. None applicable Duties / Responsibilities Job Duties Duty/Responsibility IT Project Management * Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/organization initiatives within assigned area(s) of responsibility. * Provides oversight of work on IT-related projects. * Ensures customer understands expected outcome of work, anticipated involvement and time frame to complete it. * Helps handle difficult situations, either by offering advice, directly intervening, or escalates more complex issues/conflicts to management as appropriate. * Works closely with their project team to improve work relationships, build morale, and increase productivity and retention. * Ensures projects are completed within budget, scope and are on schedule; engaging third party vendors and internal team members as appropriate. * Collaborates effectively with appropriate stakeholders on more complex issues and conflicts that impact time, cost, scope, quality and risk of assigned projects. * Works with ET&S Management Team to operationalize customer support for project work prior to project go-live. * Maintains current knowledge of industry trends, concepts, practices and procedures for managing projects. Duty/Responsibility Business Analysis * Consults and collaborates with internal and/or external stakeholders to determine more complex technical specifications from business requirements. * Performs systems analysis, data analysis, and production support for company applications and administration systems. * Gathers, analyzes, documents and validates the needs of business stakeholders. * Identifies and recommends process improvements that significantly reduce workloads or improve quality for their assigned area(s) of responsibility. * Provides functional requirement documents including inputs, processing steps and outputs to meet users' needs to assist developers in successfully translating and achieving project goals. * Creates training documents and maintains project files and updates. * Facilitates training on new systems and/or process implementations. * Helps with the analysis of workable solutions to application, web, and systems problems. * Focuses on timely methods for achieving deliverables. Must be able to develop skills in multiple technical environments and grasp business processes. * Perform project activities including requirements gathering, configurations, testing, training and go live support. Duty/Responsibility Operational Responsibilities * Maintains awareness of planned maintenance via the published IT change calendar; ensure that project teams update the calendar with any work related to strategic initiatives that impact existing systems. * Ensures the project team is entering their time sheets against projects for the ability to track estimates verses actual time for accurate capacity reporting. * Ensures that project team maintains clear, concise and up-to-date project-specific documentation based on ET&S templates. * Ensures that project teams are documenting their work, including critical decisions made and key integration points with existing and expected future systems. * Manages project resources, removing any barriers to progress. * Maintains project-specific documentation. * Documents areas where enhancements may be made or new functionality added for future follow-up. Communicates project direction, status, and risk in compelling ways, effectively reaching a wide variety of constituents, including senior leadership. * Seeks to keep implementations simple, secure and easy to manage. * Maintains project plans and is capable of reporting on overall project status and timeline to ET&S Management. * Maintains project communications plans, utilizing Team Dynamics and Microsoft Teams to optimize internal collaboration on projects, as appropriate. Duty/Responsibility Customer Support * Assists with basic to moderate support issues. * Tracks support issues, performs root cause analysis, implements solutions, and supports large group initiatives. * Engages vendors as required and ensures all communications are appropriate for the target audience. Duty/Responsibility Other duties as assigned. Supplemental Questions