The Campus Engagement Specialist II serves as a liaison between OIT and the greater University community, working to understand University needs and facilitating opportunities to improve student, faculty, and staff experiences with technology. This role has primary responsibility to build relationships with multiple campus audiences, develop substantial understanding of their unique needs, and work with OIT services to deliver effective solutions. The position will provide direct and indirect support to OIT project and functional teams to guarantee customer engagement through effective change efforts for small- to medium-sized OIT initiatives.
Job responsibilities include, but are not limited to, the following:
1) Develop and facilitate opportunities to engage various University audiences. Collaborate with and leverage existing campus groups, including various governance entities, to strengthen campus engagement approach. Proactively identify how technology can help audiences and enable them to access existing technology and education opportunities. Liaise between campus audiences and OIT functional areas to identify opportunities for new or enhanced services.
2) Apply a structured methodology and lead customer engagement activities for small- to medium-sized initiatives. Manage training and communication plans. Maintain records, including audience analysis tools, and evaluate that the planned approach is reaching impacted customers in effective ways or make responsive changes. Identify and manage anticipated resistance. Identify, analyze and prepare risk mitigation tactics. Work closely with front-line customer support managers for staff preparedness to guarantee readiness of customer care centers. Provide post-implementation support and facilitate developing solutions to unforeseen issues. Develop and administer customer readiness and acclimation metrics.
3) Identify information gaps with campus audiences. Develop and edit content for all areas of communication, including websites, publications, surveys, presentations, and social media; follow project branding standards with all materials. Develop and implement web experiences to support customer engagement activities. Measure effectiveness of all communication efforts and implement improvement plans. Work with the OIT functions to ensure timely information is being presented. Collaborate with training developers, stakeholders, and end users to ensure learning objectives are clearly outlined and effectively met.
4) Other duties as assigned