This is a UC San Diego Department-Only Internal Recruitment open to UC San Diego INFORMATION TECHNOLOGY SVCS Career Staff Only
UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO).
Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
Web Content and Case Management (WCCM) provides central support for managing campus websites and supporting case intake, reporting, and process automation. WCCM provides platform level support by facilitating configuration, user onboarding, and training of these services.
The Manager, Web Content and Case Management is the service owner for the UC San Diego web content management system. This position is responsible for maintaining the Service Level Agreement (SLA) to clients, keeping abreast of vendor roadmap and ensuring we are offering a current, stable version of the system. Supports existing and new clients in the campus SharePoint environment, and related systems including electronic forms and campus search.
The Manager, Web Content and Case Management oversees the campus case management and customer relationship management (CRM) platform. Supports customer intake and fulfillment in order to resolve problems or requests, this includes packages that allow for analysis of individual or groups of cases via analytics to ensure case fulfillment optimization and customer satisfaction. This position understands the features and capabilities of these systems and are responsible for the successful roll out of configurations and features to clients. Liaises with clients to understand their requirements and determine if complementary services should be offered to augment current capabilities.
Initial focus is around centralizing case management for the campus under the ServiceNow platform and transforming Blink to integrate web content delivered from ServiceNow and the campus CMS platform, Cascade Server.
Develop and support a service level agreement for client case management, workflow development that ends up as cases in ServiceNow, and web content delivery.
Support complementary service under the Sharepoint platform and eforms
Develop and support and distributed model for web content maintenance through training and communities of practice.
Ensure supported platforms deliver metrics meeting client expectations for process analysis and improvement.
Manage a team of direct reports and work collaboratively with other staff in a matrix environment.
Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce.
This position is eligible for full: 1) Health/Dental/Vision Insurance2) Vacation/Holidays 3) Life Insurance4) UC Retirement Plan.
Employee must be available to work evenings and weekends.
Employee must be available to travel as required.
Advanced knowledge of digital communication media, including content and case management systems and / or relevant web applications used for web site production and case management/CRM, and organization-specific computer application programs. Experience explaining to customers the scope of the service offering.
Ten plus years experience in enterprise level Web operations and managing a cross department Web presence for a large institution using an enterprise Web
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.