The Content Management and Usability team in UIT is hiring a Website Services Program Manager. The person in this position uses a web content management system (WCMS) to manage 200+ websites university-wide, creates and manages support and training programs for 400+ institutional website editors, is the primary point of contact for website support requests, serves as a resource for web usability best practices and accessibility compliance, and is responsible for engaging the campus community to communicate and promote the Content Management and Usability team’s website support programs and services. The Website Services Program Manager promptly responds to support calls and emails, performs and delegates website support and development requests to a small team of student interns, designers, and programmers, uses task tracking software to organize, assign, manage, and report the work load, and develops relationships with campus constituents. He/she works closely with clients to maintain and improve website usability and functionality; assists with website design and page layout; and manages website migration and upgrade projects from start to finish.
About UIT: University Information Technology (UIT), the central IT service provider for campus, reports to the Chief Information Officer and is responsible for many of the University of Utah’s most critical common IT resources including the campus network; the Campus Information Services (CIS) portal; UMail, telephone, and online collaboration services; high performance and research computing; information security; teaching and learning technologies; software licensing; and a host of other systems and services. For more information about UIT visit http://www.it.utah.edu.
About the University: Located in Salt Lake City, in the foothills of the Wasatch Mountains, the University of Utah is the flagship institution of the State of Utah’s system of higher education and a member of the PAC-12 Conference. Salt Lake City combines the amenities of a major metropolitan area of more than one million people with the friendliness and ease of living of a small, Western city. Seven major ski resorts are within an hour’s drive from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake is also home to the Utah Symphony and Opera, the Utah Ballet, several professional sports teams, and a wide range of other cultural and recreational activities. http://www.employment.utah.edu/staff/work.php
- Provide excellent customer service and website support to our web editors by completing requests quickly, and by providing prompt, friendly and thorough responses.
- Manage support queue by using task tracking software to organize, assign, manage, report the work load and delegate requests to a small team of student interns, designers, and programmers.
- Analyze requests, complaints, concerns and suggestions, provide prompt appropriate follow-through, and develop strategies for program, tool, service and process improvement.
- Ensure competency of web editors by developing and delivering effective training programs. This includes the development of documentation and self-help training materials, as well as performing large group training sessions.
- Develop a deep understanding of web editors, their varying skill levels, and the way they work to advocate for usability improvement to tools and systems on behalf of the web editor community.
- Engage with web editors to communicate new features and changes to the WCMS interface or templates. This includes delivering large group presentations.
- Manage, train and mentor small team of student interns.
- Engage with the campus community to market and promote our services, tools and programs.
- Develop strong, collaborative working relationships across campus.
- Serve as a resource to web editors on best practice topics such as usability, user research and testing, information architecture, search engine optimization, web accessibility compliance, user interface design, page layout, image optimization, writing for the web, and digital marketing strategies.
- Assist web editors in the design, development and implementation of content on websites. Integrate text, graphics, and video to produce a final web site with the goal of enhancing appeal to the user while maximizing functionality.
- Assist in needs assessments, developing functional specifications and production guidelines to develop and migrate content from new and existing sites to new infrastructure.
- Assist in developing templates and processes that facilitate campus-wide rollout of products and services for web editors.
- Stay current on internet trends and opportunities as it relates to user experiences, user interfaces and content management.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
Bachelor’s degree in a related area or equivalency (2 years related work experience may be substituted for 1 year of education). Four to six years of progressively more responsible website content management experience. Background knowledge of hiring department’s area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors. Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of department. Completion of provided supervisory training within one year of employment may be required. Master’s degree in a related area may be preferred.
Department Specific Qualifications:
- Bachelor’s degree in Information Systems, Communication, Marketing, Media Arts or related field or equivalent education and experience.
- At least 2 of the 4-6 years of experience working with websites.
- Excellent communication and writing skills.
- Strong customer service skills.
- Friendly, outgoing, and helpful disposition.
- Attention to detail.
- Excellent organizational skills
- Proficient with Adobe Photoshop and Illustrator
- Strong visual design and page layout skills.
- Experience with content management systems.
- Knowledge of the following topics: usability, user research and testing, information architecture, search engine optimization, web accessibility compliance, user interface design, page layout, image optimization, writing for the web, and digital marketing strategies.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
- Background in graphic design.
- Familiarity with content management frameworks in a higher education context.
- Strong understanding of XML and RSS feeds.
Type Benefited Staff Special Instructions Summary