UWIT
ServiceManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Manager at UWIT. Skills: enterprise academic learning management system (Canvas LMS) support, core teaching and learning tools support, service management practices, vendor relationship management, stakeholder engagement. Provide service management for the enterprise academic learning management system (Canvas LMS) and core educational technologies that integrate with the LMS, such as plagiarism detection, assessment platforms, and student engagement tools.. Lead service teams comprising”
What You'll Achieve.
ensure the availability and accessibility of teaching and learning systems; define service success criteria and metrics; assess satisfaction with services; identify and implement service improvements
Industry & Context.
Provide resolution of customer issues; identify solutions that meet business and customer needs; escalate and resolve issues
required to report to work remotely when UW suspends operations., satisfactory outcome from a criminal history verification may be required prior to hire.
What They're Looking For.
Must Have
Bachelor's Degree in Communications, Management and Organization, Information Systems, or relevant field or equivalent experience., Minimum of 4 years of experience of relevant experience
Nice to Have
Experience in IT customer support, especially administering or supporting learning management systems in a university context., Familiarity with UW systems, policies, and academic programs., Familiarity with ITIL and agile development methodologies., Demonstrated experience with a variety of research and analysis techniques, ideally quantitative and/or qualitative methods for understanding and documenting end-user and business owner requirements., Demonstrated ability to manage technical projects within a team experience working with an agile software development team or other iterative software development processes., Familiarity with user research, user-centered design, and interviewing methods.
What You'll Do.
Provide service management for the enterprise academic learning management system (Canvas LMS) and core educational technologies that integrate with the LMS
such as plagiarism detection
and student engagement tools.
Lead service teams comprising instructional technologists
application and integration engineers
and help desk collaborate with team members to provide customer support and incident response
implement service lifecycle management practices
and conduct communication and outreach activities.
Serve as 3rd tier support for escalation and resolution of issues
working with vendor representatives as needed.
Engage directly with customers to understand needs and recommend solutions.
Manage vendor relationships
meeting with account representatives and representing UW needs to vendor product teams and advisory boards.
Work with customers and integration engineers to vet and configure third-party tool integrations with the learning management system.
Provide regular and timely communications to users and administrators of educational technology services.
Lead initiatives to explore and implement innovative uses of technology for teaching and learning.
Evaluate new features and tools for privacy
and suitability to the University of Washington’s educational technology ecosystem.
Convene stakeholder groups as needed to gather feedback
Collaborate with campus partners
and colleagues to design
and launch new educational technology services and tools
including planning for sustainable operations and support.
Work with colleagues to define service success criteria and metrics
assess satisfaction with services
identify and implement service improvements.
Stay current on emerging trends in educational technology and higher education.
Provide project management for service work and projects as needed.
Implement effective and consistent service management practices across SETS
incident and change management
and maintain required security
and accessibility standards.
How You'll Work.
Team & Collaboration
Work with instructional technologists, help desk consultants, engineers, researchers, and other UW-IT colleagues to sustainably support and administer the learning management system alongside other core teaching and learning tools.; Collaborate with colleagues to create and implement communication plans.; Connect with campus partners and end users to assess user needs and service health.; Collaborate with colleagues to identify solutions that meet business and customer needs.; Works directly with the Director and UW-IT colleagues to ensures the availability and accessibility of teaching and learning systems, and that effective service teams are in place to support these services.; These teams frequently include staff from other UW-IT divisions and instructional technologists from the Learning Technologies team in Academic and Student Affairs.; Facilitate and support projects or service teams comprised of engineers, business analysts, instructional technologists, and business partners, as both a leader and participant.; Effectively communicate service strategy and project status to leadership, stakeholders, and colleagues, within and without UW-IT.; Manage and prioritize product and service backlogs based on stakeholder and customer feedback, often seeking advice and consult of faculty councils.; Lead service teams comprising instructional technologists, application and integration engineers, and help desk collaborate with team members to provide customer support and incident response, implement service lifecycle management practices, and conduct communication and outreach activities.; Work with customers and integration engineers to vet and configure third-party tool integrations with the learning management system.; Collaborate with campus partners, clients, and colleagues to design, develop, and launch new educational technology services and tools, including planning for sustainable operations and support.; Work with colleagues to define service success criteria and metrics, assess satisfaction with services, identify and implement service improvements.
Communication Scope
create and implement communication plans; Provide regular and timely communications to users and administrators of educational technology services.; Effectively communicate service strategy and project status to leadership, stakeholders, and colleagues, within and without UW-IT.
Process & Methodology
Provide project management for service work and projects as needed., Demonstrated ability to manage technical projects within a team experience working with an agile software development team or other iterative software development processes.
Full Job Description
**Job Description** ** _Position Purpose:_** Data & Applications (D&A) is the division in UWIT that runs the university’s academic and business systems, productivity platforms, enterprise integrations, learning analytics and data for decision-making and is also responsible for the accessibility of UW’s digital resources. Student and Educational Technology Services (SETS) evaluates, develops, integrates, and supports technologies that enable others to teach, learn, and innovate. These solutions and applications are used by students, faculty, staff, researchers, clinicians, and external partners. SETS is seeking a Service Manager (SM) to oversee the enterprise academic learning management system (Canvas LMS) and other core teaching and learning tools. This SM will work with instructional technologists, help desk consultants, engineers, researchers, and other UW-IT colleagues to sustainably support and administer the learning management system alongside other core teaching and learning tools for the three UW campuses. The SM will work with the Manager and colleagues to implement consistent service management practices, including request, incident and change management, and maintain required security, privacy, and accessibility standards. They will collaborate with colleagues to create and implement communication plans, connect with campus partners and end users to assess user needs and service health, and manage key vendor relationships. **_Position Complexities:_** The primary responsibility of this position is the end-to-end support and success of the enterprise academic learning management system and the suite of integrated teaching and learning tools. The learning management system and related tools support online and digital learning for the three UW campuses and UW Continuum College. The SM must understand the academic workflow and calendar and ensure that the LMS and related tools meet both the core needs and also accommodate the varying requirements of the thre
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