IT Projects Manager for English Language Programs (ELP), Center for Intercultural Education & Development Georgetown University
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IT Projects Manager for English Language Programs (ELP), Center for Intercultural Education & Development - Georgetown University
The IT Projects Manager is a key member of the English Language Programs (ELP) team. The primary responsibilities of this position are developing and implementing strategy and stakeholder relationships; coordinating contracts with IT vendors supporting ELP systems; overseeing contract delivery; and supervising the work of two IT Projects Analysts who are charged with coordinating the efficient, effective, and secure development and functioning of the IT systems supporting the work of the four ELP units: Outreach, Fellow Program, Specialist Program, and Virtual Educator Program.
The IT Projects Manager is the executive project manager for the IT Projects portfolio, closely monitoring the analysts' work to ensure that the resources of time and funding are appropriately allocated for all IT projects and that critical deadlines are met. This position has direct accountability to the funding agency, the U.S. Department of State (DOS), and to ELP senior management at Georgetown University, working closely with multiple stakeholders on a daily basis.
The IT Projects team is responsible for the development of new IT projects, annual IT updates, system enhancements, and ongoing maintenance, and provides quick response problem-solving for all ELP IT systems, which include but are not limited to the proprietary online Knowledge Management System (the portal) housing application, proposal, and participant information systems for all three programs; program website; online Community of Practice (COP); Learning Management System (LMS); and Salesforce CRM.
English Language Programs, funded by the DOS, offers short- and long-term in-country and virtual exchanges for experienced U.S. TESOL professionals at educational institutions in all regions of the world. ELP participants promote English language learning and mutual understanding through cultural exchange. The Center for Intercultural Education and Development (CIED) at Georgetown University (GU) is the current administrator of English Language Programs.
The IT Projects Manager works closely with the Program Director and Associate Program Director. They report to the Associate Director, and their duties include, but are not limited to:
IT Projects Strategy and Stakeholder Relationships
Conceives and develops strategy for all aspects of IT Projects program management in close collaboration with DOS and GU stakeholders.
Liaises with GU IS to ensure that ELP's IT contracts and security protocols follow all GU guidelines and requirements.
Develops strong relationships with contracted IT vendors and consultants to ensure open communication, cost-effective protocols, and ultimately successful and timely execution of contract deliverables.
Ensures that all IT projects are in compliance with federal guidelines, including reporting requirements.
Vendor Contracts, Accounts, and Relations
The IT Projects Manager is responsible for the successful bidding and implementation of all contracts and related financial processes for IT Projects. They will delegate tasks to the Analysts, as appropriate. The duties related to this area include, but are not limited to:
Implements vendor maintenance, quality control management and oversight of change control, at the direction of the ELP managers and directors.
Manages contracts with IT vendors selected for the development and maintenance of the IT platforms.
Creates, reviews, and scores RFPs/bids
Maintains all the subscriptions needed to run the program systems.
Processes all invoices from IT vendors.
Monitors all vendor accounts to update security certificates, perform periodic upgrades, etc.
IT Projects Management
The IT Projects Manager supervises a team of two IT Projects Analysts, who are responsible for the day-to-day coordination of multiple IT projects, as assigned by the Manager. IT Projects include, but are not limited to, the portal; COP; LMS; website; and Salesforce CRM.
The Manager determines the distribution of duties to the Analysts, both on long-term, short-term, and ad hoc projects, making adjustments as needed.
The duties of the IT Projects Analysts, closely monitored by the Manager, include:
Formulating and defining systems' scope and objectives through research, fact finding, and user needs, applying throughout a deep understanding of ELP requirements.
Collecting, analyzing, mapping, defining, and documenting requirements for data, workflow, logical processes, and interfaces.
Monitoring of digital activity to ensure the efficient and effective functionality of all areas of the systems, for all user roles.
Identifying needs, establishing project specifications, and finding creative and cost-effective solutions, in particular to develop and implement ideas for 1) ELP Outreach (recruitment, alumni engagement, and program visibility), and 2) Vetting and Implementation processes and data collection and accessibility to multiple stakeholders.
Administering the Salesforce CRM, planning and executing 1) ongoing data migration from the portal, 2) ongoing data clean up and maintenance, 3) infrastructure design revisions, and 4) user training for DOS and GU stakeholders, to optimize the system performance and user experience and to ensure data security.
Managing annual updates, ongoing maintenance, and ad hoc enhancements, for all IT systems, as assigned, communicating program requirements to the contracted system developer, facilitating meetings with stakeholders, ensuring timely and effective delivery, and performing other project management duties, as needed.
Designing and creating pages on ELP's website and COP, both built on WordPress, as part of scheduled enhancements and to meet ad hoc needs.
Designing and building user interface features, site animation, and special effects elements; researching, selecting, and installing plug-ins.
Maintaining the integrated LMS on the COP to ensure its effective and smooth operation for all user stakeholders, with a strong focus on the user front-end experience.
Exercising a comprehensive knowledge of information technology, with an eye on emerging online learning modalities, to ensure the website, COP, and LMS utilize the most current best practices and services, collaborating closely with ELP's contracted IT development vendors.
Training ELP staff in the use of the website, COP, and LMS; researching options for functionality and design; and troubleshooting any problems that arise.
Facilitating the testing of updates and enhancements, coordinating with project stakeholders for their approval, following their own testing.
Performing platform changes that can be made by staff users, or facilitating this work by ELP colleagues (e.g. new page creation, relabeling of objects, periodic system updates, etc.)
Ensuring that system documentation, written by IT vendors and staff, is kept current and is easy to access and use.
Managing help desk email accounts and processes, assisting users (GU/CIED staff, applicants, program participants, DOS officers, U.S. Embassy staff, etc.) with questions and problems.
Preparing periodically scheduled and ad hoc reports, as directed, utilizing all available and relevant analytics, regarding the development and functional effectiveness of ELP IT systems.
Cybersecurity, Continuity, and Compliance
Maintains and reviews IT/cybersecurity policies and practices for vendor and user relationships to identify risk and to ensure systems are secure, protecting systems from intentional or inadvertent access or destruction.
Maintains situational awareness and understanding of current cybersecurity threats, in particular those that relate to the DOS relationship with users and key stakeholders.
Monitors University-wide IT requirements to keep staff and vendors informed of policies to ensure compliance for all systems.
Works directly with GU Information Security to troubleshoot any issues on ELP admin email accounts, including security breaches and spamming, and leads risk assessment efforts.
Maintains current knowledge of all requirements for federal grants regarding IT projects, including design and branding guidelines.
Develops, documents, and conducts Standard Operating Procedures (SOPs) for creating new user accounts, operating program IT systems, training staff, and other key functionalities.
Maintains up-to-date super-admin and end-user level familiarity with all the IT platforms utilized by the ELP IT projects, including, but not limited to Symfony, WordPress, and Salesforce.
Leads the creation and maintenance of a disaster recovery and business continuity plans.
Facilitates operation of ELP laptops and tablets.
Backstops team members while they are out of the office.
Takes on temporary duties when team members leave their positions.
Participates in the onboarding and training process of new team members.
Performs other duties as assigned.
5-7 years of relevant experience
Superior experience with project management, strategic planning, team oversight, and monitoring
Familiarity with WordPress websites
Familiarity with designing, building, and maintaining a database management system such as Salesforce or other CRM or KMS platform
Experience working with teams to create and implement new processes and procedures
Strong ability to work independently, with minimal supervision, and multi-task in a high volume, fast-pace work environment
Ability to understand, synthesize, and conceptualize input and requests from multiple stakeholders
Strong, timely and precise organizational skills and multi-tasking abilities.
Strong critical and creative thinking and analytical skills.
Ability to independently establish objectives, plan, direct, and evaluate all aspects of work projects
Outstanding interpersonal oral and written communications skills with ability to interact and communicate technical concepts in a positive manner with a diverse clientele, including universities, membership organizations, ELP candidates and government employees
Demonstrated effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless stakeholder service
Strong ability to work independently, with minimal supervision, and multi-task in a high volume, fast-pace work environment
Proficiency in Microsoft Office Suite and Google software applications
Alumnus or alumna of the U.S. Department of State English Language Fellow or Specialist Programs
Experience working with federally funded exchange programs and/or educational programs
Experience working with vendors and reviewing their security practices
Experience working with IT governance documentation including identifying gaps between policy/procedure and current practice
Knowledge of technology trends and developments
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