The Systems and Project Support Manager works with the team that is responsible for implementing and maintaining NAFSA’s technology systems. The Manager will be responsible for overseeing the maintenance of NAFSA’s web-based technology systems. This position will work with NAFSA’s project managers to integrate new technologies into the technology department and will cross train business users and the Systems and Project Support Coordinator. This position will also be responsible for creating user and technical documentation for different levels of users. The Systems and Project Support Manager will oversee technical customer services issues, ensuring a standardized customer service approach to technology systems.
In addition to systems support this position will work with NAFSA’s technology project managers to support technology implementations and enhancements to existing systems. The Manager will be expected to interface with all departments and stakeholders throughout the organization.
Major Functions and Responsibilities
Administer procedures for NAFSA’s technology systems.
Plan, design, research, write, and edit a technology documents including training materials, user guides, technical documentation, and administrative user guides.
Ensure all technical training materials, user guides, technical documentation, and administrative manuals are current.
Inform stakeholders of new or updated technical documentation.
Work with supervisor to develop procedures for integrating the support of new technology systems into the department’s day-to-day operations and oversee the post implementation transition to the maintenance phase.
Provide orientation and training to end users for all modified and new systems, ensuring cross training on systems.
Communicate with external vendors and consultants to identify and troubleshoot system issues.
Support and Maintain NAFSA’s technology systems.
Oversee the administration of NAFSA’s online community software platform including but not limited to; creating new communities, troubleshooting issues with existing communities, tracking e-mail bounces, setting up microsites per stakeholder requirements, staying current with platform enhancements and suggesting improvements to the system.
Manage the implementation of online surveys in the associations survey management tool (currently Verint). Tasks include, but are not limited to: working with stakeholders to identify and understand surveys, demographics, and reporting requirements; developing surveys and general reports in the web application, creating complex reporting to compare multiple surveys over time; connecting demographic information between the Association Management System (currently iMIS) and survey tool via SQL view and API; performing quality control on surveys; and managing user access to the system.
Integrate and setup new web systems with NAFSA’s web analytics platforms; including Google Tag Manager, Google Analytics, and Site Catalyst.
Act as backup support for other technology systems including but not limited to learning management systems, Content Management System (currently Ektron), search engine, e-commerce platform, online voting, and podcasts.
Troubleshoot Web/Bridge issues by identifying systems effected, following procedures to fix the problem, and coordinate with external vendors (when needed). Issues may include but are not limited to the NAFSA website failing to load; users unable to sign in or access the log-in page; data not being synced from AMS to 3rd party system.
Manage NAFSA’s helpdesk.
Establish internal IT Help Desk service levels, policies, and escalation procedures to establish problem resolution expectations and timeframes.
Analyze performance of IT Help Desk activities, document resolutions, identify problem areas, and devise solutions to enhance quality of service to prevent future problems.
Stay informed on new features of ticketing system (currently JitBit), and make recommendations for upgrades or modifications to the system or business processes.
Train help desk technicians on policies, procedures, and helpdesk software.
Oversee the implementation and administration of help desk staff training procedures and policies.
Act as backup for monitoring, responding to and resolving issues sent to the Webmaster e-mail account.
Support NAFSA’s project managers in the planning, design, development, of new applications and enhancements to existing applications.
Work with business owners to define project scope, goals and deliverables that support business goals.
Work with internal staff and/or vendors to develop project deliverables.
Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
Plan, schedule and adhere to project timelines and milestones using appropriate tools.
Track project milestones, deliverables, and budget via regular status reports.
Administer project closeout procedures including closeout surveys, project debrief, and archival of files.
Undertake other responsibilities and tasks as assigned by supervisor
Resources and Supervision
The System and Project Support Manager works with other members of the Web Services to identify and prioritize projects and tasks. The Manager will also be able to draw on the services of outsourced vendors as appropriate.
This position serves a hands-on function, working on a daily basis with NAFSA staff to create vibrant content and communities. The Systems and Project Support Manager must be well organized, detail-oriented, proactive, and able to quickly provide the assistance required by business owners and their supervisors.
This position reports to the Director of Web Services. However, s/he works extensively across departmental lines, requiring the ability to interact with varying levels of staff and management. Effective communication and collaboration skills are a must.
The NAFSA workday is 9-5; during the summer, it is 8:30-5:30 M-Th, and 9:00-12:00 on Friday. Travel is required on a few occasions each year. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement.
Required Background and Skills
2+ years experience in supporting web systems for associations, nonprofits, or similar organizations.
Strong understanding of HTML.
Knowledge of SQL and ability to create/modify queries.
Strong knowledge of Association Management Systems (AMS), iMIS Preferred.
Experience with Content Management Systems (CMS), and other web-based applications and database systems.
An understanding of web analytics systems, such as Google Analytics. SiteCatalyst experience a plus.
Experience providing proactive, high quality customer support
Strong interpersonal skills, ability to assist and train users of various skill levels and backgrounds on technical systems and procedures. Comfortable leading meetings and working daily with diverse teams.
Strong writing and communication skills.
An organized multi-tasker: capable of working on and tracking numerous simultaneous projects.
Familiarity with web navigation schemes and solutions.
Solid Excel skills and ability to analyze and interpret data.
Team-oriented; enjoys working with others of various skill sets
Strong technical skills and familiarity with web user interface concepts, tools, and methodologies.
Entrepreneurial: Capable of making connections among diverse groups of people and across departmental lines; rewarded by working with new systems – original, independent, and critical thinking.
Demonstrated experience and success in project management
A Dual Detail-and-Birds-Eye Viewer: capable of constantly switching back and forth from big picture to fine detail. Capable of both understanding the big vision and providing concrete indicators.
About NAFSA: Association of International Educators
NAFSA: Association of International Educators is the leading association in the field of international education and exchange. NAFSA, with 10,000 members, is an association advancing international education and exchange and global workforce development. NAFSA serves its members and their institutions and organizations by setting principles of good practice, providing training and professional de...velopment opportunities, providing networking opportunities, and advocating for international education. Hundreds of NAFSA members volunteer to serve the Association to create and disseminate knowledge, to influence public policy, and to maintain a strong organization. They serve on committees, knowledge communities, teams and task forces. NAFSA is led by a Board of Directors that guides the work of the Association through a strategic plan that sets goals and objectives over a three-year horizon. NAFSA’s senior staff provides expert advice, assistance, and commentary and perspectives on international exchange.Headquartered in Washington, DC, NAFSA has an operating budget of $17 million and a staff of 85. Its Annual Conference & Expo, held in May 2016 in Denver, CO drew over 10,000 attendees from around the world.