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Job Category:
Academic Staff

Employment Type:
Regular

Job Profile:
Service Coordinator II

Job Summary:

The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.

DoIT's Center for User Experience is seeking a Digital Accessibility Technology Lead to support service operations, intake, communication, scheduling, tracking, and coordination for digital accessibility software tools. This role is responsible for end-to-end lifecycle of accessibility software, from initial research and procurement to daily administration and campus-wide advocacy. The coordinator ensures that faculty, staff, and students have access to robust tools that align with federal regulations and university policies.

This role will oversee the daily operations of the enterprise digital accessibility tool suite, including the design and management of intake workflows such as triage, prioritization, and response protocols. The individual will configure tools to align with university needs and collaborate with the Center for User Experience, the Office of Compliance, and other campus stakeholders to integrate solutions into existing processes.

The position will also lead the evaluation of emerging technologies, partnering with development teams, managing vendor relationships, and helping to define strategies for adoption. Additionally, this role will serve as a procurement lead and contribute to the long-term roadmap for expanding tool offerings and advancing strategic university initiatives.

Working closely with accessibility specialists, user experience professionals, project teams, and campus partners, this role will coordinate service requests, enhance workflows, maintain service records, and support reporting efforts. Responsibilities also include preparing communications, leading training and outreach activities, and serving as a liaison between technical and compliance stakeholders.

We are seeking an individual who is highly organized, comfortable coordinating details across multiple requests and projects, and interested in supporting accessible, usable, and inclusive digital experiences for the university community. Knowledge of federal mandates, experience managing intake systems, technical literacy, and communication are key essential skills.

This position is eligible for any of the following: 100% remote work; partial remote work; or fully on-site. Remote work requires an approved flexible work arrangement (FWA), which is reviewed and approved annually. An FWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.

Key Job Responsibilities:

Support communication with campus partners, including service updates, and documentation related to digital accessibility services

• Assists with the development and monitoring of the unit budget

• Assists in the development of strategic planning initiatives and unit objectives for complex and strategically significant information technology services

• Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns

• Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects

• Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives

Maintain service records, documentation, status updates, reports, and shared tracking materials to support visibility into team workload and service outcomes

Coordinate intake, triage, tracking, scheduling, and follow-up for digital accessibility and user experience service requests

Assist with coordination of digital accessibility liaison activities, office hours, community communications, workshops, meetings, and related campus engagement efforts

Department:

Division of Information Technology, Academic Technology, Center for User Experience

DoIT Academic Technology supports instructors through a variety of services tailored to help strategize, design, develop and integrate technologies to improve learning outcomes.

The Center for User Experience specializes in creating more accessible, usable and inclusive digital spaces for all students, faculty, staff and members of the university community. Our team consults, designs, researches and evaluates digital content for the university.

Compensation:

Starting salary will be based on experience and qualifications. Well qualified applicants can expect to earn between $90,000- 120,000, with final salary based on experience and qualifications.

Required Qualifications:

• Demonstrated professional experience in software tool configuration and administration, including configuring settings, managing user access, and maintaining system functionality for enterprise-level platforms
• Proven expertise in providing end user support, including responding to and resolving user issues within defined service levels, documenting support activities, and improving user experience
• Experience managing and improving request intake and workflow management, including developing intake forms, establishing prioritization criteria, and implementing process improvements to increase efficiency or reduce response times
• Ability to develop training materials and to provide training, including creating user guides or documentation and facilitating training sessions or workshops
• Understanding of website structure and components, including familiarity with HTML/CSS, content management systems, and the impact of content and coding elements on digital accessibility
• Experience managing and developing new vendor relationships, including coordinating with vendors, evaluating performance, and supporting contract or procurement processes
• Experience reviewing, testing, and analyzing toolsets for potential procurement, including conducting assessments, documenting findings, and making recommendations based on organizational needs

Preferred Qualifications:

In addition to required qualifications, the most qualified candidates may also have the following preferred qualifications:

• Familiarity with digital accessibility and WCAG demonstrated through application of accessibility principles in projects, coursework, or professional experience.
• Experience working with web content management systems (CMS), including creating, editing, and publishing content or administering user permissions within platforms such as Drupal, WordPress, or similar systems.
• Experience with web development or system administration, including working with HTML/CSS, supporting website functionality, or maintaining and configuring systems or applications

Education:

Bachelor's Degree Preferred Minimum

How to Apply:

Click on the "Apply" button to start the application process.

You will be prompted to upload the following documents:

-Resume
-Letter of Qualifications

Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position.

Contact Information:



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