Associate CIO, Enterprise Service Management | #education | #technology | #techjobs


Job Type: time type
Full time

Job Number: job requisition

Location: Fayetteville
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Type of

Senior Professional Staff – Information Technology



Job Type:

Work Shift:

Day Shift
(United States of America)

Sponsorship Available:


Institution Name:
University of
Arkansas, Fayetteville
Founded in 1871, the University of Arkansas is a land grant institution, classified by the Carnegie Foundation
among the nation’s top 2 percent of universities with the highest level of research activity. The University of Arkansas works to advance
Arkansas and build a better world through education, research and outreach by providing transformational opportunities and skills, promoting
an inclusive and diverse culture and climate, and nurturing creativity, discovery and the spread of new ideas and innovations.

University of Arkansas campus is located in Fayetteville, a welcoming community ranked as one of the best places to live in the U.S. The
growing region surrounding Fayetteville is home to numerous Fortune 500 companies and one of the nation’s strongest economies. Northwest
Arkansas is also quickly gaining a national reputation for its focus on the arts and overall quality of life.

As an employer, the
University of Arkansas offers a vibrant work environment and a workplace culture that promotes a healthy work-life balance. The benefits
package includes university contributions to health, dental, life and disability insurance, tuition waivers for employees and their
families, 12 official holidays, immediate leave accrual, and a choice of retirement programs with university contributions ranging from 5 to
10% of employee salary.

Below you will find the details for the position including any supplementary documentation and questions, you
should review before applying for the opening.

If you have a disability and need assistance with the hiring process, please submit a
request via the Disability Accommodations | OEOC | University of Arkansas
( : Request an Accommodation. Appli­cants are required to submit a request for each position of which they have

For general application assistance or if you have questions about a job posting, please contact Human Resources at

Information Technology Services

Department’s Website:

Summary of Job Duties:
Associate CIO, Enterprise Service Management leads and coordinates IT support functions for Information Technology Services, provides
services to campus partners and stakeholders, and supports service alignment and provisioning with University of Arkansas System partners.
As these engagements are part of maturing the IT customer experience, value streams, and is a key part of digital transformation, this
position will lead adoption of ITIL 4 for Information Technology Services.

This senior IT leader reports to the CIO and provides
strategic vision and operational plans to successfully lead and develop processes for IT constituents to make informed decisions about how
to plan, stage, and execute projects and technology initiatives while aligning the decision and implementation of IT changes with the
University business strategy.

This role promotes relationships throughout the University in assessing, implementing, and adopting
technologies by taking a requirements-driven approach to ensure enabling technologies that not only align with organizational strategy,
objectives, and needs, but are also a good fit from an organizational, operational, and architectural perspective.

The Associate CIO
will articulate the IT service strategy to ensure a flexible, coordinated and integrated system for the effective governance and management
of IT-enabled services. This includes requirements and business analysis, operational alignment, project, program and portfolio management,
quality assurance, risk management, service management, communications, and training and documentation activities. Providing transparent and
cost-efficient operational leadership is critical for this position to be successful, as is the ability to use technology to translate
client/institutional needs into workable solutions.

Units reporting to this senior IT leader include:
IT Communications
Change Management
Service Management
Customer Engagement


Minimum Qualifications:

  • Bachelor’s degree in management,
    business or a related field from an accredited institution of higher education
  • At least five years of progressive IT
    leadership/management experience
  • Demonstrated expertise in enterprise-level project management and change management
  • ITIL 4
    Foundations certification and demonstrated practical application
  • Excellent oral and written communication skills with experience
    communicating proactively with team members and stakeholders at all levels
  • Demonstrated experience creating partnerships across
    teams and departments
  • Evidence of a deep understanding of and commitment to an excellent user experience


  • Demonstrated service management in a higher education setting
  • ITIL 4 Managing Professional certification
    and implementation
  • Demonstrated exceptional interpersonal and leadership skills in collaboration, facilitation, and negotiation
  • Experience in managing a help desk or service organization
  • Fiscal management and budget experience
  • Experience
    collaborating with faculty, administrators and academic leaders and other stakeholders in a higher education setting
  • Evidence of
    successful campus-wide leadership experience

Knowledge, Skills & Abilities

  • Understanding/Knowledge of effectively
    implementing strategic objectives
  • Knowledge and understanding of a higher education organization, including goals and objectives,
    and policies and procedures
  • Problem-solving, negotiation, and decision-making skills to influence management; as well as, internal
    and external partners
  • Management skills to assess performance and implement measures to improve performance
  • Ability to
    communicate in writing
  • Ability to make oral presentations
  • Ability to foster, encourage, and work in a team
  • Ability to build and maintain productive relationships with clients, faculty, students, team members, and peers across
    the institution
  • Ability to think progressively
  • Ability to establish a vision for change and plans for successful
  • Strong ability to use metrics and analytics to provide information and future plans
  • Ability to articulate key
    trends, issues and opportunities in IT and higher education
  • Ability to analyze, understand and communicate between business
    requirements and technical design
  • Ability to interact with a diverse group of individuals to secure and/or provide information to
    clarify situations, resolve problems, and negotiate services and/or agreements

Additional Information:


Commensurate with education and experience

Required Documents to Apply:

Cover Letter/Letter of
Application, List of three Professional References (name, email, business title), Resume

Optional Documents:

Proof of
Veteran Status

Recruitment Contact Information:

Eunice M. Alberson, Director Human Resource Partners,
Michele Crippen, Director, Administration & Planning, UITS,
Kim Miller, Executive Assistant,

All application materials must be uploaded to the University of Arkansas System
Career Site  

Please do not send to listed
recruitment contact.

Special Instructions to Applicants:

Pre-employment Screening

Criminal Background Check, Financial Credit Check, Sex Offender Registry
The University of Arkansas is
committed to providing a safe campus community. We conduct background checks for applicants being considered for employment. Background
checks include a criminal background check and a sex offender registry check. For certain positions, there may also be a financial (credit)
background check, a Motor Vehicle Registry (MVR) check, and/or drug screening. Required checks are identified in the position listing. A
criminal conviction or arrest pending adjudication or adverse financial history information alone shall not disqualify an applicant in the
absence of a relationship to the requirements of the position. Background check information will be used in a confidential,
non-discriminatory manner consistent with state and federal law.

The University of Arkansas seeks to attract, develop and retain high
quality faculty, staff and administrators that consistently display practices and behaviors to advance a culture and climate that embeds
inclusion, diversity, equity, and access. For more information on diversity and inclusion on campus, please visit: Division of Diversity, Equity, and Inclusion

The University of
Arkansas is an equal opportunity, affirmative action institution. The university welcomes applications without regard to race/color, sex,
gender, pregnancy, age, national origin, disability, religion, marital or parental status, protected veteran or military status, genetic
information, sexual orientation, gender identity or any other characteristic protected under applicable federal or state law. 

Persons must have proof of legal authority to work in the United States on the first day of employment. All applicant information is
subject to public disclosure under the Arkansas Freedom of Information Act.

Constant Physical

Hearing, Manipulate items with fingers, including keyboarding, Talking

Frequent Physical


Occasional Physical Activity:



The University of Arkansas is an equal opportunity, affirmative action institution. All applicants are subject to public disclosure under the Arkansas Freedom of Information Act and persons hired must have proof of legal authority to work in the United States.


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