Information Delivery Manager, Advancement Services

• Office of the Vice President (Advancement and Community Engagement)

• Key role with Advancement Services’ Information Management & Insights (IMI) team

• Be part of an organisation with a meaningful purpose and impact

• Based at our vibrant St Lucia Campus

About UQ

As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you’ll have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• 17% superannuation contributions

• 17.5% annual leave loading

• Access to flexible working arrangements

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• On campus childcare options

• Cheap parking (from just $5.75 a day)

• Salary packaging options

About Advancement and Community Engagement

Withing the University, the Advancement and Community Engagement portfolio is responsible for the fundraising and community engagement functions, with the objective of attracting substantial philanthropic investment and enhancing engagement opportunities with the University. 

Throughout its history, The University of Queensland has benefited from the support of its alumni and community through engagement, volunteering, and gifts.

The St Lucia campus rests on land gifted through the Mayne siblings and the School of Veterinary Science continues to use farmland at Pinjarra Hills, donated to the University in the early 1920s. Today, the University continues to be supported by philanthropic partnerships.

We are committed to positioning UQ as a worthy destination for philanthropy, ensuring future generations have access to educational opportunities and that we continue to deliver world leading research and innovation.

Equally, our focus is on building strong relationships with our more than 335,000 alumni worldwide, as Change Makers. Together we create opportunities to share knowledge, skills, ideas and provide mentoring and peer coaching opportunities, which provide lifelong beneficial partnerships.

As the visible 'front door' to UQ, Advancement and Community Engagement also leads a program focused on enriching our communities through access to events, lectures, and outreach initiatives with a focus on the state as part of The Queensland Commitment. 

The Queensland Commitment reaffirms who we are as a university with a bold ambition to disrupt disadvantage over the next decade. Together, our goal is to break down all personal, financial, and geographical barriers facing Queensland students aspiring to study at UQ by 2032.

The Advancement Services team provides the governance, operations, information, and systems to support these activities across the Advancement and Community Engagement portfolio.

About This Opportunity

The Information Management and Insights (IMI) team within Advancement Services is responsible for the systems and information that drives the Advancement and Community Engagement (ACE) business.  The team strikes a balance between, delivering day to day system support and information as well as planned, data analysis, reporting, system configuration and other initiatives.

As Information Delivery Manager, you will work to understand and triage incoming requests, manage the day-to-day workloads and timeframes, and escalate any non-standard requests for prioritisation.  You will be responsible for the management of the IMI BAU service function, that services both the central advancement and faculty and institute community of clients.

You will also be responsible for ensuring that the team delivers exceptional service to our customer base and is managed in line with existing organisational governance, processes, and technology guidelines, while meeting and exceeding customer expectations.

Duties and responsibilities include, but are not limited to:

• Oversee the day-to-day activities of the team and provide senior technical advice, support and mentoring to ensure day to day operational objectives are met.

• Balance staff bandwidth for delivery of BAU activities against the need to for staff to meet concurrent project deadlines.

• Liaise with requestors to understand the business drivers and scope of request and convert potentially ambiguous requests into clear delivery requirements.

• Develop and present alternative solutions in line with ACE strategic direction.

• Manage and monitor the delivery of current ACE technology ecosystem (Raisers Edge), reporting and processes to users

• Consult and liaise with central ITS regarding infrastructure requests or changes impacting the ACE systems.

• Identify and implement efficiencies and improvements to the IMI teams processes and practices in both application development and delivery

• Develop and maintain relationships, credibility and personal networks between the IMI team and the ACE user community and our partners across the university.

• Adopt and promote sound data privacy and cyber security practices in compliance with UQ’s Policies an procedures and according standards developed by the University or Division

• Acts as the central customer communication and escalation point regarding outages, escalations, business service impacts, and changes, as needed.

• Promote a high standard of customer service, taking action to ensure that staff respond promptly and effectively to client requests. Monitors queues, enforces process quality and compliance, provides analysis, and ensures ownership and resolution of the tasks.

This role is subject to The University’s Code of Conduct .  

This is a full-time (100%), fixed-term position for up to 2 years.

At HEW level 8, the full-time equivalent base salary will be in the range $108,975.08 - $122,176.31, plus a generous super allowance of up to 17%. The total FTE package will be up to $127,500.84 - $142,946.29 annually. As this role is covered by an Enterprise Agreement, you will also receive regular remuneration increases – at least once a year.

Organisational Relationships

The position reports to the Senior Manager Information Management and Insights within the Advancement Services team.  The position directly supervises up to 7 staff.

About You  

Essential

• A degree in Information Systems, IT, business or a related area with subsequent experience, or an equivalent combination of relevant technical experience and or education / training.

• Excellent communication and negotiation skills, and proven ability to develop and maintain positive, collaborative working relationships with a range of clients and internal stakeholders in a complex organisational environment.

• Strong requirements elicitation / business analysis skills and a methodical approach towards troubleshooting and analysing problems.

• Hands on experience with information systems including data exports/imports and reporting

• Self-motivated, work independently and demonstrated ability to meet competing deadlines in a multi-faceted team.

• Experience leading or managing others, inside or outside formal reporting lines.

Desirable

• Experience with older CRM systems such as Raiser’s Edge 7 CRM

• Demonstrated programming skills and experience (SQL, VBA).

• Experience working within higher education.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment. 

• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. 

Questions? 

For more information about this opportunity, please contact Margaret Francisco – [email protected]  

For application queries, please contact [email protected] stating the job reference number (below) in the subject line. 
 

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing the ‘About You’ section  

• Resume 

Other Information 

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion .  We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in the broader community, whether that be gender identity , LGBTQIA+ , cultural and/or linguistic , Aboriginal and/or Torres Strait Islander peoples , or people with a disability . Accessibility requirements and/or adjustments can be directed to [email protected] .

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

Applications close Monday 1 April 2024 at 11.00pm AEST (Job Reference Number – R-36780). Please note that interviews have been tentatively scheduled for late April.