Senior Instructional Support Consultant

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

This position will be partially based in the following office location:

Manchester, NH

For hybrid roles, employees must be able to commute to Manchester, NH on a regular basis.

The opportunity

The Senior Instructional Support Services (ISS) Consultant reports to the Senior Director of Academic Technology Operations. You will be an intermediary between the academic business and IT, particularly at University Campus, using an understanding of business domains and technology to help partners achieve desired outcomes. The Senior ISS Consultant collaborates with the ISS Consultants, the Senior Director, and faculty, staff, and students to promote and promote the appropriate and efficient use of technology across the university, especially in the curriculum at University College. They also provide platform support of important enterprise systems that are used by online and other modalities.

The Senior ISS Consultant accomplishes the core objective of the role by developing and delivery of technical training, conducting individual consultations, needs assessments, training sessions, and research to investigate technologies and software. You will help faculty and staff with the appropriate use of academic technologies that support the systematic use of Brightspace and other academic technologies (including classroom presentation equipment and Office 365) that support face-to-face and blended instruction at UC. You will also participate in the testing and validation of solutions delivering on approved requirements to ensure desired outcomes at University Campus. You will also provide similar services to staff incorporating platforms supported by ISS into any modality of instruction including Turnitin, RefWorks, LinkedIn Learning, Qualtrics, Poll Everywhere, MiniTab, ProQuest.

You will work in a Hybrid capacity, requiring on-site days in the office. #LI-Hybrid

What You'll Do:

• Oversee the Instructional Support documentation repository (OneNote, SharePoint, Teams) to ensure consistency and accessibility.
• Provide customer service and train Instructional Support consultants and others.
• Identify opportunities to enhance value through data integration, application use, and technology innovations, including process automation to improve student and staff experiences.
• Plan and implement organizational change programs to transition to desired future states.
• Support SNHU workgroups in applying principles for teamwork across organizational boundaries.
• Champion modeling Agile methodologies, automation, and operational strategies.
• Manage work study students, including training and scheduling.
• Support programs to improve organizational capabilities, with a focus on the Instructional Support Services (ISS) team.
• Coordinate information and technology strategies, using common approaches such as Agile methodologies to lead organizational benefits.
• Analyze and manage business demands for new or modified services, ensuring understanding of team and institutional goals.
• Develop and implement strategies to improve business and academic processes, exploring disruptive approaches to achieve greater efficiencies.
• Assess risks associated with proposed changes and ensure changes to products, services, or systems are identified.
• Seek opportunities to improve or introduce technology solutions within the SNHU ecosystem by engaging our users and looking for guidance.
• Facilitate dialogue with vendors and SNHU staff to confirm solutions, monitor vendor performance, and ensure agreement on SNHU's requirements.
• Partner with academic departments and technical teams to collaboratively design solutions that balance competing goals.
• Collaborate to develop training priorities with the ATS Senior Director and the Center for Teaching & Learning.
• Represent ITS Instructional Support Services in university meetings and committees.
• Develop relationships with partners and functional partners, being a liaison between ITS Instructional Support Services and academic partners.
• Lead conversations and collaborative sessions to agree on goals, document requirements, and achieve shared understanding of solutions.
• Conduct interviews and group sessions with academic and technology partners to formalize r