IT Communications & Client Success Specialist II

PRIMARY PURPOSE:

The IT Communications & Client Success Specialist II is responsible for creating and managing content and design for USF ITs website social media platforms and printed materials. This position plays a proactive role in shaping the online and physical presence of USF IT by developing visually appealing and informative content ensuring it aligns with communication strategies.

This role supports both IT communications and client enablement helping the university community understand adopt and effectively use IT tools and services through clear messaging education and outreach.

This position applies communication and technical skills to produce content that drives user engagement motivates users to seek out USF ITs online resources and improves their understanding of IT products and services. This position collaborates with cross-functional teams to ensure messaging consistency across all channels.

• Salary: $56966.00
• Shift Hours: 8AM - 5PM
• Work Schedule: Monday - Friday
  

ORGANIZATIONAL SUMMARY:

Located in the vibrant and diverse Tampa Bay region of Floridas gulf coast theUniversity of South Florida (USF) is a Preeminent State Research University with campuses in Tampa St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S. Tampa Bay offers a high quality of life year-round sunshine and easy access to top-ratedentertainment. USF is one of the nations largest public universities serving more than 50000 students with an annual budget of $1.8 billon. Over the past five years USF has been the fastest-rising university in the nation public or private on the U.S. News and World Reports list of best universities which it ranks as the 44thbest public university in America.

USF is proud to be an innovating partner within the Tampa Bay region listed byForbesas the top emerging tech city in the country.

USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team led by the Vice President and CIO provides the following services: Administrative Services Client Support Communication Services Teaching and Learning Analytics and Reporting Mobile and Web Services Consulting Services Cybersecurity Service and Research Technologies. For more information please visit:Information Technology University of South Florida ()

ADDITIONAL INFO FOR APPLICANTS:

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

USF offers GREAT BENEFITS to full time employees!!

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation Days
• Paid Sick Days
• 11 Paid Holidays
• Various Retirement Options including 401K employer match
• Tuition Assistance (available for yourself spouse partner or dependent)

For more information about your total compensation package and other USF benefits please visit: Work at USF

PRIMARY JOB DUTIES:

1. Communication Strategy and Content Creation
   Develop and implement IT communication strategies.
   Ensure communication aligns with the departments overall goals and timelines.
   Create content for diverse communication formats including newsletters presentations and web.
   Develop training materials instructional guides and video content for end-users.
   Ensure content clarity for both technical and non-technical audiences.
   Create client enablement content that supports adoption of enterprise tools and services.
   Develop how to guides learning materials and quick start resources for IT platforms and services.
   Translate technical capabilities into client understandable value and outcomes.
   Design and lead tool adoption and client enablement strategies in partnership with service owners.
   Ensure communications and learning materials support measurable adoption and effective use not just awareness.
2. Client Engagement & Collaboration
   Collaborate with IT teams and leadership to ensure alignment with messaging and timelines.
   Engage with cross-functional teams to ensure coordinated messaging.
   Serve as a point of contact for stakeholders within the organization for IT-related communication needs.
   Serve as a client success partner for IT services helping clients understand adopt and effectively use tools.
   Collaborate with service teams to identify client readiness training needs and adoption gaps.
3. Change Management
   Manage communication efforts for IT change management processes ensuring users are informed about system upgrades tool changes and new rollouts.
   Develop and distribute instructional materials for smooth adoption of new technology.
   Develop client education and readiness materials to support successful technology adoption.
   Support post launch reinforcement follow up learning and adoption optimization.
4. Communication Channel Management
   Manage and optimize IT communication channels ensuring users receive timely and accurate information through the appropriate platforms.
   Regularly update content across channels and analyze engagement metrics to improve outreach.
   Maintains currency of communication tools and templates.
   Manage and support client education channels including webinars learning series and self service resources.
   Coordinate webinars workshops and learning events related to IT tools and services.
   Partner with service teams to maintain evergreen enablement content.
5. Leadership and Mentorship
   Take on a leadership role in managing communication efforts for projects.
   Mentor junior team members and provide guidance on communication best practices.
   Coordinate or lead Student Ambassador Program activities including scheduling content alignment and collaboration with service teams.
   Mentor students and junior staff contributing to client education and outreach efforts.
6. Performs other duties as assigned

MINIMUM QUALIFICATIONS:

Bachelors degree and 2-4 years of related experience or an equivalent combination of education and experience.

Degree Equivalency Clause: Four years of direct experience for a bachelors degree.
Senate Bill 1310- The Florida Senate ( is conditional upon meeting all employment eligibility requirements in the U.S.
SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required not to exceed:
(a) Two years of direct experience for an associate degree;
(b) Four years of direct experience for a bachelors degree;
(c) Six years of direct experience for a masters degree;
(d) Seven years of direct experience for a professional degree; or
(e) Nine years of direct experience for a doctoral degree
Related work experience may not substitute for any required licensure certification or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
Minimum Qualifications that require a high school diploma are exempt from SB 1310.

SOFT SKILLS:

IT Competencies:

• Growth Mindset: Takes ownership of personal growth and embraces the concept that intelligence and talent can be developed through continuous learning. Willing to take on new challenges and views failure as an opportunity to grow.
• Communication: Comfortable using a broad range of communication styles and chooses appropriate effective ways to communicate. Adapts communication style depending on the audience and situation. Listens and asks questions to develop a better understanding.
• Collaboration: Collaborates with others in the pursuit of common missions visions values and goals. Fosters a sense of community within and across teams building on mutual respect trust and drawing on the strengths of others.
• Client Obsession: Client focused when creating solutions or solving problems believing that everything we do is to earn and keep our clients trust.
• Ownership: Takes responsibility accountability and proactively focuses on areas they can directly influence. Understands their role within the team and recognizes that they share the teams successes and failures.
• Outcome Driven: Focuses on desired results business outcomes and how to achieve them. Takes appropriate actions to ensure commitments are met and results achieved.