<E-Services Specialist>

Department:	Retail Services	Effective Date:	May, 2007
Grade:	USG 7	Reports to:	Information Technology Administrator

General Accountability

The E-Services Specialist is accountable for timely and reliable technology for Retail Services marketing e- technologies and e-services. In a team oriented environment, the incumbent provides management support and administrative website support in order for Retail Services to provide timely customer service and maintain e-connections with students, faculty, staff and external campus community including alumni.

Nature and Scope

The incumbent is accountable to the Retail Services IT Administrator. Also reporting to the IT Administrator is the Information Systems Specialist. The IT Administrator is accountable to the Director, Retail Services for all aspects of computer technology, electronic communications, e-commerce services, and technology strategic planning functions.

Retail Services is the ancillary academic support unit responsible for providing goods and services for to students, faculty, staff, alumni and external community. Retail Services business operations include five retail stores – Bookstore, CampusTechshop, UW Shop, Techworx and Artworx. Functional divisions within Retail Services include Information Technology, Accounting, Marketing, Shipping & Receiving

The Bookstore is the largest retail business unit responsible for all faculty coursebooks and course related materials for approximately 22,000 FTE students. This includes on campus, distance education program and graduate studies. Through the Retail Services CampusTechshop, the department is the designated UW higher education reseller for brand name computer vendors such as Apple, IBM, Toshiba providing hardware, software, certified technician services and other peripherals. The UW Shop, Techworx, and Artworx provides academic supplies, emblematic products, custom order services and co-ordinating the Hood and Gown rental/sales for the university’s convocation ceremonies.

The incumbent is responsible for supporting technical production operations, implementation and support of all web-based applications (CCRA, booklook, On Line Adoptions, Interchange order management, Express Books), updates Retail Services website ensuring compliance with the University’s common look and feel policy, as well as generating web standards and practices. The incumbent is also responsible for updates to Inscriber Infocaster digital signage system, distribution of digital information via Subscriber e-newsletter and Events that Matter email list management systems.

The incumbent must have knowledge and experience with multiple web oriented programming methods including but not limited to html, css, php javascript, ruby and flash. The incumbent must also have an understanding of web user requirements across a broad range of operating systems (Windows XP, Vista, Mac OSX, Linux) and browsers (Internet Explorer, Safari, Opera, Firefox).

The incumbent will work with the Marketing Co-ordinator to implement new marketing electronic information and e-initiatives that generate daily inquiries, ecommerce business and interest from the internet. The incumbent maintains productive working relationships within the Retail Services unit providing technical and design support, advising on available technologies and developing web strategies.

The incumbent assists with projects, events and services under the direction of the IT Administrator. Retail Services maintains internal relationships with faculties and academic support units through collaboration on e-projects, digital signage service, including technical and/or design requirements.

Web applications and digital content systems are vital to Retail Services mission statement and customer service role in serving the University students, faculty and staff. Students and Faculty use Retail Services Web applications (booklook, linelook, booklist and Express Books) to enhance their academic experience and source essential educational materials. These applications must remain up to date, accurate and available across a wide variety of platforms and conform to University computing policies. Electronic and digital technology enhancements will increase with students having a higher expectation for real time information and immediate communication.

Statistical Data

Web	7 websites, 200 individual pages. 140, 000 visitors, 42,000 page views weekly during peak periods
Email List Management Systems	1,500 subscribers Permission Based Marketing: CampusTechshop E-Newsletter Events That Matter Bookstore, UW Shop E-news
Infocaster Digital Signage	30,000 person broadcast audience.
E-commerce	(New) Bank Authorized E-retail services

Specific Accountabilities

Develops, maintains and troubleshoots for Retail Services 7 web sites and all connected web pages to ensure they can be accessed in all browser/OS combinations, meet university common look and feel policy and UW computing standards.
Develops, trains, maintains and troubleshoots Retail Services Web based applications used by Retail Services and UW students, faculty and staff.
Evaluates current and evolving web programming methodologies and uses these methodologies to develop Retail Services web standards. Uses the World Wide Web Consortium as resource in keeping up to date on current and future web standards implemented in Retail Services.
Develops and updates digital signage display content including but not limited to graphic layouts, video (flash based and otherwise), text, live rendering of external feeds (text, xml/rss, live video) and titling native to the Infocaster software. Keeps digital signage application software patched and secure with supported software updates.
Utilize email list management systems to create and distribute e-newsletters and notifications to Retail Services email membership lists. These notifications include graphical display materials that must be clearly visible to list members.
Responsible for writing technical documentation and operational manuals that relate to Retail Services Web and Digital content applications.
Collate, analyse, evaluate and report on e-community, e-newsletters, email listserves, on-line customer service surveys and other web statistics.
Trainer for CCRA and other Retail Services Web applications. These include Booklook, Express Books, Booklist. Book Recon, Credit Swap, Buried Treasures, On Line Adoptions and all newly developed applications.

Other Retail Services IS support:

Provides back up for IT Administrator and IS Specialist for Retail Services inventory management, point of sale systems. (Visual Ratex, WATPOS, TOG and CPRM) and customer service support.
Occasional lifting and moving desktop computers, moving POS mobile workstations and connecting network cables when required.