As the university has transitioned out of the pandemic, we have seen many changes in IS&T. We continue to offer support for faculty and staff working remotely or hybrid, and we have simultaneously refocused our efforts to on-campus support. In particular, we have improved the support offered in the classroom, augmenting our popular “one-button” support with a direct classroom support phone line, 6666. A faculty member experiencing issues in the classroom will immediately receive a call back on that line to ensure that your classroom problems are resolved in the fastest time possible.
In Fall 2022, IS&T moved to Jira; a new ticketing system to streamline our internal processes and provide better service to you. The move to Jira has improved our processes so that calls for support are routed more efficiently, leading to faster resolution for our community. Jira also allows us to gather information regarding end-user satisfaction with how we are resolving the community’s support issues. I am pleased to share with you that we earned a rating of 4.8 out of a possible 5 during the Fall semester. Jira has been such a successful tool for us that many other units across the campus, such as Financial Services, have begun to use it to manage their requests and workflow, which we welcome. As Jira has been growing so quickly, we will create an informational page for you, connected with working@chapman, and will communicate that shortly.
The final change we have made regarding support is implementing a pilot with a commercial partner, Blackbelt Help, to help manage the increasing support volume. I want to stress that this is a pilot, and we have not committed to using this service permanently. We welcome your feedback, and I ask you to contact Barron Williams with your feedback and comments.
As a member of the campus community, I am energized by our new strategic plan, Our Path to Greatness. It is very exciting to see digital transformation and data analytics highlighted at this level. IS&T is partnering with our colleagues across campus to realize this vision, particularly in the areas of Operational Excellence and Student Success. Many projects are underway, including automating functions such as the Change of Major/Minor, Faculty Hiring processes, and Curriculum management. We have already implemented several tools to enhance the student experience, including AI-based tools to manage student support in numerous areas and a more user-friendly student center.
Finally, I would like to take a moment to introduce you to several new staff members who joined IS&T in Fall and early Spring.
- Anar Dadashov: Salesforce Developer
- Benny Lou Angeles: Security Operations Engineer, Information Security
- Cristian Monarrez: Communications and Training Specialist
- Elizabeth Torres-Lam: Business Analyst, Data Analytics
- Joaine Aquilo; Peoplesoft Programmer/Analyst
- John Burckert: Senior Peoplesoft Programmer/Analyst
- Kraig Wilson: Client Services Technician I
- Lydia Dawoud: Report Writer, Data Analytics
- Rick Chau: Client Services Tier 1
- Ryan Bakonis: Senior Systems Administrator, Network Administration
- Shannon Muramoto: Instructional Technologist, Educational Technology
- Sharlene Heard: Director, Business Applications
- Steven Rau: Client Services Tier 1
I would also like to congratulate Veronica Ramirez, who has moved from our IS&T Service Desk to accept a role as a Vulnerability and Risk Assessment Analyst in Information Security, Dorcas James, who has moved into the Director of Enterprise Projects role, and Pamela Houchen, who has moved into the IS&T Service Desk.
Thank you again for your collaboration and your support!