USS Implementation Work Streams
Summary list of work streams
- Delivery Models, Support Models, and Service Level Expectations
- Classroom Technology & Support
- Knowledge Management
- Zone IT
- Student Management
- Service Desk Locations
- Enterprise Device Management (EDM) & Computer Lab Management (includes asset management, SCCM, and Jamf)
- TDX (Tools)
- Confluence (Tools)
- Remote Support and Chat (Tools)
- Employee Engagement and Experience
- HR position descriptions & organization chart
- Finance (incl. budget model & USS indices)
Work Stream Descriptions and Team Membership
Delivery Models, Support Models, and Service Level Expectations
This work stream group is responsible for eliciting information about current state and documenting delivery models in order to identify opportunities for improvement for future state delivery models. This work stream group is also responsible for executing delivery model recommendations, determining first touch and resolution times, as well as executing support model recommendations (including the call center and off-campus support).
| Team member name | Project role | Department |
| Gary Sullivan | Work stream lead | IS |
| Director of USS (TBD) | Work stream lead | IS |
| Tommy Harmon | Business Analyst | IS |
| Guy Eckelberger | Subject Matter Expert | SOMD |
| Sandra Lee | Subject Matter Expert | IS |
| Ginamarie Jones | Subject Matter Expert | LAW |
| Kevin McGlinchey | Subject Matter Expert | FASS |
| Shandon Bates | Subject Matter Expert | LCB |
| Geoffrey Marcus | Subject Matter Expert | CASIT |
| Michelle Brown | Subject Matter Expert | SAIT |
| Duncan Barth | Subject Matter Expert | LIB |
| Tevis Boulware | Subject Matter Expert (ex officio) | IS |
Classroom Technology and Support
Classroom technology and support will provide assistance with the technology and hardware in classrooms, including troubleshooting, AV support, equipment, etc. This work stream group is responsible for identifying gaps that exist today for classroom technology and support and recommending how support should be delivered in an efficient and collaborative way.
| Team member name | Project role | Department |
| Shandon Bates | Work stream lead | LCB |
| Nathan Brown | Business Analyst | IS |
| Dave Petersen | Subject Matter Expert | CMET |
| Matt Schmidt | Subject Matter Expert | SOJC |
| Ken Loge | Subject Matter Expert | COE |
| Jess Yates | Subject Matter Expert | LAW |
| Sean Curtin | Subject Matter Expert | PDX |
| Ed Mason | Subject Matter Expert, AV Design & Engineering (ad hoc) | CMET |
Knowledge Management
Knowledge Centered Support (KCS) will be the methodology used for managing all external knowledge base articles. This work stream group is responsible for implementing KCS and improving the existing external knowledge base based on KCS principles. ** This work stream is dependent on the HR work stream. **
| Team member name | Project role | Department |
| Mike Moresi | Work stream lead | CASIT |
| Knowledge Manager (TBD) | Work stream lead | IS |
| TBD | Business Analyst | IS |
| Eric Ledford | Subject Matter Expert | ADV |
| Marc Levy | Subject Matter Expert | SOMD |
| Cleven Mmari | Subject Matter Expert | SAIT |
| James Ingalls | Subject Matter Expert | CASIT |
| Brandon Kellogg | Subject Matter Expert | JWJ |
| Tevis Boulware | Subject Matter Expert | IS |
Zone IT
Desk-side and specialized IT support for faculty and staff will be delivered through a zone IT model. This work stream group is responsible for identifying zones, staffing needs, transition plans, and executing zone IT recommendations. ** Dependency will be the org structure and the identification of people. **
| Team member name | Project role | Department |
| TBD | Work stream lead | |
| USS Campus Leader (TBD) | Work stream lead | IS |
| TBD | Business Analyst | IS |
| Jody Bleisch | Subject Matter Expert | BAO |
| Karl Owens | Subject Matter Expert | LCB |
| Tim Miller | Subject Matter Expert | JWJ |
| Norm Myers | Subject Matter Expert | HOU |
| Doug Burzell | Subject Matter Expert | PDX |
Student Management
Student management for USS student employees will be centralized and standardized. This work stream group is responsible for identifying standard processes for hiring, training, and management of USS student employees.
| Team member name | Project role | Department |
| Sean Sharp | Work stream lead | DSGN |
| TBD | Business Analyst | IS |
| Cam Schultz | Subject Matter Expert | SOJC |
| Sean Sharp | Subject Matter Expert | DSGN |
| TBD (TSD new hire) | Subject Matter Expert | IS |
| Sam Villalobos | Subject Matter Expert | LIB |
| Amy Gurley | Subject Matter Expert | FASS |
Service Desk Locations
This work stream group will be responsible for evaluating current service desk locations and need for walk-up locations.
| Team member name | Project role | Department |
| TBD | Work stream lead | |
| TBD | Business Analyst | IS |
| Douglas Hethmon | Subject Matter Expert | HOU |
| Shandon Bates | Subject Matter Expert | LCB |
Enterprise Device Management (EDM) & Computer Lab Management
EDM will be responsible for the management of all UO purchased/owned hardware and devices, and SCCM and Jamf will become the central tools for managing clients. This work stream group will be responsible for executing all EDM recommendations, conducting an analysis of what asset management tools we have today, recommending and implementing a central asset management tool, and identifying transition plans for centralizing SCCM and Jamf. Also, will be responsible for executing all computer lab management recommendations (including printing).
| Team member name | Project role | Department |
| Michelle Brown | Work stream co-lead | SAIT |
| Sam Crow | Work stream co-lead | CASIT |
| Kelsey Lunsmann | Business Analyst | IS |
| Ryan Stasel | Subject Matter Expert | SOJC |
| Pat Best | Subject Matter Expert | LIB |
| Mike Suskin | Subject Matter Expert | LCB |
| Jason Shirley | Subject Matter Expert | DSGN |
| Mathew Gauvin | Subject Matter Expert | IS |
| Chad Little | Subject Matter Expert | CASIT |
| James Barnum | Subject Matter Expert | FASS |
| Nathan Wallace | Subject Matter Expert | HOU |
| Peter Verrey | Subject Matter Expert | LIB |
| Mark Messenger | Subject Matter Expert (Security – ad hoc) | IS |
UO Service Portal (TDX)
The UO Service Portal (aka TDX) will become the central ticketing system used for all USS staff. This work stream group is responsible for identifying and performing work required to on-board USS staff into TDX as each unit moves through the transition process. (Tools)
| Team member name | Project role | Department |
| Kelsey Lunsmann | Work stream lead | IS |
| Kelsey Lunsmann | Business Analyst | IS |
| Tevis Boulware | Subject Matter Expert | IS |
| Sandra Lee | Subject Matter Expert | IS |
| Mike Orr | Subject Matter Expert | SAIT |
| Eric Ledford | Subject Matter Expert | ADV |
| Kevin McGlinchey | Subject Matter Expert | FASS |
| Michael Clark | Subject Matter Expert | BAO |
| Dave Roberts | Subject Matter Expert | JWJ |
| Michelle Brown | Subject Matter Expert (ex officio) | SAIT |
| Ryan Stasel | Subject Matter Expert (ex officio) | SOJC |
Confluence
Confluence will become the central tool used for managing internal IT knowledge base documentation (i.e. documentation used only by IT staff). This work stream group is responsible for identifying and consolidating all Confluence licenses, identifying additional licensing needs (if applicable), developing a recommendation on how Confluence should be best organized for USS, and developing transition plans for migrating internal documentation to Confluence. (Tools)
| Team member name | Project role | Department |
| Gary Sullivan | Work stream lead | IS |
| TBD | Business Analyst | IS |
| Jillian Sallaway | Subject Matter Expert | IS |
| Kit Day | Subject Matter Expert | IS |
| Derek Wormdahl | Subject Matter Expert | IS |
| Mike Moresi | Subject Matter Expert | CASIT |
| Mathew Gauvin | Subject Matter Expert | IS |
| John Fuller | Subject Matter Expert | ECS |
Remote Support and Chat
Bomgar will become the central tool used for remote support and chat. This work stream group is responsible for identifying additional licensing needs (if applicable), the implementation of chat to our already existing Bomgar service, and how to best to deliver IT support services for online education. (Tools)
| Team member name | Project role | Department |
| Sara Stubbs | Work stream lead | IS |
| TBD | Business Analyst | IS |
| TBD | Subject Matter Expert (Online Education Liaison) | OtP |
| Sean Sharp | Subject Matter Expert | DSGN |
| Clayton O’Brien | Subject Matter Expert | PDX |
| Bobbi Bothel | Subject Matter Expert | IS |
| Jason Shirley | Subject Matter Expert | DSGN |
| Bill Anderson | Subject Matter Expert | FASS |
| Matt Cook | Subject Matter Expert | HOU |
| Billy Ray | Subject Matter Expert | SAIT |
| Ben Heiken | Subject Matter Expert | IS |
Employee Engagement and Experience
This work stream group will focus on the people side of change identifying best practices and activities to drive employee engagement and adoption. The work stream members will provide hands-on change management coaching support and will partner with the project manager, project sponsors and project team members to formalize a process to ensure the employee engagement and experience through the disruption of change is a priority; scope, design and deliver change plans and approaches to increase the understanding of the what, why and process of the change; anticipate and navigate barriers to successful change; and, develop tools, processes and procedures to help people adapt to the change.
| Team member name | Project role | Department |
| Paul Taylor | Work stream lead | Information Services/USS Project Manager |
| Patrick Chinn | Communications | Information Services |
| Clare Fowler | Change Consultant | UO |
| Kelsey Lunsmann | Business Analyst (ad hoc) | IS |
HR position descriptions & organization chart
This work stream group is responsible for working with CIO to develop and finalize the USS organizational chart and USS staff position descriptions, interviewing USS identified staff about career aspirations, and working with central HR to transition staff to new positions.
| Team member name | Project role | Department |
| Shawna Gilbert in conjunction with UO Human Resources | Subject Matter Expert | IS |
| Kelsey Lunsmann | Business Analyst | IS |
| Cindy Hetrick | Subject Matter Expert | IS |
Finance (incl. budget model & USS indices)
This work stream group is responsible for gathering budget data for USS staff, student employees, supplies, services, all accompanyingindices, and working with units across campus to establish a financial model to support USS.
| Team member name | Project role | Department |
| Melynn Bates | Work stream lead | SOMD |
| Kelsey Lunsmann | Business Analyst | IS |
| Cindy Hetrick | Subject Matter Expert | IS |