Janet Jones
Urbana,IL
Summary
Collaborative leader with dedication to partnering with stakeholders to promote engaged, empowering work culture. Accomplished IT professional and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency with over twenty-five years of management, strategy, project planning, service management and service delivery experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director - Enterprise Applications and Development
University of Illinois, Urbana-Champaign
08.2023 - Current
- Collaborate on and help lead campus initiatives in support of campus and campus IT initiatives, including serving on Operational Excellence IT Advisory Governance Committee
- Participate as member of Technology Services’ leadership team in delivering enterprise-level IT services and contributing to strategic planning and organizational effectiveness, including serving on the Budget Advisory Committee
- Oversee financial aspects of unit by participating in activity based costing, establishing and maintaining service lines, and allocation of resources to meet needs.
Acting Director - Enterprise Applications and Dev
University of Illinois, Urbana-Champaign
03.2021 - 06.2023
- Collaborate on and help lead campus initiatives in support of campus and Technology Services initiatives.
- Lead employees with focus on operational excellence, improving processes, accelerating process timelines, developing employees for future leadership roles, and be change champion throughout organization and on campus.
- Prepare and manage operational budgets of size and scope commensurate with overall responsibilities.
Associate Director - ELM & Collaborative Services
University of Illinois, Urbana-Champaign
06.2017 - 08.2023
- Provide leadership, oversight, and management of Enterprise Learning Management & Collaborative Services team which provides campus learning management, cloud storage, communication and collaboration services
- Recruit, manage, and develop staff for next generation work; managing 30% increase in supported services with 50% reduction of staff due to attrition/retirement
- Define, develop, and implement operational plans that align with strategic direction and emphasize service value, operations, reliability and performance
- Identify and implement opportunities for improvement in services and internal processes, utilizing project management methodologies
- Build and leverage relationships across organization to fulfill shared goals and drive value
Associate Director - Service Center
University of Illinois, Urbana-Champaign
01.2009 - 06.2017
- Provide leadership and oversight of campus Service Center which included service desk, voice communications, problem management, customer relations and communications functions
- Establish Service Lifecycle Management & Support team, championing ITSM best practices and procedures and evolving the organization's customer facing services
- Develop, administer, and implement incident management, problem management, and service request management work flows
- Ensure excellent customer services by partnering with internal and external groups to set and manage customer expectations
- Act as advocate for customer in service planning and deployment across organization
- Participate in and advised organization's Process Improvement function ensuring standard method for change management procedures
Manager - Communications Customer Service
University of Illinois, Urbana-Champaign
01.2008 - 01.2009
- Lead and manage Communications Customer Service and Campus Operator personnel
- Measure divisional performance then design, plan, and implement strategies to improve effectiveness and efficiency
- Research, document and recommend service enhancements and service changes to executive management
- Manage vendor relationships and increased performance of services and processes
Education
Bachelor of Science - Biological Sciences
Mississippi State University
Starkville, Ms1991
Skills
- Leadership & Facilitation
- Staff Management & Development
- Customer Relations & Support
- Process Improvement
- Project Management
- Strategic & Organizational Planning
Certification
Big Ten Academic Alliance IT Leaders Program: 2010
ITIL V3 Foundations Certified: 2013
Technology of Participation Facilitation Certified: 2019
Emerging Women Leaders Participant: 2022-2023
University of Illinois Urbana-Champaign IT Council Member: 2023
University of Illinois Urbana-Champaign IT Advisory Governance Committee Member: 2023
Timeline
Director - Enterprise Applications and Development
University of Illinois, Urbana-Champaign
08.2023 - Current
Acting Director - Enterprise Applications and Dev
University of Illinois, Urbana-Champaign
03.2021 - 06.2023
Associate Director - ELM & Collaborative Services
University of Illinois, Urbana-Champaign
06.2017 - 08.2023
Associate Director - Service Center
University of Illinois, Urbana-Champaign
01.2009 - 06.2017
Manager - Communications Customer Service
University of Illinois, Urbana-Champaign
01.2008 - 01.2009
Bachelor of Science - Biological Sciences
Mississippi State University
Big Ten Academic Alliance IT Leaders Program: 2010
ITIL V3 Foundations Certified: 2013
Technology of Participation Facilitation Certified: 2019
Emerging Women Leaders Participant: 2022-2023
University of Illinois Urbana-Champaign IT Council Member: 2023
University of Illinois Urbana-Champaign IT Advisory Governance Committee Member: 2023
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