Student Success

metal abstract sculpture, located in front of the Engineering Building

Virtual First Stop

Program Status: Implementation

This project will replace the existing CampusNexus service email inbox that is currently used by the Registrar’s Office, Student Financial Services, and Financial Aid with Jira Service Management. This will allow for more effective collaboration between units and move these core student support units to a more modern tool with additional customer support features that could be implemented in the future.

Accomplished

  • Project charter reviewed and accepted by project sponsors
  • Kicked off implementation with Registrar’s Office (RO), completed business process analysis, and trained agents.
  • Activated RO support team so tickets can be created on the student’s behalf or transferred from OIT and OAI to RO. 

In Progress

  • Planning SFS and FA implementation, with an initial focus on migrating internal content like policies and procedures into Confluence.

Project Health

  • The pace of this project has slowed. Resource constraints continue to be the primary risk to this project
    • OIT has limited capacity and multiple high-priority projects
    • Financial Aid continues to be understaffed, which has already and may continue to delay their availability to migrate to Jira
    • Mitigation in the form of project phasing allows us to onboard units as they have capacity, but reduces the probability of major collaborative improvements

Project Team

Sponsors: Andria Johnson, Eki Yandall, Cristina Herrera, Ryan Bass
Lead: Nicolle DuPont, Megan Looney, Jennifer Bell, Karenna Wait 
Collaborators: Luke Norman, Nicole Crookston, Mia Martiney, Nick Buono, Sean Pingley