See Department Admin Contact Info

Department Administrators serve as a first line of support for DuckDocs users in their department. They manage user access, provide new user training and onboarding, and consult with Information Services staff to enhance DuckDocs processes and services.

Responsibilities Overview

• Access and Security: Manage access to department documents and processes, and ensure users understand and comply with security and privacy standards.
• User Training: Provide department users with guidance and resources for carrying out business processes in DuckDocs.
• Equipment Setup: Support proper installation and maintenance of the DuckDocs-supported hardware and software for department devices
• User Support, Troubleshooting, and Testing: Offer Tier 1 assistance for departmental DuckDocs matters, escalate when needed, and enhance system functionality by contributing to upgrade testing.
• Business Process Support: Contribute to process improvement by supporting discovery, design, and change management efforts.
• Configuration Support: Initiate requests through the UO Service Portal for configuration changes to security groups, document types, custom queries, etc.
• Records Management: Follow UO Records Management office procedures for all intake, storage, retrieval, and destruction (deletion) of documents stored in DuckDocs.
• Community of Practice: Serve as an active member of the DuckDocs Department Admin team, including participating in annual access audits and other DuckDocs initiatives.

Detailed Responsibilities

Access and Security

• Manage access to department documents and processes
• Maintain membership of department security groups
• Participate in annual audits of security group membership, facilitated by Information Services
• Maintain records of access approval as defined by UO Records Management
• Maintain security parity between production and test environments. E.g., If a user is added to a group in Prod, they should also be added in Test
• Ensure users understand and follow UO security standards, privacy standards, and data protection protocols.

User Training

• Instruct new users on how to access DuckDocs
• Provide user training for department-specific business processes in DuckDocs
• Provide users with guidance on proper storage, retrieval, and destruction (deletion) of department documents
• Ensure users understand and follow UO policies regarding sensitive data and documents

Equipment Setup

• Ensure users’ correct installation of Unity Client software where needed
• Ensure the correct installation of department scanner stations where needed
• Ensure maintenance of the DuckDocs-supported hardware and software for department devices
• Ensure that all devices accessing DuckDocs documents are secure and follow UO’s requirements for data security
• Install upgraded Client software to user machines when required

User Support, Troubleshooting, and Testing

• Serve as Tier 1 support for department DuckDocs issues
• Report issues to Information Services via the UO Service Portal when escalation is necessary
• Assist Information Services with resolution of Priority 1 service incidents, as needed
• Participate in upgrade testing and provide feedback to Information Services
• Provide support to department users and devices when DuckDocs upgrades are pushed out from Information Services

Business Process Support

• Support discovery, research, and design of new processes
• Implement a full discovery of records management requirements before requesting new document types be added into DuckDocs
• Support updates to existing processes
• Assist in development of department change management procedures

Configuration Support, Coordination, and Communication

• Inform users and Information Services for any new or changed LifeCycles and other configuration objects
• Coordinate scheduling of LifeCycle tasks and other process tasks with UO Administrators in Information Services (e.g.,  timers in LifeCycle queues or DIP processes)
• Ensure users are notified of any downtime due to department scheduled tasks, processes, and changes
• Make requests through the UO Service Portal when configurations changes are required (e.g., to security group product rights, document types, keywords, custom queries, etc)

Records Management

• Follow UO Records Management office procedures for all intake, storage, retrieval, and destruction (deletion) of documents stored in DuckDocs
• Manage all possible locations of a document, their storage, and their destruction
• After documents are imported into DuckDocs, verify that paper copies are shredded to UO Records Management standards and/or verify that electronic files (i.e., PDFs, TIFFs, etc) are permanently deleted
• Ensure that the DuckDocs document is the only copy that exists

Community of Practice

• Serve as an active member of the DuckDocs departmental administrator team
• Attend team meetings
• Share knowledge with and provide technical assistance to other departmental administrators when possible