Director, Business Applications Administration/Integration

The Director Business Applications/Integrations is accountable for proper administration and on-going operations of all business application systems used within the University System of New Hampshire institutions, and then ensuring efficient and consistent operations for the University System of New Hampshire.

• Empowered and accountable to meet or exceed the established customer service standards.

• Creates and maintains an established set of best-practice business processes, operational standards and procedures, and qualitative and quantitative metrics to ensure effective support to students, faculty, staff, and researchers.

• Sets direction, establishes goals, and aligns priorities for all operating locations to meet established service standards and metrics.

• Effectively collaborates with other technology and business leaders to understand, gather, and disseminate information regarding changes in IT operations and technologies that that may impact our customers.

• Empowered with budgetary and supervisory responsibilities.

• Requires travel to all institutions.

• The position has authority to hire and terminate employees, structure and assign employee work, provides direction to staff, conducts performance reviews, handles disciplinary actions, makes salary decisions, and provides functional supervision and training.

Job Duties:

Leadership

• Consummate leader with positive presence that guides an organization with a culture of unwavering dedication to the customer base, a passion for excellence, and a constant drive to improve service delivery.

• Empowered and accountable for establishing systems methodology, procedures, and protocols for supporting business technology solutions across multiple operating locations across New Hampshire, and then ensuring efficient and consistent operations for the University System of New Hampshire.

• Empowered and accountable to meet or exceed the established customer service standards.

• Creates and maintains an established set of best-practice business processes, operational standards and procedures, and qualitative and quantitative metrics to ensure effective support to students, faculty, staff, and researchers.

• Effectively collaborates with other technology and business leaders to understand, gather, and disseminate information regarding changes in IT operations and technologies that that may impact our customers.

• Directly interfaces with customer base to identify areas for improvement.

Exceptional team player

• Communicates effectively throughout the organization.

• Establishes and maintains strong and positive working relationships with peer departments and vendors to ensure that the help desk teams meet service-level agreements.

• Co-authors strategic communications for distribution to USNH customer base.

• Develops and implements annual goals and strategies for area of responsibility, addresses resourcing needs and regularly assesses and reports on risk in the absence of resources.

• Compared operations to industry best practices (e.g. ITIL, Lean, DevOps) and current information technology trends to align processes and procedures to best practices where practical.

• Knows what right and wrong looks like. Recognizes discrepancies between what is happening and what should be happening and take corrective actions

• Operates with humility and reflection. Modifies existing procedures to respond to new situations or better ideas.

Management

• Oversee business technology solutions and services across a number of environments and disciplines including coordination of system upgrades, monitoring of on-going operations, coordination of troubleshooting and problem solving to address complex service delivery and integration issues

• Sets direction, establishes goals, and aligns priorities for all operating locations to meet established service standards and metrics.

• Empowered and responsible to hire, train and terminate employees, structure and assign employee work, provides direction to staff, conducts performance reviews, handles disciplinary actions, makes salary decisions, and provides functional supervision and training.

• Provides guidance, support, and coaching to entire application administration team.

• Motivates the staff to meet the department’s-established service levels and project goals.

• Direct processes and select and oversee implementation of appropriate tools to manage development processes, application code deployment, and data handling and integration for both local-hosted and