Associate Director, Enterprise Customer Services

Job Posting Title:

Associate Director, Enterprise Customer Services

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Hiring Department:

Enterprise Business Information Technology Solutions

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

To Be Determined at Offer

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Earliest Start Date:

Ongoing

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes

Flexible work arrangements and telework are available for this position.

Enterprise Business IT Solutions (eBITS) manages systems and provides IT enterprise support services related to financials, accounting, human capital management (HR/payroll), procurement, and payment services, along with other central business services. For more information, visit https://ebits.utexas.edu.

Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

The University of Texas at Austin provides an outstanding benefits package. Those benefits include:

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, and holidays
• Teachers Retirement System of Texas (a defined benefit retirement plan)
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card

For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards

Purpose

Provide leadership and operational oversight for the Enterprise Customer Services division of eBITS, which is responsible for delivering excellent campus-facing support to users of the University's enterprise business applications. 

Responsibilities

• Oversee the development and growth of Business Relationship Management capability to align eBITS with campus priorities further. Work with campus partners to identify and evaluate relevant campus-originated business requests. Establish multi-directional engagement between stakeholders, end users, and business units supported by eBITS.
• Oversee the development and growth of communication, training, documentation, and change management practices related to ongoing system support and implementing new system capability. This includes operational and tactical decisions with strategic recommendations.
• Oversee askUS service desk and operational support for business application systems supported by eBITS.  Manage and monitor the effectiveness of services provided. Provide tactical support and strategic recommendations.
• Collaborate with other eBITS divisions to ensure training, end-user documentation, communication, and change management activities for medium—and large-scale system implementations, system upgrades, and enhancement initiatives are met.  
• Other related functions as assigned.

Required Qualifications

• Experience in a leading team responsible for SaaS or cloud-based application stewardship at an enterprise level.
• Demonstrated experience building and maintaining a high-performing team and functioning as an effective leader in a dynamic work environment through developing and maintaining a collaborative, engaged, service-oriented, results-driven culture.
• Experience with software tools commonly found in systems organizations such ServiceNow, JIRA (including JIRA Service Desk), Teams, Slack, and Microsoft's suite of tools.
• Experience working with business leaders to understand their overarching strategy and define how technologies can enable success.  Experience facilitating work groups to design or transform business processes, general work processes, or related skills.
• Demonstrated ability to translate complex or technical terminology and concepts into easily consumable form for stakeholders for whom systems or processes are a small part of their work but where comprehension is essential.
• Excellent written, verbal, relationship, and presentation skills.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• More than one year of Workday HCM/Payroll product