Under general direction of the Director of Enterprise Solutions, the manager of enterprise services provides leadership for centralized, enterprise-level technology service delivery of enterprise resource planning (ERP) and customer relationship management (CRM) systems. Ensures the area's technological level remains up to date, defines standards, and implements new procedures and techniques. Participates in the strategic planning for the Office of Information Technology. Supervises and provides functional direction to assigned staff and student employees. Establishes team goals and objectives. Effectively collaborates across technology teams and business units through excellent communication skills, diplomacy and a positive attitude.
Oversee the institution's information technology projects/activities. Direct/Manage/Supervise technology projects to meet specific university requirements. Develop and implement programs to maximize customer satisfaction and operational efficiencies. Hire and maintain staff and ensure adequate staffing for projects and university IT operations. Work closely with other leaders on campus to develop plans to meet institutional objectives and provide support resources.
Department Specific Essential Job Functions
Responsible for activities involving the planning, development, administration, management and support of university enterprise systems and architecture. Manages and leads teams of analysts and programmers supporting enterprise resource planning (ERP) with student information, financial aid, HR and accounting modules; customer relationship management (CRM) systems; and third-party systems integrations. Understands the business strategy of enterprise-wide business and IT management and works with the team to define requirements. Communicates and coordinates with other team leads, business leadership, and project managers to ensure appropriate integration of processes and modules across the enterprise.
- Manages UCO's enterprise systems so that they function reliably, meeting the organization's business needs, and use the organization's IT resources effectively.
- Leads and manages system upgrades, rollouts and implementations; developing workflows; documenting processes; developing policies and ensuring they are followed.
- Manages professional staff and daily operations, provides technical expertise to staff supervised, and resolves problems escalated to the Manager level.
- Develops work plans, goals and objectives in relation to staff activities to ensure service delivery and alignment with OIT priorities.
- Monitors, analyzes and reports on the progress of service delivery; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; and responds to customer needs.
- Assesses, identifies and recommends innovative solutions that provide continuous improvement in the organization.
- Performs other duties as assigned.
Bachelor's degree or equivalent work experience that provides knowledge of and exposure to fundamental theories, principles, and concepts for enterprise systems management. Requires the application of expertise in a chosen field to achieve results with 5+ years of progressive experience. Must have previous management experience.
Previous experience in large enterprise systems delivery with leadership or managerial role.
Experience with Ellucian Banner ERP and Ellucian Recruit CRM preferred.
Working knowledge of Agile/Scrum practices in managing the software development life cycle.
Experience in higher education.
Excellent verbal, written, organizational skills, and ability to interface directly with executive level staff. Must possess strong customer service and interpersonal skills; maintain courteous attitude in dealing with students, faculty, and staff. Strong analytical, organizational, and collaboration skills. Solid communication and presentation skills. Ability to effectively communicate including reading, writing, speaking, and understanding English to a wide range of needs and audiences; ability to explain technical terms in everyday language. Ability to work well under pressure. Ability to work independently or with specialized group and; ability and willingness to complete several concurrent tasks in a fast-paced, detail-oriented, multi-tasking environment. Continually updates skills and knowledge relative to the position and the technology industry. Adheres to and complies with UCO's shared values and the Office of Information Technology's Code of Ethics. This position is on-call 24x7x365 and requires the successful candidate to have high-speed internet access to their residence, and maintain a smart phone on which to receive telephone calls, email, SMS messages from servers and authorized OIT personnel.
Will this employee supervise others?
Yes, this employee will supervise other employees.
Repetitive movement of hands and fingers typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.
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