Relationship management – Work with CSE department faculty, staff, and students to ensure that CSE-IT services meet their requirements. Develop technology and service improvement plans based on departmental needs. Identify potential new services to support department teaching, learning, and research. Act as a liaison between departments and CSE-IT, OIT, and other service providers.(40%)
Project Management & Internal Process Improvement – Manage technology and process improvement projects for CSE-IT and supported departments. Create and document new processes. Develop process automation and workflows using University and CSE-IT tools, such as Google Forms and Scripts, Jadu X Forms, etc (30%)
Technology Support and Coordination – Provide advanced technical support for departmental computing environments, or identify and coordinate support via other IT organizations (e.g. OIT). Manage incident ticket lifecycle and escalation. Provide training and documentation to end-users on technology and systems.(20%)
Process Ownership – Serve as the process owner for some of CSE-IT ITIL and IT Service Management processes, including but not limited to, Knowledge Management. The process owner is accountable for the success of the processes, and will be responsible for process creation, improvement, documentation, and training.(10%)
BA/BS degree with 2 years of work experience in the areas of business/systems process analysis with a related degree. Four years of work experience in the areas of business/ systems process with a non-related degree.
Experience in creating end-user and support documentation and knowledge, including the documentation of business processes and technical requirements.
Demonstrated experience managing both technical problems and interpersonal customer service issues in a demanding work environment.
Experience in using and / or configuring ServiceNow or Team Dynamix.
Experience communicating with and serving the technical needs of high profile users like deans, department chairs, distinguished faculty, and/or business executives.
Experience with University of Minnesota OIT technical support processes.
Business Analysis training, certification, or experience.
Experience working with clients and development groups on troubleshooting production and application issues.
Experience with communication, presentation, and training on system processes, enhancements, and technology solutions.
Internal Number: 333676
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.