Customer Operations Manager - iCIT - 15751

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ATTENTION:

The Department of Instructional, Communication and Information Technology (iCIT) at the University of Wisconsin - Whitewater seeks a Customer Operations Manager (SR IS SPECIALIST).

JOB DETAILS:

The Customer Operations Manager has two primary areas of responsibility: to assure ICIT customer support processes are executed effectively and efficiently; and to manage relationships with internal customers to ensure that ICIT enables them to use technology in the most effective and efficient manner. The Customer Operations Manager is responsible for achieving operational excellence of the ICIT organization by ensuring adherence to ITIL best practices, and coordinating customer support and logistics functions of the organization.

QUALIFICATIONS:

Minimum Qualifications:

• Bachelor’s degree in Management or in IT related field

Desired Qualifications:

• 10 years of IT Customer Management experience
• 5 years of experience within a Higher Education environment
• Strategic planning and advanced leadership skills
• Demonstrated teamwork and abilities to effectively balance a broad range of competing interests
• High level of negotiating skills
• High level of conflict management skills

Knowledge, Skills & Abilities:

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community
• Skill in organizing resources and establishing priorities
• Ability to foster a cooperative work environment to provide high quality services and establish consensus
• Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and skills
• Ability to interact respectfully with people from diverse socioeconomic, cultural and ethnic backgrounds

RESPONSIBILITIES:

50%   A. Customer Relationship Management

1. Communicate with customers at all levels of the university regarding their technology concerns, address these concerns, and resolve issues. Serve as a customer advocate in ICIT planning processes.
2. Help customers understand and adhere to campus technology policies and standards.
3. Manage operational relationships with local technology staff throughout the units on campus, striving for alignment of responsibilities and clarity of expectations.

30%   B. Operational excellence and managing alignment with ITIL best practices

1. Development of Information Technology policies, procedures, and guidelines.
2. Ensure adherence to ITIL guidelines.
3. Facilitate development of Service Catalog, SLAs and SLOs.
4. Introduce process improvement to make sure customer support issues and requests are addressed timely.
5. Drive automation and self-service to the extent possible.
6. Facilitate effective communication between all levels of the iCIT support structure.

15%   C. Customer Relationship Management – Rock Campus

5%     D. Personal Skills and Professional Development

1. Assist management with the preparation of your annual goals and reviews.
2. Participate in professional development activities identified to enhance job skills.

CAMPUS INFORMATION:

Founded in 1868, UW–Whitewater is one of eleven comprehensive universities in a public higher education system that also includes two doctoral institutions, 13 freshman-sophomore branch colleges, and a statewide Extension. In the fall of 2018, as a result of the University of Wisconsin System’s restructuring of the state’s 13 two-year campuses formerly known as UW Colleges, UW–Rock County began operating as a branch campus of UW–Whitewater under the new name of University of Wisconsin–Whitewater at Rock County. Together, these campuses form a preeminent academic institution driven by the pursuit of knowledge, powered by a spirit of innovation, and focused on transforming lives. The University of Wisconsin-Whitewater Campus and Rock Campus are located conveniently near Milwaukee, Madison, and Chicago, and thus offers the advantage of beautiful small-town environments with easy access to the cultural and commercial opportunities of major metropolitan areas.

The Warhawk family — led by caring faculty and staff — is devoted to student success within a broad range of academic programs. UW-Whitewater has a special mission within the UW System to serve students with disabilities and, as such, embraces the principles of universal design and is one of the most accessible campuses in the state. The campuses have more than 200 student organizations and UW-Whitewater is a Division III NCAA university. UW-Whitewater is committed to seeking and sustaining a culturally and ethnically diverse campus environment, building a diverse faculty and staff with expertise and interest in serving students with diverse needs, backgrounds, ethnicities, abilities and other distinct characteristics in respectful, sensitive and understanding ways. The University of Wisconsin-Whitewater is an Equal Opportunity and Affirmative Action Employer, and actively seeks and encourages applications from women, people of color, persons with disabilities, and veterans.

ORGANIZATION INFORMATION:

The University of Wisconsin-Whitewater is part of the 26-campus University of Wisconsin System (https://www.wisconsin.edu).

Wisconsin Statute 19.36(7)(b) provides that applicants may indicate in writing that their identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful final candidate will be released. See Wisconsin Statute 19.36(7)(a).

Per UPS Operation Policy: TC1, UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment. All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked.

The University of Wisconsin-Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.

For UW-Whitewater Campus safety information and crime statistics/annual Security Report, see http://www.uww.edu/asfr. If you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.

To learn more about UW-Whitewater's competitive benefits packages go to our: ALEX webpage, which is our interactive benefits decision support tool.

SPECIAL NOTES:

UW-Whitewater embraces AAC&U’s LEAP principles (http://www.uww.edu/leap) and emphasizes student, staff and faculty participation in High-Impact Practices (https://www.aacu.org/resources/high-impact-practices). The Office of Research and Sponsored Programs (http://www.uww.edu/orsp) provides support for faculty scholarly and creative activities as well as other opportunities to apply for reassigned time and/or other resources to support research activities. UW-Whitewater faculty and staff also have access to technology transfer and research resources provided by WiSys (https://www.wisys.org). 

CONDITIONS OF APPOINTMENT:

University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources.

TO ENSURE CONSIDERATION:

Review of application will begin August 18, 2019 and this position will remain open until filled. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process.

If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact us at 262-472-1024 or hrstudent@uww.edu.

For questions regarding the position, please contact:

Nicole Cervantes
Customer Operations Manager
cervantn@uww.edu
(262) 472-7790

TO APPLY:

Only complete application packages will be considered. A complete application includes online submission of the following documents:

• Resume/CV
• Cover Letter/Letter of Interest
• Three Professional/Supervisory References with contact information

This Job ID is 15751.

Who Are You?

A potential applicant who is NOT currently employed by the University of Wisconsin System, click here and type in the Job ID: UW-Whitewater External Applicants

A current employee of the University of Wisconsin System, click here and type in the Job ID: UW-Whitewater Internal Applicants

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