ASSOCIATE DIRECTOR, BUSINESS APPLICATION SUPPORT

Assistance leveraging the data connections between Microsoft Dynamics CRM (Tandem), Marketo, Cvent, and downstream data warehouse, data lake, and reporting applications.

The UW’s larger digital engagement strategies utilize a variety of additional tools including but not limited Sprinklr, SproutHub, CommunityFunded, and PeopleGrove, as well as various java tracking, site management, and SEO tools.

Duties and Responsibilities 

Program Management and Leadership (60%)
The Associate Director provides strategic leadership in all phases of business application support and tactical leadership and development to Bizapps analysts. Strategic leadership will include software solution implementation, implementation of user support processes to enhance the sophistication of enterprise software users in alumni/donor relations and digital engagement. Mentorship, coaching and direction of Bizapps team members will underscore and reinforce good stewardship of our internal customers’ aims and needs, and serve to help Bizapps staff to maintain and increase the high level of timely and effective customer service interactions that they are known for. The Associate Director sets customer service performance goals and coaches Bizapps staff to meet or exceed those goals, develop their software use and support expertise, and understand the internal customer units that shape their support needs and requests.

The Associate Director supervises four full-time support analysts, as well as project-specific temporary staff and consultants as necessary. Additionally, this role will provide coaching, mentorship and training for other UW Advancement staff involved in enterprise software support.

Client-facing Support (20%)
The Associate Director serves as an internal expert for issue escalation for support requests. Incoming tickets assigned to a Business Application Support agent group are the primary vehicle for conducting end user support, and are augmented by Teams or Zoom calls when necessary to achieve high quality service to our internal customers. The candidate should be proficient in working with large lists of audience data and be able to maintain outstanding quality control when merging lists in differing formats from disparate sources. The successful candidate is calm under pressure and supremely detail oriented with regard to the resolution of staff user support needs.

The Associate Director is responsible for developing and enforcing policies governing the use of systems and software, and for working with business stakeholders to facilitate wide adoption and incentivize best practices. To this end, the Associate Director serves as principal technical liaison to vendor/solution providers and has primary responsibility for overseeing incident response, system troubleshooting, and remediation.

The Associate Director will develop a deep understanding of the various enterprise software solutions in use by University Advancement, and the integrations of process and data operating between them in order to provide sophisticated consultation to customers in order to meet their individual and departmental engagement needs.

The Associate Director augments the customer-facing knowledge base with new articles as deficits are identified or new opportunities arise, and to proactively archive, correct, or enhance, existing knowledge base articles and intranet web page content.

Vendor Liaison Activity (10%)
Software support leadership includes product/vendor evaluation and acquisition and ongoing vendor relationship management. The Associate Director will attend vendor calls and meetings related to customer success management, higher education advisory boards and develop vendor relationships conducive to effective customer support escalation for incidents.

General Operations (5%)
The Associate Director, as a member of the ATLS leadership team, is a key collaborative partner within IM as a whole and with our partners in delivering software solutions and support, including University Marketing & Communications (UMAC), Annual Philanthropy, and Alumni & Stakeholder Engagement, and participates in communications with cross-functional support team members via the support portal, MS Teams, and other platforms as needed, to provide robust support availability, develop and reinforce customer service best practices, and seek or provide assistance on a range of customer support needs. They use their experience dealing with customer issues to help shape ongoing governance of the digital engagement solutions and processes and procedures.

Other Duties as assigned (5%)

Minimum Requirements
Bachelor's degree along with three years of progressively responsible experience in technology, information management. 

Equivalent combination of comparable knowledge and skills may substitute for education and/or experience.

Experience managing a team of direct reports.

Ability to multi-task; prioritize and manage time effectively, strong attention to detail, excellent follow-through, and provide innovative solutions to difficult user problems.

Demonstrated ability to work independently with minimal supervision.

Experience delivering customer service using an issue ticketing system.

Strong and clear communication skills; empathy and calm demeanor during stressful conversations.

Demonstrated problem-solving/troubleshooting skills.

Understanding of basic web and email design principals; working knowledge of HTML.

Desired Qualifications
Experience with Marketo engagement campaigns and audience targeting.

Experience with FreshService or FreshDesk as a customer service ticketing system, Dynamics CRM, various marketing automation software solutions, and/or Cvent or other online event registration software.

Strong preference given to candidates demonstrating working knowledge of at least one scripting language, especially Velocity; familiarity with SQL; experience with secure data transfer protocols.

Knowledge of alumni relations/development/advancement principles.

Conditions of Employment
Hybrid work environment depending on business needs.
Ability to travel to locations around the Seattle campus to engage in consultations, and infrequently, travel to the Bothell and Tacoma campuses, after a return to campus is possible.

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.  These assessments may include Work Authorization, Cover Letter and/or others.  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.