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 experience at a research (R1) higher education institution.
• More than one year of experience with ERP Financial systems.
• Strong understanding of higher education human resource and payroll regulations and policies.
• Demonstrated effectiveness in negotiating and partnering with groups with different interests and conflicting needs to achieve a satisfactory outcome for all parties.
• Experience with operational or project methodologies such as LEAN, Kaizen, Agile, and the “Spotify Model.”
• Demonstrated success leading teams of at least 10 people.

Salary Range

$125,000 + depending on qualifications

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer , complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031 .

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.