SSC Process Improvement Manager

Updated: 3 months ago
Location: Lawrence, KANSAS


SSC Administration

Position Overview

The University of Kansas has implemented a Shared Service Center (SSC) model to support campus transactional activities in HR, finance and research administration.   The SSC Process Improvement Manager is responsible for, supporting existing SSC systems, ensuring current processes and systems are being fully utilized in the SSC, developing internal training materials for SSC staff as necessary, and exploring new opportunities to utilize technology. This position reports to the SSC Lead Director and is considered a member of the SSC management team. The SSC Process Improvement Manager will work collaboratively with SSC Directors, SSC Managers, and central offices to implement strategies for training SSC staff and improving processes and services. They will provide support to the Lead Director’s role as liaison to central offices. The SSC Process Improvement Manager also provides support to SSC Staff Committees and to staff representing the SSCs on campus project and workgroup activities related to transactional activities.

Job Description

30% System/Production Support

  • Serves as the functional lead for SSC business processes including but not limited to:

(Resolves workflow issues, fields questions, and works with other campus stakeholders to implement system changes as needed)

  • 3G Workflow in ImageNow (Graduate Research Assistant, Graduate Teaching Assistant, and Graduate Assistant appointments and sponsorships)
  • Summer Pay Collection (SPC) system
  • Federal Work Study tracking system in SharePoint
  • Provides support as needed to SSC representatives on functional teams
  • Escalates questions and issues appropriately to the SSC Directors or central offices.
  • Maintains the SSC website regarding system and process documentation.
30% Training Material Development & Process Documentation
  • Collaborates with SSC Managers and Staff to update processes as needed
  • May collaborate with or provide support to SSC Staff Committees
  • Ensures appropriate documentation of SSC processes, including maintenance of the SSC process flow library
  • Updates or creates standard operating procedure documents (SOPs)
  • Develops engaging training materials such as presentations, tips sheets, workflows, videos, etc.
  • Supports the Lead Director's role as liaison to central offices to ensure SSC Staff receive robust, clear, and consistent training that dovetails with central office training and fosters best practices. 
30% Process Consistency & Improvement
  • Identifies technology solutions for currently manual processes in order to increase overall SSC efficiency and effectiveness.
  • Works with SSC staff to eliminate departmental shadow systems while ensuring existing reports can be produced from enterprise systems (e.g. OAC, Concur, FITC, etc.)
  • Supports the Lead Director’s role as liaison to SSC stakeholders to ensure SSC processes are consistent and meet the needs of the university
5% Data Compilation and Analysis
  • Develops reports and analyses for SSC Leadership to inform decisions regarding staffing levels in the SSCs and to establish and track SSC metrics
  • Works with the office of Analytics and Institutional Research to develop SSC reports and dashboards in Oracle Analytics in the Cloud (OAC)
  • Compiles transaction data from university ERP systems and from surveys 
5% Other
  • Other duties as assigned.

Required Qualifications

  • Bachelor's degree OR a high school degree/GED plus five years of related professional-level work experience.
  • At least one year of work experience or coursework manipulating/analyzing data using spreadsheet and/or relational database applications (e.g. OAC, Excel, SAS, Access, Microsoft SQL Server, etc.)
  • At least one year of experience creating brochures, training manuals, PowerPoint presentations, job aids, SOPs, or websites for a professional organization.
  • Excellent written communication skills and attention to detail as demonstrated by application materials.

  • Preferred Qualifications

  • Experience with SharePoint online.
  • Experience analyzing processes and developing training materials: process documentation utilizing flowchart software, user manuals, and training videos.
  • Analytical and problem-solving skills, including experience researching and analyzing complex data to develop accurate reports, identify valid solutions, forecast consequences of proposed action and implement a course of action.
  • Ability to work independently in a team environment, take ownership of the resolution of problems, be flexible and accountable, manage conflicting responsibilities, prioritize tasks and consistently meet deadlines.
  • At least one year of experience managing a system or process that included end user interaction, workflow management, and production issue resolution.
  • Experience managing projects.

  • Contact Information to Applicants

    Pat Kuester, SSC Lead Director

    Additional Candidate Instruction

    In addition to the online application, the following documents are required to be considered for this position:

  • A cover letter addressing how required and preferred qualifications are met.
  • Resume or curriculum vitae.
  • Contact information for three professional references.
  • Posting will remain open until an adequate pool of qualified applicants has been identified. Review of applications will begin on 04/24/2020. 

    Advertised Salary Range

    Starts at $65,000

    Application Review Begins


    Anticipated Start Date


    Work Location

    University of Kansas - Lawrence

    FLSA Status


    Employee Class

    U-Unclassified Professional Staff

    Work Schedule

    M-F, 40 hours per week

    Job Family



    The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Executive Director of the Office of Institutional Opportunity & Access,, 1246 West Campus Road, Room 153A, Lawrence, KS 66045, 785-864-6414, 711 TTY 9for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).

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