In managing customer relationships, the GeorgiaBEST Service Manager's responsibilities include management of customer status meetings and associated documentation, coordination of application and infrastructure upgrades and patches, project management for third party integrations, maintenance of the service catalog, and support of onboarding activities for new customers as needed. The employee will serve as an escalation point for campuses on production down or critical issues, inform status page updates to helpdesk and provide incident reporting to customers. The customer base and the service environment are complex. Identification of and adherence to IT best practices and standard operating procedures for service area are important. However, flexibility in meeting the needs of customers is also a key consideration. Data-based decision making is expected. This position will assume ownership of customer relationship management; anticipate the needs of both the service team and all customer audiences and plan to meet their needs over time.
Duties will typically include:
• Managing and facilitate customer status meetings to review application currency, institutional and service projects, and helpdesk tickets.
• Managing the relationship between the technical team and the customer to fulfill service requests.
• Working as a customer liaison to assist support teams in analyzing very complex or previously unknown application issues requiring high level business expertise.
• Coordinating vendor third party and customer meetings for integration needs.
• Participating in evaluating vendor proposals for services and software related to integrated applications associated with the service.
• Collaborating with stakeholders to ensure that supporting application and system changes and updates are implemented correctly and any integration issues are addressed and management notified in a timely manner
• Serving as the liaison with all customer technical contacts and the ITS Helpdesk in coordinating any scheduled services maintenance and upgrades.
• Ensuring that key performance indicators and metrics for the service are defined, updated and published.
• Supporting and recommending enhancements to change control process and associated tools to fully document and manage application changes for the service.
• Maintaining Managed Services maintenance calendar.
• Maintaining Service Catalog.
• Participating in project and portfolio management efforts for managed services.
• Creating and submit weekly status reports.
• Understanding interdependencies within application module and components for the service.
• Understanding integration points and interdependencies of student information system applications and supporting systems.
EDUCATION AND EXPERIENCE REQUIRED:
• Baccalaureate degree required.
• Over three years of related experience required.
• Or equivalent combination of education and experience.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED BY THE CLASSIFICATION
• Knowledge of federal and state laws, rules and regulations impacting higher education.
• Knowledge of theories and practices related to the functional area/field.
• Knowledge of best practices in higher education.
• Knowledge of project management principles and practices.
• Knowledge of computers and job related software programs.
• Skill in written communication to executive and subject matter experts.
• Skill in collaborating with multiple constituents.
• Skill in decision making and problem solving.
• Skill in interpersonal relations and in dealing with the public.
• Skill in oral and written communication.
• Skill in the development and delivery of training.
• Ability to prioritize tasks in alignment with the priorities of the organization.
• Ability to respond diplomatically to sensitive and critical issues.
Strongly Preferred:
• Minimum of 5 years related work experience
• Professional Project Management training and/or experience
• Ability to establish and maintain effective working relationships with vendors, customers, and ITS divisions.
• Ability to work on a schedule that includes nights, weekends or holidays when required to address escalated customer issues.
• Ability to travel.
• Ability to work independently and be a self-starter.
Preferred:
• A bachelor’s degree in Communication, Information Technology or Business/Liberal Arts
• Experience in ERP systems.
• Working knowledge of Higher Education business processing and databases
• Working knowledge of policies and procedures of the University System of Georgia and Information Technology Services.
• Or any equivalent combination of experience and training that provides the necessary knowledge and skills