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University of Wisconsin–Madison

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University of Wisconsin–Madison

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SERVICE OPERATIONS COORDINATOR

Apply now(opens in a new window) Job no: 256881-AS
Work type: Onsite, Partial Remote, Remote, Staff-Full Time
Department:DOIT/AIS/WEB PLATFORMS&SOLUT
Location: Madison
Categories: IT Multifunctional Services

Job Summary:

Web Platforms/Services is a group in the Division of Information Technology (DoIT) at the University of Wisconsin-Madison. We provide enterprise-scale services that enable the creation of standards-based websites, web applications, and digital experiences for a wide variety of stakeholders at UW-Madison and across UW System campuses as well as some other higher education campuses in the nation.

This position will work as part of a team responsible for a platform called MyUW that provides applicants, students, faculty, staff, advisors and instructors with a suite of integrated information and resources that are tailored to their roles and interests. The individual in this role is responsible for maintaining MyUW?s existing service level agreements (SLAs) and documentation as well as executing admin, outreach, and coordination work within current team practices.
Those duties include:
-Customer engagement activities
-Service fulfillment activities
-Working with other DoIT groups to maintain CMDB, Change Management and Help Desk service information
-Maintain service documentation and content
-Create, maintain and improve intake and service delivery processes
-Evaluate customer requests based on existing roadmap and strategic planning efforts
-Writing and executing communication plans
-Coordinate day-to-day team activities based on the existing backlog

The right candidate will have strong business analysis skills to solve customer problems and fulfill needs with existing service offerings and pre-built application functionality. We are looking for someone who is comfortable working cross-functionally and in partnership with multiple groups. This position will require astute collaboration, project management and relationship management skills, therefore, this candidate would also be comfortable with navigating change and managing relationships in large institutions.

Responsibilities: Plans, schedules, and monitors day to day operational, financial, and service delivery activities for a designated information technology service or services and facilitates customer and stakeholder communications to ensure business requirements are met according to customer needs and requests. May participate in the performance management process for unit employees.
  • 5% Assists in the development of strategic planning initiatives and unit objectives for information technology services
  • 30% Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
  • 30% Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives
  • 25% Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
  • 5% Participate in Organized Activities and Projects
  • 5% Participation in employee development activities, both assigned and self-initiated
Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:

Preferred
Bachelor's Degree

Qualifications:

Required
-Strong business analysis skills to solve customer problems and fulfill needs with existing service offerings and pre-built application functionality
-Strong organizational skills, including multi-tasking and time-management, to balance ongoing service operations and service delivery expectations
-Strong customer service and communication skills, both written and verbal
-Experience managing relationships and/or a variety of stakeholders
-Ability to work as part of a team and be self-directed

Preferred
-Commitment to improving equity, diversity, and inclusion in the workplace.
-Demonstrated desire to learn new things
-Experience with project management tools (e.g. GitLab, Jira, MS Planner, Trello, etc.)
-Familiarity with or desire to learn in Lean, Six Sigma, Agile, DevOps or other continuous improvement and continuous delivery models
-Familiarity with testing, risk management and/or quality assurance control
-Familiarity with or desire to learn user experience (UX) best practices
-Familiarity with or desire to learn digital accessibility best practices (WCAG 2.+)

COVID-19 Considerations:

UW-Madison continues to follow necessary health and safety protocols to protect our campus from COVID-19. All employees remain subject to the COVID-19 Workplace Safety Policy: https://policy.wisc.edu/library/UW-5086. Please visit https://covidresponse.wisc.edu for the most up-to-date information.

Work Type:

Full Time: 100%

This position is eligible for any of the following: 100% remote work; partial remote-work; or fully on-site. The Web Platforms/Services group operates in a hybrid model with most staff working 100% or mostly remote. Remote work requires an approved remote work agreement (RWA) agreement. An RWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer.

Appointment Type, Duration:

Terminal, 12 month appointment.
This position will initially last one year, with the possibility of extending the position up to a maximum of two years and/or it may turn into an ongoing appointment based on program need and funding availability.

Salary:

Minimum $58,000 Maximum $89,000 ANNUAL (12 months)
Depending on Qualifications
Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

Additional Information:

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment.

How to Apply:

APPLICATION INSTRUCTIONS:
Click on the "Apply Online" button to start the application process.
You will be prompted to upload the following documents:
Resume (REQUIRED)
Cover letter (REQUIRED)
Please use your cover letter to speak to each of the Required Qualifications for this position (listed above in the Qualifications section). For each Required Qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

Contact:

Charissa Weber
charissa.weber@wisc.edu
608-262-6124
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )



Official Title:

Service Coordinator I(IT033)

Department(s):

A067150-INFORMATION TECHNOLOGY/AIS/WEB PLATFORMS&SOLUT

Employment Class:

Academic Staff-Terminal

Job Number:

256881-AS

  The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.

Applications Open: Central Daylight Time
Applications Close: Central Daylight Time

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