Enterprise Application Support Manager

Flexible work arrangements are available for this position, including the ability to work remotely. We prefer a candidate located in the greater Austin area as travel to campus for occasional in-person support for the ID Center is required.

Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

Your skills will make a difference.

You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus.

The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. 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

Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work.

Purpose

The Enterprise Application Support Manager provides leadership and management to the Enterprise Application Support Team, responsible for investigating, analyzing, and resolving issues related to university enterprise systems. They oversee incoming support requests, ensure quality assurance of resolutions provided by the team, and mentor direct reports while collaborating with other Enterprise Technology divisions to enhance service and operations to provide excellent customer engagement and experience.

Responsibilities

• Lead, manage, and provide support to campus users of the university’s enterprise applications alongside the Tier 2 Enterprise Application Support Team. Oversee the operation of incoming support requests from customers via ServiceNow and email, ensuring timely and accurate resolutions.
• Provide quality assurance on customer tickets, review ServiceNow SLA metrics, analyze root causes, and implement process improvements.
• Administer personnel issues, coach and mentor staff, facilitate professional development, develop performance measures to enhance quality support, enabling them to set goals and work toward those goals.
• Collaborate with other Enterprise Technology divisions and the broader university community to establish and support good working relationships.
• Other duties or related functions as assigned.

Required Qualifications

• Demonstration of the competencies: motivating others, planning work for others, managing conflict, managing and measuring work, complying with policies and procedures, typically acquired by a bachelor’s degree, five years’ experience in lead/ supervisory/manager capacity with customer support, technology support, training, or equivalent.  
• Demonstrated knowledge of incident management, knowledge management, and self-service support tools  
• Demonstrated ability to work well within a team environment.   
• Experience mentoring, coaching and training supervised staff.  
• Ability to build and foster a cooperative work environment.  
• Demonstrated ability to work effectively on cross-functional teams.

Equivalent combination of relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Previous experience leading a team of 5 or more  
• Experience with ServiceNow platform 
• Demonstrated knowledge of university Human Resource and Financial systems, including at least 3 years’ experience executing business processes in these systems. 
• Experience creating systems and processes that facilitate great customer experience  
• Knowledge of Workday, DEFINE, and other university enterprise systems  
• Professional experience in an institution of higher education  

Salary Range

$84,500.00 + depending on qualifications

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• Use of manual dexterity

Work Shift

• Monday – Friday, flexible between 8am-5pm Central Time Zone

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.