Overview

Job Location:
AUSTIN, TX

Job Posting Title:

Enterprise Application Support Manager

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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:

Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes 

Enterprise Business IT Solutions (eBITS) manages systems and provides IT support services related to financials, accounting, human capital management, purchasing and procurement, and other central business services.

In eBITS, we believe in fostering a culture of community, authenticity, and excellence. We achieve this through a commitment to a common set of expectations defined as The Workplace We Want.  We strive to maximize diversity and inclusivity in our workforce and daily operations to align with the University’s commitment to respecting all individuals and valuing each perspective experience. We seek out alternative viewpoints and respect the perspectives and experiences of individuals.

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%)
  • Voluntary Vision, Dental, Life, and Disability insurance options
  • Generous paid vacation, sick time, and holidays
  • Teachers Retirement System of Texas, a defined benefit retirement plan, with 8% employer matching funds
  • 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
  • Robust free training access through LinkedIn Learning plus professional conference opportunities
  • Tuition assistance
  • Expansive employee discount program including athletic tickets
  • Free access to UT Austin’s libraries and museums with staff ID card
  • Free rides on all UT Shuttle and Austin CapMetro 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.

Purpose

To manage daily operations of the Enterprise Business Applications supported by askUS and Operational Support, including customer-facing knowledge management. This role will collaborate extensively with training, Quality Assurance, Communications, and change management.

 

Responsibilities 

  • Manages the Enterprise Application Support function for Enterprise Business Information Technology Solutions (eBITS). Manage end user and operational business analysts by overseeing the development, implementation, and administration of team procedures, practices, and policies. Manage the processing of incoming support requests from customers via CRM application and email to ensure courteous, timely, and accurate resolution of end user issues.

  • Administers personnel issues, coaches employees, and facilitates professional development opportunities. Mentors staff for both askUS and Operational Support. Develop meaningful performance measures to facilitate feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered, improve customer experience, and drive excellence with the team. Support and encourage the professional and technical development of team members, enabling them to set goals and work toward those goals.

  • Collaborates with other divisions and teams within eBITS and the broader university community. Establish and support close communications and good working relationships with team, division, and departments. Exercises independent judgment. Develop and demonstrate an understanding of university business needs. Cultivate a vision of and culture that puts people at the heart of what you do. Develop and foster a culture driven by data, focused on customer experience, and continuous improvement. Support a multi-faceted support organization that serves a complex and large enterprise. Be involved in managing and driving the knowledge management process. Develop and enhance cooperative interdepartmental relationships and communications. Lead and participate in projects.

  • Other related functions as assigned.

 

Required Qualifications 

  • Demonstration of the competencies: motivating others, planning work for others, managing conflict, managing and measuring work, managing diversity and 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 ability to work well within a team environment. Experience assisting in budget preparation.

  • 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.

Relevant education and experience may be substituted as appropriate. 

 

Preferred Qualifications 

  • Previous experience leading a team of 5 or more

  • Experience creating systems and process that facilitate great customer experiences

  • Knowledge of Workday

  • Professional Experience in an institution of higher education

  • Knowledge of incident management, knowledge management, and self-service support tools

  • Knowledge of Enterprise Resource Planning Systems

  • Knowledge or background of quality assurance testing is a plus.

  • Knowledge or background with software training is a plus.

  • Project Management experience is a plus

  • Understanding on how to configure and administer a ticketing systems

Salary Range 

75,000 + depending on qualifications

 

Working Conditions 

  • May work around standard office conditions

  • Repetitive use of a keyboard at a workstation

  • Work Location – Hybrid position.  Remote work is supported, but there be times when work from UT Austin’s campus will be required.

    

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:

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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.

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