St. Petersburg College

POSITION DESCRIPTION

POSITION TITLE: Manager, IT Business Relationships

DEPARTMENT: Senior Vice President Administrative/Business and IT Services SITE: DO

SALARY SCHEDULE: A&P GRADE: D

BASIC FUNCTION:

Serve as interface between the technology division and college-wide end users in the management and administration of an effective system of mutually beneficial business relationships. To manage a proactive and preventive maintenance system of tracking, implementation and follow-up for enterprise systems and technical support work requests. Serves as IT division ombudsmen by identifying, responding to, and acting on voiced or identified technology management concerns.

RESPONSIBILITIES:

· Consult with IT internal customers to conduct applied technology needs assessment to enhance the productivity of end users.

· Serve as a technical/functional representative to facilitate the appropriate and timely application of IT services for end users.

· Develop and manage a multi tier technical support operation center to include the use of user self-service options, remote technology and onsite support to insure an effective use of technology resources.

· Responsible for the development and administration of a technology support (technology work requests) workflow system for the technology division based on College needs

· Report on tech center/AIS group trends and develop weekly work analysis reports

· Manage the Customer Support/Help Desk operations center

· Integrate IT support systems to identify, respond to and act on concerns via communication and clear delineation of duties.

· Coordinate the tracking and follow-up of project plans and prepare weekly reports accordingly.

· Participates in the development of end user training to enable an appropriate level of technical self-sufficiency for college staff.

· Create clear and effective IT service level agreements?

· Analyze technology need requests and recommend solutions to include internal IT services and/or outsourced solutions

· Act as a facilitator in the adoption and implementation of new technology-based solutions by business users.

· Schedule and coordinate internal technology management meetings and develop follow-up reports accordingly.

· Manage and communicate the development and rollout of refurbished computers college-wide.

· Performs planning and budget management for the system.

· Performs related duties as required and assigned.

EDUCATIONAL REQUIREMENTS:

A Bachelor’s degree from an accredited institution in information technology, technology management or related field.

EXPERIENCE REQUIREMENTS:

A minimum of 5 years full-time professional work experience in technology support administration, enterprise systems support and business systems analysis.

KNOWLEDGE/ABILITIES/SKILL REQUIREMENTS:

Knowledge of PeopleSoft Enterprise Systems, SharePoint, database/file server design and administration including knowledge of Oracle and Microsoft SQL. Must be skilled in functional and technical systems design and support.  Ability to work with a minimum of supervision. Skills in project management.  Ability to function as a lead worker over other technical staff.  High level of verbal and written communications skills. 

New: 7/2010