DEPARTMENT DESCRIPTION

The Client Success team is part of the Operations unit within UC Davis’ Information & Educational Technology (IET) department. IET provides the foundational and enabling infrastructure, hardware, software and systems that support institutional activities. Client Success focuses on IET’s customers with the aim to understand campus needs, deliver the services required, and communicate the value of campus technology.

This position serves as a Business Process Management Supervisor of an agile team of business process analysts that support the implementation of product/project initiatives for ServiceNow and other complex web application software in support of multiple departments at the University of California, Davis.

To see IET job postings, please visit https://iet.ucdavis.edu/jobs

NO VISA SPONSORSHIP IS AVAILABLE FOR THIS POSITION

JOB SUMMARY

Under the general direction of the Manager, Service Management Office (SMO) of Information & Educational Technology (IET), this position leads functions and staff that directly support the ServiceNow business process management activities performed within the SMO. This position keeps the SMO Manager apprised of overall performance (i.e., staffing or resource needs, status of demands and roadmap items, roadblocks, etc.) and distributes and reviews work performed on a daily basis.

Responsible for overseeing the daily operations of the business process team in evaluating, analyzing and implementing product/project requirements, supporting documentation, plans and proposals that address the functional needs of IET led initiatives and identify associated priorities, opportunities and risks.

Responsible for assigning demands and stories to the Business Process Analysts for requirements gathering, project coordination and resource management and ensuring completion within established timelines.

Provide extensive functional requirements gathering during the analysis phase of the software development cycle for web-based applications like ServiceNow. Exercises judgment within defined procedures and policies to determine appropriate action. This position will also provide significant input into roadmap strategies.

For Full Consideration Apply by 3/27/2023

POSITION INFORMATION

PHYSICAL DEMANDS

• Analytical and Problem Solving, Customer Contact, Reading (documents or instruments), Reasoning, Training, Verbal Communication, Written Communication, Multiple Concurrent Tasks
• Sitting, Speaking, Writing, Grasp, Talk or Hear
• Close Visual Acuity (e.g., viewing a computer screen; using measurement devices)
• Quiet Noise Conditions
• Sit for extended periods of time working/operating a personal computer.
• Read CRT and LED screens for extended periods of time.
• Computer and Peripheral Equipment, Telephone

WORK ENVIRONMENT

• Due to the mission-critical services provided by this department, this position may work hours other than M-F 8-5, including extended hours to meet organizational priorities, in response to system problems and some evenings for project releases.
• Typically work outside of normal M-F, 8-5 working hours. Adjust to shift re-assignments due to operational needs.
• Vacation is restricted during peak work periods.
• Occasional travel required.
• Travel between campus and off-campus locations.
• Adhere to workplace safety practices, read information communicated about workplace safety, complete required safety training on time, and report any workplace safety issues promptly to their supervisor or the designated safety coordinator.
• The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271

QUALIFICATIONS

Required:

• Advanced experience of business process analysis functions and procedures.
• Advanced experience using Agile methods, concepts and theories to solve problems, classify and organize data, deconstruct components, combine and relating knowledge from several areas to reach a preferred outcome.
• Experience in strategic planning and change management, including planning, analyzing and evaluating programs and approaches.
• Experience managing and overseeing operational computer systems and applications, including making high level decisions to identify and interpret business needs for telecommunication, information and other technology-related requirements for large diverse organizations.
• Experience in hiring staff, establishing priorities, assigning tasks, monitoring performance, corrective and disciplinary actions, and providing training, coaching and mentoring.
• Experience researching, understanding and interpreting technical standards and specifications.
• Interpersonal, oral and written communication skills to effectively describe and document technical and non-technical information and work with audiences from a wide variety of background and diversity.

Preferred:

• Bachelor’s degree in related field or equivalent experience/training with an emphasis in business management, computer information systems, etc.
• Experience applying innovative solutions, developing recommendations and alternative courses of actions to complex problems.
• Customer service experience in analyzing client needs, creating solutions and resolving conflicts.
• Facilitation experience in conducting business requirements workshops and sessions with subject matter experts.
• Experience working in a fast-paced environment and prioritizing workload and following tasks to completion thoroughly, accurately and within specified deadlines

SPECIAL REQUIREMENTS

Background Check

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve.

We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here.

As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected.

The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.