Business Process Automation Manager

State of South Carolina•Lexington County, SC

23h•Hybrid

About The Position

Who we are: At the South Carolina Department of Revenue (SCDOR), we are funding a better state to live, work, and play. Offering excellent benefits, hybrid work schedules, tuition assistance, and self-development opportunities, we are a trustworthy partner to our customers and an innovative workplace that supports work-life balance and empowers our employees to reach their highest potential. Open the door to a career at the SCDOR and discover why 93% of our employees see how their work contributes to the SCDOR’s success—by collecting 95% of South Carolina’s general fund, our team serves with purpose and impacts the success of our community. Learn more about why you should join our team at dor.sc.gov/careers. We are looking for teammates who are: Strong leaders who can balance day-to-day operational needs with long-term technology goals Collaborative professionals who build positive working relationships across teams, vendors, and business areas Effective communicators who can translate complex technical concepts into clear and actionable information Problem-solvers who look for ways to improve processes, services, and overall efficiency Adaptable leaders who can manage multiple priorities, support mission-critical systems, and lead teams through evolving technology needs What you will do: As the BPA Manager, you will lead teams that support and maintain several of the agency’s core business systems and applications. You’ll work closely with technology teams, vendors, agency leadership, and other stakeholders to improve services, support day-to-day operations, and help guide technology projects and improvements.

Requirements

A bachelor’s degree in communications, business administration, information technology, mathematics, statistics, management information science or a related field and experience in telecommunications, data processing or information technology
Relevant experience may be substituted for a bachelor’s degree on a year-for-year basis
Relevant experience or education may be substituted on a year-for-year basis with an approved equivalence by the Division of State Human Resources (DSHR)
Academic degrees must be from an accredited institution of higher learning

Nice To Haves

Experience leading or supporting enterprise applications, automation platforms, or document management systems in a large or complex environment
Experience managing or supporting platforms such as OnBase, AEM, Power BI, or similar enterprise technologies
Experience with IT service management, project management, operational metrics, security/compliance activities, or continuous improvement initiatives

Responsibilities

Leading and supporting teams responsible for the administration, support, and continuous improvement of enterprise application and automation platforms, including OnBase, Adobe Experience Manager (AEM), and Power BI
Serving as project manager when required and as a primary client contact for assigned areas of responsibility
Leading the analysis and design of systems including the oversight and coordination of all areas involved with the implementation of new or enhanced systems
Overseeing vulnerability scanning activities and ensuring remediation efforts are tracked, addressed, and communicated appropriately
Coordinating with stakeholders and the Security, Audit, and Technology teams on remediation activities, risk reduction efforts, and compliance-related initiatives
Serving as a major incident manager when appropriate and supporting timely response and communication related to technology security incidents
Developing and maintaining processes, procedures, metrics, and reporting related to security operations and enterprise technology support
Serving as a primary point of contact for stakeholders while overseeing service delivery, service quality, continuous improvement efforts, and customer support processes
Developing and implementing policies, procedures, standards, and performance measurements related to stakeholder support and service delivery, including SLAs, KPIs, audits, scans, and user satisfaction metrics
Leading efforts on improving methods and procedures to increase efficiency and agency sustainability
Preparing system documentation throughout the system life cycle
Managing the team and ensuring service levels are established and met as approved by stakeholders
Analyzing statistics and providing metrics to stakeholders and management
Supervising, developing, and supporting technical staff through performance management, coaching, training, career development, and team leadership activities
Overseeing production support activities for assigned systems and technologies that support agency applications and business operations
Coordinating system installation, maintenance, upgrades, and planning efforts to ensure reliable performance and system availability
Working with technical teams, vendors, and stakeholders to support system integrations, troubleshoot issues, and resolve operational concerns
Providing and coordinating after-hours support for assigned systems and ensuring staff are cross-trained
Managing vendor relationships and support services related to assigned systems and technologies