Business Relationship Partner

Town of Cary•Cary, NC

1d•Onsite

About The Position

The Business Relationship Partner serves as a trusted advisor and key point of contact for Information Technology (IT) business stakeholders. The role promotes IT’s vision, value, services, and capabilities while advocating for business stakeholders so IT services, technology assets, and investments meet business priorities and needs. The position fosters communication and collaboration across departments and with external partners, including vendors and suppliers, to deliver IT services and projects that meet organizational goals. The role provides customer service by responding to escalated or priority issues, conducting complex research and data analytics, supporting process improvement, and providing accurate information about IT services, procedures, resources, and asset management practices. Success requires clear communication, negotiation, active listening, conflict mitigation, alliance building, and strong interpersonal and diplomacy skills. This is a full-time, on-site position. Work is generally indoors and sedentary, but includes frequent movement and lifting moderately heavy items to move, install, and repair equipment. A valid driver’s license and acceptable driving record are required. Employment is contingent on drug testing, background and reference checks, and eligibility to obtain and maintain Criminal Justice Information Services (CJIS) access and certification.

Requirements

An associate degree in computer science, information technology, business, communication, or a closely related field, or an equivalent combination of education and experience; graduation from an accredited college or university is specified for the degree route.
Considerable professional experience providing customer service and technical support in the IT industry.
At least 5 years of experience building relationships and fostering collaboration across teams and departments.
At least 4 years of experience leading and managing projects, including project planning, resource allocation, stakeholder coordination, budget oversight, and successful project delivery.
Comprehensive knowledge of personal computers and technical equipment.
Comprehensive knowledge of cloud computing principles.
Knowledge of Microsoft technologies in the enterprise space.
Ability to use logic and reasoning to assess alternative solutions, conclusions, or approaches to problems.
Ability to solve problems and manage several projects and priorities.
Ability to establish and maintain effective working relationships with Town officials, other public officials, employees, and contractors.
Ability to communicate effectively orally and in writing.
Possession of a valid driver’s license with an acceptable driving record.
Successful completion of required drug testing, background checks, and reference checks before employment.
Eligibility for and ability to maintain CJIS access and certification.
Ability to meet the visual, communication, movement, and lifting requirements of the position.

Nice To Haves

At least 4 years of experience serving as a strategic partner and contributing to strategic planning initiatives.
At least 4 years of experience managing organizational assets throughout their lifecycle, including planning, acquisition, inventory management, maintenance, utilization, and replacement strategies.
At least 2 years of experience working in the public safety sector.
At least 2 years of experience working in government, preferably local government.

Responsibilities

Collaborate with the IT Management team on managed-services contractual commitments and identify and implement continuous improvement opportunities.
Work with the ServiceNow Administrator to develop automated workflows for service desk, asset management, and organizational needs.
Partner with IT Operations and Services teams on escalations, process improvement, and hardware and software asset lifecycle changes, including procurement, deployment, and retirement.
Research and recommend actions to prevent problems and maintain high service levels.
Execute a cross-functional prioritization framework to align business strategies with technology solutions and investments across the enterprise.
Collaborate with IT Managers on stakeholder communications about outages, updates, incidents, system rollouts, and equipment refresh cycles.
Coordinate with IT Project Managers on the timing of project requests from non-IT departments or partners, including related asset and licensing needs.
Identify customer needs and match them with relevant IT products and services, presenting new offerings to optimize operations.
Advise department representatives on technology choices and recommend operational efficiency improvements, including opportunities to consolidate or reallocate IT assets.
Translate business requirements and industry trends into IT projects or services that deliver future capabilities.
Maintain positive working relationships with internal staff, business partners, and technology vendors, supporting contract renewals and software license compliance.
Create and maintain documentation about IT service desk utilization, asset inventory, and license allocation.
Develop training materials for common issues to reduce escalations.
Participate in cross-departmental improvement teams, including travel to foster inter-facility relationships.
Perform other job-related tasks as required.