Manager- Business Systems

Covista•Lisle, IL

2d•Hybrid

About The Position

The Manager of Business Systems at Chamberlain University is first and foremost a working manager role. This position leads a frontline support team responsible for resolving technical service requests for our core platforms (ELMS and Complio), in addition to work on projects and interdepartmental initiatives as assigned. The majority of the successful candidate's time in role will be spent on direct people management, including coaching, scheduling, and performance monitoring, in addition to time spent "in the queue" resolving tickets alongside the team. A strong candidate will be an experienced supervisor who thrives in a high-volume, fast-paced environment and is excited to have a hands-on role in technical troubleshooting and platform maintenance.

Requirements

Bachelor’s degree or equivalent relevant industry experience
Minimum of 5 years of leadership experience overseeing multiple functions
Proven experience managing large-scale projects, including the design, documentation, and implementation of complex operational processes and procedures
Strong ability to lead, motivate, and develop staff in a fast‑paced, high‑pressure environment
Excellent analytical, project management, problem solving and organizational skills, particularly in business process improvement, systems optimization, and change management
Ability to effectively communicate technical concepts to non-technical audiences
Strong written, verbal, and interpersonal communication skills
Demonstrated ability to foster collaboration across diverse stakeholders, including students, faculty, leadership, system developers, and staff
Proven adaptability and versatility in leadership style, with the ability to guide teams through change

Nice To Haves

Master’s degree in a related field

Responsibilities

Lead and support a team of Business Systems Coordinators to ensure daily ticket volume is managed and performance targets are met.
Monitor key metrics, including response times, resolution rates, and ticket accuracy; take corrective action when targets are missed.
Conduct regular 1-on-1s and performance evaluations focused on technical proficiency and customer service quality.
Develop and refine the "how-to" processes, documentation, and best practices for resolving ELMS and Complio issues.
Step into the queue to personally resolve complex technical concerns and high-priority tickets.
Manage hiring, scheduling, and training to ensure the support desk is consistently staffed and analysts are proficient in platform tools.
Promote a culture of care, reliability and accountability, ensuring every team member understands their daily production requirements.
Serve as a primary point of contact for functional system updates, ensuring settings and configurations meet the immediate needs of the business.
Partner with stakeholders to identify pain points in the current system and document specific functional requirements for enhancements.
Act a liaison with platform vendors to report bugs, follow up on fixes, and understand upcoming feature releases.
Personally resolve service requests, corrective actions, and configuration updates within the platforms we serve.
Research and replicate reported system errors; provide detailed findings to the internal development teams or external vendor support staff for permanent resolution.
Perform regular audits and manual data corrections to maintain accuracy and consistency across systems and reports.
Participate in User Acceptance Testing (UAT) for new platform updates or patches before they are rolled out to the team.
Draft and maintain standard operating procedures (SOPs) and training materials for the team and end-users.
Ensure system updates or process changes are clearly explained to the team so they can support users effectively.
Provide regular updates to leadership on ticket trends, common system issues, and team production levels.
Travel up to 10%
Perform other duties as assigned
Comply with all organizational policies, procedures, and standards