Service Operations Coordinator

University of Wisconsin Madison•Madison, WI

1d•$80,000 - $130,000•Hybrid

About The Position

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin–Madison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UW–‍Madison. Our staff also support short and long-term technical projects to meet the diverse and growing needs of campus. This position will report to the DS associate director and will work as part of a cross functional team responsible for a service called Departmental Tech Support (DTS). This service provides end user support to approximately 60 campus units and over 6000 employees. The individual in this role is responsible for maintaining high quality service operations by ensuring that customers have frequent and accurate information through communications about items such as how a service is being delivered or what to expect with upcoming changes. These are often non-technical deliverables but data analysis skills are needed to assess the effectiveness of the provided services through metrics. This position requires the establishment and fostering of strong customer relationships and requires a basic understanding of IT technologies. Applicants for this position will be considered for Service Coordinator I and Service Coordinator II titles. The title is determined by the experience and qualifications of the finalist. The right candidate will have a mix of strong business analysis skills to solve customer problems, data analysis skills to create reports that demonstrate the effectiveness of provided services, and strong interpersonal skills. We are looking for someone who is comfortable coordinating across multiple teams. This position will require astute collaboration, project management and relationship management skills. This candidate would also be comfortable with navigating change and managing relationships in large institutions. This position is eligible for any of the following: Partial remote-work (60%-80% onsite )or fully on-site. The candidate selected for this position may perform a combination of on-site and remote work following a successful onboarding period of up to 12 months and is subject to an approved flexible work arrangement (FWA), which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee. The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.

Requirements

Demonstrated experience with monitoring and reporting of day-to-day operational activities for one or more defined services
Demonstrated ability to manage routine and frequent communications with customers and internal teams
Experience using data tools to gather metrics and contribute to routine operational reports that effectively measure service value.
Experience organizing projects and leading teams through implementation
Demonstrated expertise in designing, implementing, and presenting service metrics and customer reporting that effectively measures service value (required qualification for level II)
Demonstrated experience monitoring service level agreements (SLAs) and writing Memorandums of Understanding (MOUs) (required for qualification for level II)

Nice To Haves

Working knowledge of IT service management concepts (e.g., ITIL framework)
Relevant professional certification (e.g., ITIL Foundation or PMP/project management)
Expertise in utilizing data analysis tools (e.g., Power BI, Tableau)
Demonstrated experience using methodologies such as kanban, agile or sprint.

Responsibilities

Engaging and communicating with customers on a regular basis
Maintaining customer MOUs
Coordinating the delivery of customer quarterly reporting
Developing and maintaining service metrics
Maintaining service level agreements (SLAs)
Change Management and Help Desk service coordination
Maintaining service documentation
Creating, maintaining and improving intake and service delivery processes
Evaluating customer requests based on existing roadmap and strategic planning efforts
Writing and executing communication plans
Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
Assists in the development of strategic planning initiatives and unit objectives for information technology services
Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives