Operations Manager, Student and Auxiliary, Information Services and Technology Applications

Recruiter
Boston University
Location
Boston, Massachusetts, United States
Posted
24 Feb 2018
End of advertisement period
24 Mar 2018
Ref
5559/B2318
Contract Type
Permanent
Hours
Full Time

Job Description

The Operations Manager will lead the operational support of Boston University’s Information Services and Technology (IS&T) Student Information Systems (SIS) and Auxiliary Systems services; both legacy and modern. This position will be an individual contributor that will work in a matrixed environment with various IS&T SIS and Auxiliary managers and their teams to ensure successful operations.

The Operations Manager is a senior role that will:

  • Lead and mentor a high performing operations team in a matrixed environment
  • Ensure the smooth operations of critical university systems throughout the year, including the oversight of critical university events
  • Refine, communicate and implement operational support processes and procedures in the evolving Student and Auxiliary landscape
  • Oversee operational support activities including service tickets (incidents, services requests, enhancements, defects), operational change and release management, operational planning and roadmaps
  • Create and maintain service operations documentation
  • Ensure operational resource coverage and backup for Student and Auxiliary services
  • Engage the client/user community in regards to operational activities
  • Participate in the management of vendors providing software and services enabling Student and Auxiliary systems
  • Create and present operational status and metrics to IS&T management
  • Escalate operational issue that required attention to IS&T management

Required Skills

  • Bachelors or Masters Degree in Computer Science, Information Systems, or other related field.
  • A minimum of 10 years of relevant IT work experience or the equivalent managing operational team(s).
  • Advanced analytical, computer/technical and project/process management skills
  • Advanced knowledge of service management processes and procedures; ITIL certification preferred
  • Advanced oral, written and presentation communications skills
  • Experience providing supervision over several groups in a matrixed fashion
  • Highly process-oriented, with proven success in solving business challenges through the design and implementation of process
  • Experience in Higher Education is desirable. Specifically knowledge of higher education processes such as recruitment, admissions, financial aid, student records management, curriculum management, student accounting, housing, dining, parking, etc.
  • Collaborative and supportive approach to working with numerous and diverse groups of people

Job Location

BOSTON, Massachusetts, United States

Position Type

Full-Time/Regular