La Jolla, California
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Posted: 26-May-23
Location: La Jolla, California
Salary: Open
Internal Number: 123352
Special Selection Applicants: Apply by {06/07/23. Eligible Special Selection clients should contact their Disability Counselor for assistance.
This position will work a hybrid schedule which includes a combination of working both onsite at Towne Centre Drive and remote.
DESCRIPTION
The University of California, San Diego Health seeks a Business Relationship Manager (BRM) with a high degree of knowledge in the following areas: analysis, problem solving, problems without precedent and/or structure, formulating strategic initiatives, process improvement, expert in oral and written communication, all with a high degree of autonomy & organization.
Under the supervision of the Health Sciences IT Assoc Dir, the BRM will serve as a point of contact to the assigned departments for ITSS related services. The BRM connects users with the appropriate services based on needs, identifies the appropriate technologies, resource gaps/needs, and process improvements for IT Shared Services and its customers. This includes: proposal development, analysis, program maintenance, monitoring and cost analysis. Applies skills as a seasoned, experienced professional with a full understanding of industry-wide business process, analysis practices as well as organizational policies and procedures. Resolves a wide range of business process issues of advanced to highly complex scope. Demonstrates good judgement in selecting methods and techniques to obtain desired solutions. Spotting trends, identification of technical gaps and assisting with the development of technical solutions will be a key factor in the success of this position. Assist with or directly resolving customer needs via phone, email, in person or other forms of media (e.g. ServiceNow, Zoom, MS Teams).
The incumbent will use ServiceNow, telephones and email to reach out to customers, verify information, track issues, account for computing devices, track age of devices and recommend refresh to the assigned departments and offer resolutions to issues presented. Acts as a liaison, provide product/services information and resolve any emerging issues. Handles customer complaints, work with other IS teams to provide appropriate solutions and alternatives within acceptable time limits; follow up to ensure resolution; takes the extra mile to engage customers. Keeps records of customer interactions, creates knowledge base articles regarding resolutions and helps to develop guidelines/standards to improve workplace efficiencies.
The position of the BRM is the front-line liaison for IT Shared Services and they will work with each of the service line directors to remediate problems, determine root cause, develop workflows, improve support etc. There is a wide array of useful skills that are hard to capture and certainly don't want to narrow the net we cast. The person needs to be a great communicator, problem solver, be extremely organized and have a technical understanding of internal systems/services and identify gaps for potential future development and/or expansion of service lines.
MINIMUM QUALIFICATIONS
Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of related experience/training. Related Experience: effective & high level customer service, technical experience in system administration (both Mac and Windows environments), high stake sales experience, experience serving a scientific community. Scientific degrees related to computational health sciences, biomedical background, biological sciences, statistics, computer engineering, computer science, genomics and public health.
Experience and advanced knowledge of business and process analysis functions specifically around an academic research environment.
PREFERRED QUALIFICATIONS
Working knowledge of web development (Drupal a +!)
Working knowledge of ServiceNow.
Support experience level with macOS.
Support experience level with M365.
Strong Google Suite Experience.
Experience in public speaking.
Critical verbal and written communication ability.
Intermediate knowledge of Desktops, Servers, Virtualization, web services, O365.
Effective Customer Service Skills.
Experience communicating with Scientists, Doctors, Investigators, Faculty, Staff, Students.
Experience in creating proposals, process improvement.
Exposure to AWS (AWS Practitioner certification a plus).
Creative problem solver
SPECIAL CONDITIONS
Must be able to work various hours and locations based on business needs.
