Service Operations Coordinator

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.

Duties include:

• 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

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.

• 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

Division of Information Technology, User Services, Departmental Support

User Services is a unit within DoIT and offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance collaboration and communications among the UW-campus community.

The Division of Information Technology (DoIT) Departmental Support team serves the administrative, academic, and research technology support needs of students, departments, and faculty/staff on the UW Madison campus. UW-Madison consists of 13 schools and colleges, over 24,000 faculty/staff, a student enrollment of over 45,000, and over $1.3B in annual research expenditures. The atmosphere on campus is vibrant contributing to an exciting working environment where collaboration and learning are encouraged. Departmental Support provides technology solutions for a wide variety of technology-driven devices, services, and solutions. In a typical year, more than 100 unique departments receive support from DoIT Departmental Support. All the services provided by Departmental Support are found on this service page Departmental Support - UW-Madison Information Technology

Starting salary will be based on experience and qualifications. Well qualified applicants can anticipate to earn between $80,000 - $96,000 for a Service Coordinator I and $92,000 - $130,000 for a Service Coordinator II, with final salary based on experience and qualifications.

Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Benefits information can be found at (https://hr.wisc.edu/benefits/).

• 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)

• 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.

Bachelor's Degree Preferred Minimum

Click on the "Apply" button to start the application process.

You will be prompted to upload the following documents:

-Resume
-Letter of Qualifications

Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position.

DoIT Human Resources, doit-hr@doit.wisc.edu, 608-263-1790

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.