Manager of Admin Systems

Information Technology and Computing Services ( ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

Enterprise Applications (EA) is responsible for the design, development, implementation, operation, and enhancement of administrative computer applications for over 28,000 students and over 7,000 employees at ECU. Systems supported include, but are not limited to, Finance, Human Resources, Student, University Advancement, Document Imaging, and the PiratePort portal. EA works closely with central offices across campus, including numerous steering committees, to ensure administrative systems meet the needs of the university.

The Admin Systems team within EA is charged with maintaining/supporting enterprise applications and services. Some of these include ApplicationXtender, Evisions, ePrint, Jaggaer, Intellistack, DocuSign, PeopleAdmin, Cornerstone, AppWorx, and external file transfers. In addition, this team supports PCI software and tools for the university. This team works closely with other teams within EA and ITCS on initiatives and projects. The team also manages security for Banner (ECU's ERP system) and the aforementioned software.

INTERNAL POSTING: Open only to applicants currently employed by East Carolina University

This position serves as a supervisor and technical resource for the ITCS EA Admin Systems team and is responsible for supporting all associated enterprise software and services. This includes, but is not limited to, ApplicationXtender, Output Transformation Server, ePrint, Evisions, Cornerstone, PeopleAdmin, Intellistack, DocuSign, Clover, Jaggaer, PETS, and Banner security. These applications are business and/or mission critical to the University.

Supervision:
* Responsible for managing a team of IT programmer/analysts/technicians to confirm requests are prioritized appropriately and team procedures are being followed
* Serve as a reference to help enhance team member's skills to assist with maximizing their success.
* Accountable for monitoring the progress of the team's assigned work and keeping multiple projects/requests on track to meet deliverable deadlines and satisfy stakeholders/clients.
* Provide day to day planning and organization of the work to be completed for supported systems/software.
* Monitor supported systems/software via reports and user feedback to ensure uninterrupted and accurate functioning of the information systems.
* Responsible for creating performance goals and working with management and team members to ensure they have the opportunities and resources needed to meet their goals.
* Complete performance evaluations annually and offer feedback regularly throughout the year.
* Responsible for contributing to the long-term planning and development of the team.
* Responsible for developing and enhancing ITCS's relationship with the supported business offices.
* Responsible for "leading by example" to foster and engaged work environment that encourages innovation, creativity, and teamwork.

Systems Analysis:
* Accountable for staying abreast of the University's needs for supported software. When necessary, evaluate alternative solutions to ensure ITCS provides solutions that meet the needs of the University.
* Work with departments to understand their business needs to recommend solutions that improve business processes using electronic solutions. Break down and organize recommended solutions into specific objectives and actionable plans. Review recommended solution with supervisor and gain approval for actions to be taken. Data integrity must be maintained while keeping good processing efficiency and keeping the availability of data of utmost importance. Time and resource estimates are provided as part of the analysis process.
* With new technology being implemented, this position must be an advocate of the newer types of technology and thus explain the values to be gained by using the technology. Explanations would include the cost reduction benefits through financial or time saving, compatibility issues, future expansion and modification, etc.
* Maintain open communication and on-going consultations with clients to ensure a successful application life cycle process. This position will normally be responsible for the entire systems development lifecycle, which will include complex analytical activities.
* Regularly provide guidance and suggestions on tasks involving supported systems to team members.
* This position must also allocate resources and time for research and development with the intent of investigation and implementation of latest advances in software functionality/features

Project Management:
* Accountable for monitoring the progress of the team's assigned work and keeping multiple projects on task to meet deliverable deadlines and satisfy stakeholders.
* Serve as the team's primary project manager to review and prioritize both project and routine work requests as they are received to balance meeting customer needs with resource availability.
* Contribute to the team's quarterly project roadmap and project request backlog, and keep supervisor and stakeholders informed about the status of projects and supported systems.
* Document and track enhancement requests, development requests, processing problems, needed improvements, and vendor supplied upgrades.
* Create project specifications, develop project goals and objectives, supervise project development, and thoroughly review and test changes and enhancements to applications managed by the team.

Maintenance/Problem Resolution:
* Prioritize support tickets and other issues, determine cause, route problem to responsible area when appropriate, or develop solutions, get user feedback, decide best solution to implement balancing information system needs and time restrictions, directly consult areas of support which may be necessary to solve problems, make changes to or oversee changes to application components, test changes, migrate changes into production environment, and contact users to ascertain accuracy of problem resolution.
* If problems require long term application changes that cannot be performed immediately, the position will keep track of the problem and ensure it is handled appropriately.
* Recommends methods of resolving problems and works with vendor for problem resolution if appropriate.
* Work with other ITCS teams to collaboratively resolve issues spanning multiple teams.
* Maintains troubleshooting playbooks for supported applications to assist tier 1 support with triaging and resolving issues prior to being escalated to the team.

Documentation:
* Establish and document work standards and standard operating procedures for supported systems.
* Review and update documentation on a regular basis.
* Write professional, clear, concise, and complete applications and systems documentation for clients, programmers, and internal team use. Complex logic should be explained in an appropriate format, such as a graphical format for ease of understanding.
* Produce comprehensive technical, user and operational documentation.

Testing:
* Test new, modified, and upgraded application to make sure they perform as designed.
* Maintain testing plans for supported applications.
* Know how to interpret and correct/resolve error messages.
* Use data testing to make changes as needed to meet job specification.
* Develop programs/solutions with accuracy, and after migrating to production, must expect little or no problems with the production systems.
* Work closely with vendor to report and resolve issues.

Training:
* Plan and conduct training for various departments on supported systems and software.
* Formally or informally mentor and cross-train team members on supported systems or software.
* Participate in training opportunities by attending classes, workshops, calls, etc. and by taking self-study type training to improve technical skills and to increase professional awareness.
* Suggest ways to improve training opportunities that are cost effective.
* Assist by teaching or providing one on one assistance to others as needed.

Professional Development:
* Actively engage in ongoing professional development by attending relevant training sessions, webinars, and industry conferences.
* Maintain current knowledge of emerging technologies, application management trends, and best practices to ensure optimal team performance and alignment with organizational goals.

Other Duties as Assigned The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position may be eligible for Flexible Work Arrangements ( FWA) under the ECU FWA Policy.

Contingent upon availability of funds.

Bachelor's degree and 4 years of relevant experience or equivalent combination of education and experience.

All degrees must be received from appropriately accredited institutions .

NA

* A degree in computer science, information systems, computer engineering, math, engineering, or a related technical degree
* Knowledge and experience with Oracle, SQL, secure FTP, shell scripting, and Linux commands via SSH
* Familiarity with Windows Server and Internet Information Services
* A technical understanding of the business processes mandated by enterprise administrative systems
* The ability to think clearly and accurately resolve problems under pressure
* Excellent oral and written communication skills
* Knowledge of various project management methodologies
* Previous experience with enterprise applications including deployment, management, and technical support - both hosted and on-site.
* Ability to effectively communicate with a broad base of clients on a technical and non-technical level
* Experience with Team Dynamix or similar service desk software
* Experience supervising a team of application administrators, analysts, and technicians, including creating performance goals and completing performance evaluations.

East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Applicants must be currently authorized to work in the United States on a full-time basis.

In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.