IT Software Acquisition Customer Service Liaison (Temporary)

Apply now Job no: 494216
Work type: Administrative Faculty Temporary
Location: Golden
Categories: Information Technology

Position Title: IT Software Acquisition Customer Service Liaison (Temporary)
The Opportunity:

This position serves as the primary liaison between customers, Mines stakeholders and software vendors to collect and share critical information and documentation related to license terms, privacy, security, accessibility, used in the procurement of new and existing software purchase. The incumbent will provide campus communication and outreach to ensure the Mines community understands the software acquisition process and requirements. They will also provide hands-on consultation support for ITS and Mines customers to understand their software needs, including collecting ITS questions from internal reviews and asking user questions all at once.

Responsibilities:

Customer and Stakeholder Liaison:

  • Gather and analyze customer requirements to match appropriate purchases and business needs.
  • Act as the primary ITS point of contact for new software acquisition requests on campus.
  • Manage key customer relationships to ensure exemplary customer experience.
  • Lead and mentor customers in software acquisition process.
  • Socialize the software acquisition process throughout campus gathering buy-in and support.
  • Usher software requests through current software acquisition process, gathering necessary documents and approvals.
  • Liaise with Procurement, Accessibility, Compliance and Security individuals to identify needed critical information and approval documentation.
  • Liaise with customers and ITS
  • Monitor tickets to move them forward and ensure timely responses.
  • Identify the data needs to be used in the installation phase.
  • Communicate decision to the requester along with next steps.

Operational and Administrative Support:

  • Own and update the vendor form
  • Provide leadership, customer support and consultations for cross-function Software Acquisition services and processes.
  • Coordinate the form with vendors and upload it to the ticket
  • Manage and monitor the overall software review ticket process, which may involve interaction with the ITS/Privacy/Procurement approvers for questions.
  • Check for duplicate software and help problem solve if there are already solutions on campus
  • Communicate ‘denials’ to requester with details of the reasons behind non-approvals.
  • Provide training to ITS sand other campus groups on the use of the sotware acquisition in take form and processes.
  • Serve as assigned ITS contact for the RFP process on a as needed basis.

Metrics Reporting and Continuous Improvement:

  • Identify where needs exist, and work closely with other departments and campus to remove roadblocks and inefficiencies in the process to expedite the request lifecycle times.
  • Identify and report process improvement opportunities
  • Monitor ticket progress (aging, metrics, performance)
Minimum Qualifications:
  • Bachelor's degree in the field of business, or other field of study with relevant related skills and experience.
  • Three years of relevant work experience in customer service
  • Proven record of exceptional customer service that creates a welcoming and supportive environment.
  • Ability to work effectively with faculty, staff, and students from a variety of diverse backgrounds.
  • Demonstrated problem-solving skills.
  • Excellent knowledge of common word-processing and spreadsheet programs, like Microsoft Word and Excel
  • Ability to work well on their own and with others
  • Have excellent time-management skills, and know how to prioritize and multitask.
  • Ability to adapt within a rapidly changing technical environment.
  • Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills.
  • Demonstrated ability to work collaboratively with a team of diverse IT professionals, customers, and vendors.
  • Ability to synthesize complex concepts or criteria and develop into concise written form (such as best-practice guidelines, support articles, and status reports).
  • Internal communications experience in highly complex organizations.
  • Demonstrated ability to participate on teams.
  • Demonstrated ability to interact with and influence colleagues and constituents at all levels.
  • Ability to translate complex processes using non-technical language.
  • Thorough knowledge of campus protocols and channels for communication internally and externally.
Preferred Qualifications:
  • Experience communicating in a university environment.
  • Experience working in higher education.
  • Extensive experience with, and understanding of universal design principles and accessibility principles related to emerging web technologies, multimedia, and learning environments.
  • Experience developing training and/or presentation materials.
  • Ability to leverage data collection tools such as surveys, questionnaires, and interviews and process into compelling narratives in both written, verbal, and statistical forms.
  • Demonstrated experience working with technology vendors and service providers (procurement, implementation, modification/customization, incident remediation, etc.).
How to Apply: Applicants will be asked to complete an online application (personal information, demographic information, references, veterans status) and upload a resume and cover letter (required). References will not be contacted until later in the selection process and you will be informed before that contact is made.
Total Rewards: Starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information. Mines provides an attractive benefits package including fully paid health and dental insurance. Part of Mines' mission is to create a family-friendly environment supported through our dependent tuition benefits, parental leave benefits, and dependent care assistance plan, as well as in special events, camps, and programming. For more information visit: family.mines.edu
Background Investigation Required: Yes

Advertised: Mountain Standard Time
Applications close: Mountain Standard Time

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