IT Support Partner

JOB DESCRIPTION

Serves as a UT Health IT service ambassador to promote UT Health IT as a strategic partner within a given department(s). Delivers impact to the department through an in-depth knowledge of departmental operations, and the unique understanding of the business needs of the department's faculty, staff, providers and students. Articulates which IT services might advance unit performance to its customers. Services include but are not limited to the following: end user computing systems, network-based PC/Workstation software and hardware, systems security, data recovery, back-up procedures, and policy changes. This will be achieved by acting as the principle technology advisor to the department(s) to ensure key performance indicators are identified, continuously monitored, and leveraged to effectively shape the IT tools and systems provided that align with departmental demand and enterprise strategy. They will participate in regular meetings with department staff and bring project requests forward as well as feedback regarding the delivery of services back to UT Health IT to ensure that strategic business needs are being met. Provides updates, training, and notifications on behalf of UT Health IT to their departments/schools. Monitors services for continuous improvement needs. Works with Purchasing to support Technology acquisition process.

RESPONSIBILITIES

• Serves as a UT Health IT service ambassador to promote UT Health IT as a strategic partner which delivers impact to the department through an in-depth knowledge of departmental operations, and unique business needs of the department's faculty, staff, providers and students. Articulates which IT services might advance unit performance to its customers. Services include but are not limited to the following: end user computing systems, network-based PC/Workstation software and hardware, systems security, recovery and back-up procedures, and policy changes.
• Acts as the principal technology advisor to the department(s) to ensure key performance indicators are identified, continuously monitored and leveraged to effectively shape the IT tools and systems provided that align with departmental demand and enterprise strategy.
• Serves as primary point of contact for faculty, staff, providers, and students within a specific department or unit whom require IT assistance and maintains positive relationships with departmental leadership. Must identify and communicate clients' business needs to UT Health IT to help stand up IT projects and strategy as they relate to the department for which they represent.
• Communicates faculty, staff, and student expectations about business outcomes and academic support needs and communicates those needs back to UT Health IT; develops expertise in a department or unit's unique technology needs based on mission and purpose of the area. Attends departmental meetings with leadership where appropriate.
• Monitor service delivery for alignment with Service Partnership Agreement, bringing concerns to UT Health IT leadership for calibration and consideration.
• Routes end-users to subject matter experts within UT Health IT for training and guidance on use/s of both hardware and software applications; when needed will help facilitate training with a 3rd party.
• Participates in monthly IT Support Partners meeting with UT Health IT for ongoing training and development.
• Maintains awareness of changes to institution-wide information technology strategy and priorities and responsible for informing department stakeholders of changes.
• Performs all other duties as assigned.
  
  

QUALIFICATIONS

• Strong interpersonal and communication skills: Advanced
• A customer-centric service mentality: Advanced
• Knowledge of specific functions within a university and/or healthcare setting: Intermediate
• Ability to think critically and problem solve without assistance: Advanced
• Ability to train users in applications and operating system fundamentals: Intermediate
• Ability to handle a complex organization with a variety of stakeholders: Advanced
• Strong organizational, time management, and project management skills: Advanced
• Familiarity with ITIL service management framework and concepts: Intermediate
• Familiarity with Business Relationship Management in an IT setting: Intermediate
  
  

Preferred:

• Business Relationship Management Certification
• ITIL Certification
  
  

REQUIRED SKILLS

Six (6) years of experience in an IT related field or a customer service role within IT is required.

REQUIRED SKILLS

Six (6) years of experience in an IT related field or a customer service role within IT is required.