IT Service Delivery Coordinator

Job Posting Title:

IT Service Delivery Coordinator

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Hiring Department:

University Development Office

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt from FLSA

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

About The University of Texas at Austin

What starts here changes the world.

The University of Texas at Austin, founded in 1883, ranks among the 40 best universities in the world with top national programs across 19 colleges and schools. By creating educational opportunities for all and leading cutting-edge research at scale, the University fosters positive social change, technological advancement, and economic progress showing the world that change really does start here.

Following our 10-year strategic plan, UT will become the world’s highest-impact public research university, unleashing knowledge, opportunity and innovation from the heart of Texas.

Learn more about UT’s mission and values, leadership and Change Starts Here strategic plan.

Why Join Texas Development?

The University of Texas at Austin is on the front lines of the future: sparking the imagination, driving discovery and transforming lives. And it’s only possible because generous supporters believe in the power and promise of our state’s flagship university to change the world.

Together, through one of the largest fundraising efforts in our state’s history, we will support our people, amplify the unmatched potential of our place, and lead innovation through world-changing pursuits. With nearly $5 billion raised over the past six years, Texas Development is quickly becoming one of the best fundraising programs in higher education.

Texas Development is a dynamic community of more than 450 fundraising professionals across the Forty Acres. We strive to reach the highest levels of achievement and success in all that we do by creating meaningful and powerful experiences for our donors.

Join us and change the world.

Benefits

The University provides a competitive benefits package that includes insurance and retirement benefits in addition to other programs and services.

Texas Development supports growth by offering professional development opportunities that help every team member accomplish their goals, enrich their skillset and deepen their engagement with UT.

Purpose

Reporting to the Senior Information Technology Manager for Salesforce and Application Support team within Advancement Data Operations (ADO) in the University Development Office (UDO), the IT Service Delivery Coordinator coordinates the planning, sequencing, and delivery of work for the team and, in partnership with fellow coordinators and team leads, across ADO teams.

The IT Service Delivery Coordinator partners with ADO team leads, technical staff, and UDO stakeholders to ensure work is well defined, properly sized and assigned and delivered on time, within the ADO service delivery framework and in alignment with ADO work management standards.

Responsibilities

• Coordinates the intake, readiness, sizing, assignment, and tracking of work for the assigned ADO team(s) in ADO’s work management systems (currently including Jira, ServiceNow, and Salesforce Cases), following the work management standards established for ADO.
• Reviews work items to confirm they contain what technical team members need (clear description, acceptance criteria, dependencies, and required approvals or sign-off) before work is assigned, and returns incomplete items to the requester for clarification.
• Partners with team leads and technical staff to size work, balance assignments against available capacity, and raise resourcing conflicts and delivery risks to the team manager.
• Monitors work in progress, follows up on blocked, overdue, and stalled items, verifies that work is completed, and maintains work item hygiene including status, ownership, priority, dates, and closure.
• Sets up and facilitates sprints or maintains kanban flow as appropriate for the team, and leads or participates in team standups, sprint planning, and retrospectives.
• Works with ADO team leads and fellow coordinator from teams such as Reporting, Application Development, IT Operations, and Business Transformation) to align, sequence, and manage cross-team work from planning through delivery, and partners with the IT Project Management function of project-related efforts.
• Serves as the primary point of contact for questions directed to the assigned team, answering them when possible or routing them to the right person and following up until they are resolved.
• Coordinates communications, including scheduling and distributing notices, gathering stakeholder feedback, and following up on issues raised.
• Prepares and distributes status, workload, and delivery reports and dashboards for stakeholders and ADO leadership, drawing on work management and release tools; may be trained over time to produce deployment reports.
• Collaborates with stakeholders to clarify and verify details needed to move work forward.
• Provides capacity and workload information to ADO leaders to support prioritization and escalates conflicts between planned and unplanned work for decision.
• Documents team working agreements, definitions of ready and of done, and delivery processes, and contributes to continuous improvement of ADO service delivery practices.
• Adapts to additional work management and ticketing systems as ADO’s service delivery tools evolve.
• Serves as a backup to other ADO coordinators to ensure coverage.
• Additional duties as assigned.

Required Qualifications

• Bachelor’s degree.
• Three or more years of professional experience coordinating work for technical teams, such as project or task coordination, service delivery, IT service management, or Agile delivery.
• Demonstrated experience managing work in a work management or ticketing system (such as Jira, ServiceNow, Salesforce Cases, or Smartsheet), including backlogs, boards, workflows, and reporting.
• Demonstrated ability to determine whether work is sufficiently defined for technical staff, and to obtain missing information from stakeholders.
• Demonstrated ability to track, prioritize, and follow through on multiple concurrent work items and deadlines.
• Demonstrated ability to align work across teams and influence outcomes without direct authority.
• Demonstrated ability to facilitate meetings such as standups and planning sessions.
• Excellent written, verbal, and visual communication skills and a demonstrated understanding of appropriate levels of communication for technical and non-technical audiences. Attention to and appreciation of detail.
• Self-directed and dedicated to working as a member of a collaborative team.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Experience in a development or fundraising office, or another higher education environment.
• Experience with IT service management practices (incident, request, change, and release management); certifications such as ITIL.
• Experience with Agile practices such as Scrum and Kanban; certifications such as CSM, PSM, PMP, or CAPM.
• Experience with Salesforce or other CRM applications.
• Experience with Jira, ServiceNow, or Salesforce Cases.
• Experience with Tableau, Power BI, or advanced MS Excel functionality for reporting.
• Experience with UT Austin and UDO administrative systems, tools, and business processes.
• Possesses strong customer service skills and demonstrates emotional intelligence.

Salary Range

$83,000

Working Conditions

• This position is based in Austin, Texas.
• Must be eligible to work in the United States on a full-time basis for any employer without sponsorship. Applicants must be authorized to work in the United States. The University Development Office does not sponsor work visas for this position.
• Works in standard office conditions, in a shared office environment, with repetitive use of a keyboard at a workstation.
• Monday through Friday, 8:00 AM – 5:00 PM hybrid and on-site work is the standard expectation for this position.
• May require additional hours during peak periods and special events.
• Regular and consistent attendance is required in this job.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.