As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
UW-IT is the central IT organization for the University of Washington, providing critical technology support to all three campuses, UW medical centers and global research operations. UW-IT collaborates with University partners to advance teaching, learning, innovation and discovery at the UW. CSS is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions. CSS leads UW-IT customer experience efforts to ensure customer interactions consistently produce positive outcomes.
UW-IT Customer Service & Support (CSS) values and commits to diversity, equity, and inclusion as a means to promote individual growth, professional excellence, cultural intelligence, and success within our community. CSS fosters a climate of mutual respect; applying innovative solutions drawing upon our strengths.
UW-IT has an outstanding full time opportunity for a Business Relationship Manager.
The Business Relationship Manager (BRM) of Customer Service and Support (CSS) is responsible for responding to a broad range of routine, and non-routine complex requests assigned to the Communications Solutions and Relationship Management (CSRM) group within CSS, and will act as a liaison between UW-IT and UW Campus Partners. The BRM must have significant knowledge in IT subject matters in order to consult with customers regarding their business technology needs pertaining to teaching, learning, and research. The BRM is responsible to understand our partner’s business, assist in the prioritization and management of projects, ensure that projects align with the technology that best provides maximum return on investment, and direct IT strategy in support of the overall business strategy. Monitors and evaluates the work of vendors for quality and timeliness. Provides technical knowledge, and exercises independent decision making when communicating with customers, process partners and vendors.
Bachelor’s Degree in computer science, information, engineering, business, or related field or experience.
Four years' experience performing progressively more complex and responsible tasks involving technical, operations and project management in a diverse and complex computing and networking environment.
Demonstrated excellent written/oral communication skills, technical documentation skills - especially in writing procedures and workflows, user liaison skills, and personal interaction abilities.
Ability to successfully work independently, and use judgment appropriately when communicating, documenting, and interacting with process partners and customers.
Strong problem-solving skills
Ability to communicate technical subjects effectively with non-technical faculty and staff.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Demonstrated ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations and functional areas while under the policies and constraints of a large public entity.
Ability to manage a diverse range of activities in a very visible and pressured environment, exercising independent judgment in resolving problems.
A broad understanding of modern networking standards, transport technologies, managed and hosted servers, high performance computing, learning management systems, and cloud platforms.
Familiarity with technology migration strategies, Layer 1, 2, and 3 technologies, and some knowledge of data cable plant infrastructure issues and video/integrated services.
Experience working in a service-oriented organization.
Ability to prioritize workload and manage time.
Genuine commitment to providing superior customer service.
Ability to set clear and realistic expectations up front for both staff and customers.
Ability to delegate work appropriately, ensuring timely execution to include a high level of accuracy upon completion.
ITIL Foundations training or certification.
A solid understanding of a business, product, or system lifecycle methodology.
Strong logic, reasoning, and problem-solving skills.
CONDITIONS OF EMPLOYMENT:
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.