Job Description

Position Purpose:

As a University of Washington (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. The UW is committed to attracting and retaining a diverse staff – your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UWIT) is the central IT organization for the University of Washington, providing critical technology support to all three campuses and UW medical centers. This includes information technology and services in: customer experience, data & applications, infrastructure, information security, people & culture, research computing, and strategy & business operations. UWIT collaborates with University partners to advance teaching, learning, innovation, and discovery at the UW.

This position is a critical, multi-faceted support role essential for the daily operational stability and strategic growth of several key collaboration services. The role provides crucial operations leadership for the MSCA service (which includes UW Office 365, Power Platforms, and Exchange Online) and the Google Collaborative Applications service (which includes Google Workspace, Gmail, and Google Drive).

The responsibilities of this position are specialized and cannot be absorbed by other team members without significantly impacting service quality, security, and customer satisfaction of both service operations and key initiatives throughout CPP and UW-IT.

Position Complexities:

This is a demanding position that requires a high degree of flexibility and self-reliance. As a role that supports the Technology Manager's leadership, this role will require the ability to execute on and make decisions in line with high-level strategy and policy as determined by the TM.

Position Dimensions and Impact to the University:

This position supports UWIT's objective of providing best in class information technology services to all UW users by providing critical business analysis and service management support for all Microsoft and Google productivity applications. The Productivity Platforms team (which supports Office 365, Exchange Online, and Google Workspace) provides mission-critical productivity applications used by every student, staff member, and patient throughout UW's various campuses and medical centers. This position plays a crucial support role within the team, empowering and enabling the team's engineering staff to keep these systems operational and minimize service interruptions.

Position Responsibilities:

Business Analytics (30%):

• Provide the Technology Manager and department/division leadership with business-critical data and analytics on UW’s Productivity services and their related daily operations.
• Perform analysis on services and service usage to help inform overall product development strategy and focus PPLAT’s limited development resources on products and features most impactful across the University.
• Coordinate communications with Microsoft / Google product representatives to ensure updates and changes to Office 365 and Google Workspace products are appropriately communicated and deployed to UW users.
• Write, edit, and publish documentation about solutions for technical and non-technical audiences.
• Conduct analysis of user needs, identify and document use cases, workflows, and common challenges.

Customer Experience Management (30%):

• Delegate and coordinate customer support ticket processing across the team to ensure high quality, timely processing and communication with customers.
• Provide coaching and mentorship to Engineering staff to develop customer service and communication skills.
• Communicate with customers via support ticket responses to ensure high customer satisfaction and to perform de-escalation as necessary.
• Develop and coordinate support ticket response strategy in collaboration with the Customer Experience and Tier 2 User Support teams.

Support Daily Operations (20%):

• Delegate development and support tasks across team members to maximize strategic utilization of team resources.
• Ensure timely and quality completion of projects and customer ticket processing.
• Provide operational visibility to the Technology Manager and enable key strategic decisions via daily reporting on support ticket resolution and project progress / status.
• Advise the Technology Manager on subjects related to daily operations and incident management to support development of service delivery strategy and policy.

Project Management (20%):

• Ensure consistent task tracking and progress updates for team project work on daily/weekly schedules (as appropriate).
• Perform complex task scheduling across the team for multi-departmental, multi-disciplinary projects.
• Provide visibility on work status and project/task progress tracking for department and division leadership.
Manage team’s resource capacity to ensure to timely completion of critical development projects.

• 
  

Minimum Qualifications:

• Bachelor's Degree in Project Management, Informatics, Computer Science, or related field/degree, or equivalent experience.
• Minimum 4 years of experience.

Compensation, Benefits and Position Details

Pay Range Minimum:

$87,984.00 annual

Pay Range Maximum:

$142,980.00 annual

Other Compensation:

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81 .

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .