Account Manager for Client Support - University Information Services

Location
Washington D.C
Posted
Apr 05, 2019
Closes
Jul 03, 2019
Ref
JR04662
Industry
Education
Hours
Full Time
Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

Account Manager for Client Support - University Information Services

The Account Manager works collaboratively with specifically designated departments or university divisions to provide IT guidance, recommendations, and direction; and assists the department or division with development of IT goals and objectives; and manages resources to assure technology needs are met and aligned with the university's IT objectives. Serving as a Team Lead and reporting to the Associate Director of Client Support, the Account Manager has duties that include but are not limited to:

Simultaneous IT Projects Management
  • Develops project charters and supporting documentation.
  • Identifies which projects can use internal resources vs. being outsourced.
  • Coordinates among multiple groups, including UIS staff, university faculty and staff, and external vendors.
  • Effectively manages communication and tracks project status and risks.
  • Promotes clarity and transparency in project management.
  • Negotiates resources and timelines to reflect identified capabilities across individual and all UIS Projects.
  • Actively works to demonstrate UIS as a colleague and collaborator on departmental projects.


Technology Requirements Analysis
  • Captures, synthesizes, and documents technology requirements
  • Understands the business need and requirements.
  • Identifies technology solutions that meet those business needs.
  • Suggests and informs management of key technology capabilities and the effect on performance.
  • Prepares estimates for technology implementations and solutions, both from a time and cost standpoint, based on experience and knowledge of existing capabilities and regulations.
  • Develops service level agreements as they relate to IT operations in coordination with other UIS divisions.


Technology Alternatives Evaluation
  • Assesses various technologies against identified criteria and requirements.
  • Documents the findings of the assessments and creates recommendations on best alternatives or approaches for implementing those technologies.
  • Uses industry best practices for evaluating alternatives against identified and ratified requirements.
  • Clearly communicates the pros and cons within a solution set of alternatives.


Customer Communication
  • Translates customer needs into valid technology requirements.
  • Communicates complex technology solutions in a clear manner appropriate to the audience.
  • Performs fit-gap analysis and clearly explains solution gaps to customers to empower decision making.
  • Presents the business case and solution set to senior management both within UIS and within departments in a professional and meaningful manner.


Requirements
  • Bachelor's degree - and continuing education in technology discipline
  • 5 years of work experience in information technology management organization - preference for 2 of those years in customer service
  • Certification in business process and project management
  • Ability to clearly communicate verbally and in writing with proper grammar and spelling

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