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Posting Summary
Working TitleAssociate Director of Customer Engagement
Role TitleGen Admin Manager I
Role Code19223-FP
FLSAExempt
Pay Band05
Position Number28000279
AgencyNorthern VA Community College
DivisionNV280-VP of College Computing
Work LocationFairfax County - 059
Hiring RangeCommensurate with Experience (up to $120,000 max)
Emergency/Essential PersonnelNo
EEO CategoryA-Official or Administrator
Full Time or Part TimeFull Time
Does this position have telework options? -Telework options are subject to change based on business needs-
Does this position have a bilingual or multilingual skill requirement or preference?
Work Schedule8:30 am to 5 pm Monday through Friday. Some telework may be available
based on business needs.
Sensitive PositionNo
Job DescriptionGeneral Description:
This position serves as the Associate Director of Customer Engagement and has day-to-day operational responsibility for the integrated Enterprise Service Management platform, IT Help Desk, and Business Process Improvement functions. This position is responsible for creating effective working relationships within and between the functional programs, with other College Computing units, campus IT staff and the broader college community.
The Associate Director is expected to comfortably liaise with and present information to college leadership and contacts within other state agencies when necessary.
Duties and Tasks:
- Develop and implement an overall customer engagement strategy and related portfolio of services with a focus on customer service and accountability.
- Implement and grow a robust Enterprise Service Management platform to manage end-to-end service delivery
- Develop and lead a proactive, strategic approach that drives best-in-class IT customer support and creates a culture of collaboration.
- Plan and manage resources, coordinate projects and initiatives affecting the division
- Perform data analysis and reporting for strategic planning purposes
- Work collaboratively with peers to establish division priorities, manage cross-unit initiatives and projects, and champion accountability and responsibility within the division.
- Recommend, develop and implement process improvements across the unit and division
- Requires expertise in project and portfolio management.
- Requires technical expertise in the infrastructure build-out of an ESM, including the development of standard operating procedures and the oversight of service requests, incident reports and change management events. .
Special Assignments
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required Qualifications
Required KSAs:
- Ability to apply strategic thinking and demonstrate understanding of requirements to execute.
- Ability to communicate with all organizational levels, including senior management and technical personnel.
- Ability to drive and implement change across assigned units and/or organization.
- Ability to evaluate existing business processes for improving use of technology.
- Ability to make decisions guided by policies and procedures, strategic plans, and/or operational needs with limited guidance.
- Ability to develop and thrive in high performance teams
- Ability to drive accountability and productivity.
- Demonstrate a willingness to cross-train, and be cross-trained, in other roles/duties and technologies/services.
- Demonstrated excellence in delivery of online and face-to-face technology training.
- Demonstrated skills in problem resolution, data collection, and decision-making.
- Excellent Technology proficiency
- Facilitation and negotiation skills.
- Leadership: a demonstrated ability to lead people and get results through others.
- Must have the ability to introduce innovative solutions and learn cutting edge technologies as they evolve.
- Planning: an ability to think ahead and plan for both short term and long term.
- Proven ability to ask probing questions and obtain thorough and relevant information.
- Proven ability working in a fast-paced environment, with the ability to manage changing requirements on a regular basis
- Strong customer orientation and attention to quality of service.
- Strong IT skills, especially in customer engagement areas of IT.
- Working knowledge of Microsoft Suite, Microsoft 365, and other off the shelf software
- Support a culture and reputation for excellence
Minimum Qualifications:
- Experience leading customer engagement services or CRM platform.
- Experience in leading and managing professional staff.
- Experience leading significant IT projects involving multiple departments and constituents
- Experience in organizing and managing multiple priorities and resources.
- Experience managing cross-functional teams.
- Client-facing experience and managing high impact customer relations.
- Experience implementing new technology and/or promoting technology use.
Additional Considerations
Additional Considerations:
- Management experience
- Technology management experience
- Experience developing strategies for business units based on technical knowledge and situational awareness of current operating environment and emerging business trends.
- Experience providing consistent excellent customer experience across multiple functional units where management structures are segmented.
No
Supervises EmployeesYes
Required Traveln/a
Posting Detail Information
Posting NumberCLS_3349P
Recruitment TypeGeneral Public - G
Position End Date (if temporary)
Job Open Date10/04/2024
Job Close Date10/28/2024
Open Until FilledNo
Agency Websitewww.nvcc.edu
Contact Name
Phone Number
Special Instructions to Applicants
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI).Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Additional Information
Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs.The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.
At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA.To learn more about NOVA’s commitment to inclusive excellence, please visit our website.
NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.
We strive to ensure our employees have the tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu.The security of our students, faculty, and staff is very important at NOVA. Please take a moment to review NOVA’s Annual Security Reports.
** 1 day of telework a week after probation period.
Background Check Statement Disclaimer
The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment).Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest.
EEO Statement
The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment.Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.
ADA Statement
The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.
E-Verify Statement
VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Supplemental Questions
Required fields are indicated with an asterisk (*).- * I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to