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IT Manager [ https://www.governmentjobs.com/careers/kingcounty/jobs/4707801 ] 10/25/2024 09:38 AM PDT
King County’s Business Resource Center (BRC) in the Department of Executive Services seeks a strong people, business, and technology leader to serve in a full-time career service position as the IT Manager for the Division’s Shared Services team. We have a need for a people leader and relationship builder who has a strong understanding of customer service and support and with experience with ERP application training and tier 2 help desk functions.
 
As a member of the Shared Services Team, you will work closely with teams across the division to support training activities for system upgrades and projects that implement changes to business processes, system functionality and implement new Oracle products or features. We work with project teams and subject matter experts to assess changes impacting existing training content and work to define and organize content to be included in new or updated educational offerings. We provide change management and communication support to the user communities for major systems changes.
 
This team will also provide direct support to county agency application users handling Oracle-related requests (e.g., security access), and resolving user issues using the County’s Information Technology Services Management (ITSM) help desk tool and methodologies. You will collaborate with BRC teams, business partners, and customers to enhance and streamline business processes and practices.
 
*ABOUT THE BUSINESS RESOURCE CENTER OVERVIEW* 
The BRC oversees King County’s business systems, which include applications, infrastructure, software, and vendor relationships. The team also supports business processes, system governance, and work prioritization to effectively serve county agencies.

*BRC Director’s Office:*
This team provides guidance to the BRC and advises county leaders on strategies to enhance the county’s ERP business systems. They also manage the day-to-day operations of the BRC in support of continuous improvement and a cohesive team approach to govern, manage and support the county’s ERP systems.

*BI Insights Team:*
This team specializes in developing and managing business intelligence analytics across our suite of Oracle ERP applications and SAP Concur. This team also collaborates and works closely with our business partners and county departments to deliver meaningful analytics in support of county business operations. The team is committed to expanding the use of analytics tools and enhancing ERP data governance across the county.

*Financials and Procurement Team:*
This team specializes in Oracle EBS Financials and Procurement, Oracle Procurement Cloud and Supplier Cloud, and SAP Concur travel systems.  The team collaborates with our business partners and county departments to deliver finance, procurement, travel expense and treasury services across all county business operations.

*HR and Payroll System Team:*
This team specializes in PeopleSoft HR, payroll, and retirement systems, collaborating with our business partners and county departments to deliver HR, benefits, and payroll services across all county business operations.

*Shared Services Team:*
This team specializes in training, change management, and help desk support, along with system security, administration, and licensing. There is also a highly skilled and technical team of DBAs who manage day to day running and performance of the systems in Oracle Cloud Infrastructure as well as coordination of system updates and patches.

*"What people have said about working in the Business Resource Center"*"   "
""The Business Resource Center provides an environment with highly diverse work groups and business partners, offering opportunities for professional growth and challenges, learning new skills and the latest technology and applications."  "
"  "
""Employee ideas and contributions are highly valued and supported by supervisors and managers, and employees are able to offer solutions to issues that can be brought before business partners and stakeholders."  "
"  "
""Employees have the freedom to manage their own workload, which is both challenging "
"and rewarding. Work involves not only resolving issues and finding the root cause of problems, but also interacting directly with business partners and experiencing the positive feedback of their appreciation."  "
"  "
""The job is constantly evolving, providing new professional challenges and opportunities for growth, and this comes with a supportive environment with others around you who are rooting for your success as much as their own."* *"
 
*KEY DELIVERABLES AND EXPECTATIONS: "To be considered minimally qualified for this position, you must demonstrate the following skills and abilities: "*
* *Customer Service Experience and Skills:* Previous experience in a customer service role resolving IT issues for users. Ability to work effectively with diverse individuals and collaborate with staff and customers. Familiar with change management, project management and business analysis best practices.
* *Communication Skills:* Strong verbal and written communication skills to clearly explain technical issues and solutions to users and team members. Has skills in technical writing. Can develop and deliver presentations, communications, and specialized training through various mediums for information sharing.
* *Technical Support Experience: *Prior experience in a technical support or help desk environment and providing support to users by troubleshooting issues and providing solutions. Experience creating and maintaining process documentation. Experienced and proficient with Microsoft Office Suite and other productivity tools (Adobe). 
* *Continuous Improvement, Problem-Solving, and Analytical Skills, and Experience:* Ability to systematically diagnose and troubleshoot technical issues efficiently. Strong analytical skills to understand and solve complex business problems. Proficiency in systems analysis, application troubleshooting, and using reporting tools to monitor and track performance measures. Experience assisting in project planning and execution and ability to coordinate with team members to ensure timely and successful delivery of Oracle solutions. Learn and adopt new tools and approaches over time as part of the continuous improvement of training offerings.
* *Instructional Design Experience and Skills:* Can plan, design, develop, and deliver technical training content, including video production, editing, and instructional design for asynchronous e-learning course development. Can deliver virtual instructor-led training and workshops. Experience with a variety of technical tools for e-learning and video editing to produce and deliver training content that supports our customers in applying what they’ve learned into their daily business operations.
* *Strategic Planning, Project/Program Management Skills, and Experience:* Participate and lead strategic planning efforts for the business unit using tools such as Jira. Coordinate with project teams to evaluate systems changes that impact our customers. Have proven time management skills – be able to plan and manage project tasks, keep track of project schedules, and meet deadlines. Advise on and support training activities for system upgrades and projects that implement changes to business processes and system functionality.
* *Interpersonal Skills:* Develop collaborative relationships with BRC systems analysts, business partners, and system stakeholders, and customers. Demonstrated ability to work productively with team members, leadership, customers, and stakeholders at all levels of the organization.
* *Equity, Race, and Social Justice Experience: *Are committed to advancing Equity, Race, and Social Justice (ERSJ) and apply an equity approach in all customer and team interactions.
* Perform other duties as assigned. 
*We are looking for candidates who:** * 
* Direct work, manage staff performance, coach, and guide a diverse staff with a focus on inclusion, engagement, transparent communication, and the know how to lead and manage to people’s strengths and oversee the implementation of long and short-range work plans and staffing plans.
* Lead and manage the day-to-day business and technical oversight of the Shared Services customer service functions and hold self and people accountable. 
* Partner, collaborate and work confidently with BRC colleagues and business partners (DES, DHR, King County IT) and have prior experience serving in customer service roles providing support to a diverse user base and excel and are skilled in building positive relationships with staff and customers.
* Have experience in e-learning development and instructional design and basic understanding of visual design and tools (e.g., Adobe Creative Cloud, Canva, etc.)
* Have experience using measurement tools and techniques to assess training effectiveness.
* Are familiar with organizational change management.
* Demonstrate technical proficiency and experience in a technical support or help desk environments and are skilled in troubleshooting and resolving technical issues. Has previous experience using ITSM tools (Cherwell, Neurons, Jira) and methodologies (ITIL) 
* Have knowledge and understanding of business systems practices, integration and design, workflow analysis and process re-engineering and systematic approaches to diagnosing and troubleshooting technical issues, ensuring efficient and effective resolutions. 
* Possess strong analytical skills, including business process re-engineering and are proficient in application troubleshooting and using reporting tools to monitor and track performance measures.
* Have familiarity with ERP applications, such as Oracle EBS, Oracle Cloud, PeopleSoft HCM, BI Insights, BI Publisher, or Blitz. 
*WORK LOCATION: *
401 Fifth Avenue, Suite 250, Seattle, WA 98104. This position is hybrid and mostly remote, requiring onsite presence on an as-needed basis.
* *
*WORK SCHEDULE: *
Monday – Friday, 8:00 AM – 5:00 PM Pacific Standard Time
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*UNION REPRESENTATION: *Local 117 - IT Managers & Supervisors

**APPLICATION PROCESS*: *The recruitment for this position is open to all applicants. A completed King County Application is required. If you have any questions, please contact DES Talent Solutions at* *DESTalentSolutions@kingcounty.gov.  

This recruitment is an effort to fill our immediate vacancies as well as create a hire list that will be used for any positions that become vacant within the next 6 months.     body { font-size: 1em; font-family: Arial, Verdana, sans-serif; font-weight: normal; font-style: normal; color: #333333; }

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