Scheduled Hours

40

Position Summary

The Process Owner is responsible for establishing, documenting, sustaining, improving and communicating production and operations processes with accountability for the process outcomes. As the single point of contact accountable for the overall process s/he is given the responsibility and authority for managing the Production and Operations process.

The process owner takes an organization-wide view of processes within Enterprise Applications (EA) and has ultimate accountability for performance, scalability, sustainability as well as adherence to the process. S/he has the authority to make required changes related to achieving process objectives. The Process Owner is responsible for defining and actively managing Key Performance Indicators (KPIs) to ensure process performance and objectives are met.

Production Support/Operations Process Owner will work in collaboration with the Projects & Development process owner to ensure consistent processes from project intake through implementation and transition to operations. S/he is accountable for working with managers and customer liaisons to validate consistent and cohesive operations. Resources for production & operations work will be allocated in coordination with the Assistant Director for Production & Operations and WashU IT units. S/he will help to develop and manage adherence to the process and structure, focused on consistent training, use of knowledge templates and reinforcing Production and Operations communication of methodology to ensure consistency, continuity and ITIL alignment (Incident, Problem, Change, Event, Service Request) for the following:
• Intake for production issues and operational tasks
• Triage & Prioritization
• Assignment, Resolution & Prevention
• SLE, SLA & Metrics
• Transition to Operations
• Customer Service

Job Description

• Business process analysis, system design, implementation and on-going support of departmental applications.

• Management of projects and system support including supervision of staff.

• Ensuring data integrity and security of these systems.

• Participation in management discussions and planning at the department level to ensure that adequate resources are available to meet business requirements.

• Direct the application development activities and manage the resources of a team within the Departmental Applications technology team.

• System modification and major system analysis and design including database system design and technical support.

• Disciplined project management methodology including documentation and implementation standards required to meet project milestones.

• Recruitment and development of professional staff and ongoing evaluation. Direct the development and delivery of training that will enhance the technology, proficiency and system understanding of a team within the Departmental Applications technology team.

• Perform other duties as assigned.

Working Conditions: Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

No specific certification is required for this position.

Work Experience:

Relevant Experience (6 Years)

Skills:

Academic Experience, Business Information Systems, Information Technology Management

Driver's License:

A driver's license is not required for this position.

More About This Job

Position Specific Responsibilities

• Develop and implement operational framework, tools and processes to ensure responsiveness to our customers.
  • Document and communicate processes to EA, WashU IT and customers.
  • Lead ongoing improvement efforts, utilizing data to provide insights into current state process, define process improvements, and facilitate implementation.
  • Lead analysis and design of existing and new processes spanning multiple areas of the organization.
  • Collaborate with IT teams to establish standard operating procedures, policies, SLEs and SLAs that comply with departmental and university standards.
• Serve as active incident management for critical/high impact incidents.
• Serve as active participant in the Change Advisory Board (CAB)
• Implement metrics to provide visibility (through dashboards, metrics)
  • Define success metrics for each process and establish a plan to baseline, monitor, and measure process success through interactive dashboards which provide visibility into
    • Timeliness of resolution and follow-up for service issues which enable service improvements
    • The effectiveness of IT processes and tools
    • Capacity planning and through-put
    • IT services quality from a user perspective
  • Complete data-driven maturity assessments of processes to ensure compliance and measure and health of the process.
• Develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
• Provide feedback internally for process enhancements and improvement of training & communication programs.
• Using the Plan-Do-Check-Act methodology, process owners must continually improve their processes: 1) planning what to do and how to do it, 2) doing what was planned, 3) checking the results to see if things happened according to plan, and 4) acting to continually improve the process.

Leadership and Management

• Lead, manage, and develop a high functioning team of direct reports with diverse backgrounds.
• Recruit, retain, and motivate staff to do their best work.
• Establish performance expectations, monitor progress, provide feedback, and resolve staffing issues within the team.
• Foster a positive work environment that emphasizes commitment to success, excellent service and personal/professional accountability and growth for all.
• Analyze and help improve business processes for Enterprise Systems and Solutions by working closely with staff members at all levels of the organization.
• Collaborate with service owners and other EA leaders to ensure alignment of staff assignments with departmental goals.
• Provide oversight of cross-functional teams executing concurrent work, ensuring successful and timely delivery
• Lead planning for IT production & operations framework, processes and tools.
• Ensure adherence of process to departmental and university service standards.
• Work with managers and leadership to
  • establish expectations and measurement.
  • provide direction, training, and guidance for less experienced staff.
  • provide input for professional development of staff.
• Participate in recruiting and staff supervision. Provide formal and informal feedback.

Perform other duties as assigned

Preferred Qualifications

Education:

Master's degree

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

Adaptability, Agile Methodology, Business Analysis, Business Solutions Design, Communication, Database Development, Database Implementation, Development of Action Plans, Organizing, Prioritization, Professional Etiquette, Resource Planning, Solution Implementation, Sound Judgment, Strategic Objectives, Technical Communication, Technical Knowledge, Technical Solutions, Technology Platforms, Time Management, Waterfall Project Management

Grade

G16

Salary Range

Base pay is commensurate with experience.

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.