Business Technology Support I

Job Posting Title:
Business Technology Support I
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Hiring Department:
Enterprise Business Information Technology Solutions
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
40
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FLSA Status:
To Be Determined at Offer
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Earliest Start Date:
Ongoing
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Position Duration:
Expected to Continue
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Location:
AUSTIN, TX
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Job Details:
General Notes
Flexible work arrangements and telework are available for this position.
Enterprise Business IT Solutions (eBITS) manages systems and provides IT support services related to financials, accounting, human capital management, purchasing and procurement, and other central business services.
In eBITS, we believe in fostering a culture of community, authenticity, and excellence. We achieve this through a commitment to a common set of expectations defined as The Workplace We Want. We seek out alternative viewpoints and respect the perspectives and experiences of individuals.
Must be authorized to work in the United States on an ongoing, full-time basis for any employer without sponsorship.
The University of Texas at Austin provides an outstanding benefits package. Those benefits include:

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, and holidays
• Teachers Retirement System of Texas (a defined benefit retirement plan)
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card

For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards
Purpose
Are you a service-oriented problem solver who enjoys providing support solutions for clients? You will be stepping into a culture where team members are hands-on contributors and feel comfortable sharing ideas and opinions. Our team strives to be supportive, engaging, and service-oriented. The Business Technology Support I will work on a dynamic team of collaborative, service-oriented, analytical problem-solvers who are energized by providing solutions to our campus customers for a financial system and a modern Human Capital Management and Payroll cloud solution. This is a customer service role with no technical configuration responsibilities and presents an opportunity to learn about modern SaaS solutions, business processes, and collaborative ways of working.
Responsibilities

• Provide excellent customer service providing support for SaaS solutions, build collaborative relationships, act as a business partner who consistently follows through on commitments, provide consultative guidance to our campus customers for Human Capital Management and Payroll transactions. Maintain a high standard of service excellence by leveraging your resilient, resourceful, forward-looking, and proactive attitude to support customers.
• Provide support during peak business and academic cycles, act as a valuable liaison with campus customers and service-focused enterprise technology teams, provide knowledge transfer to customers and other stakeholders, and act as a resource for team members as needed.
• Gather input from customers, analyze transactions, exercise professional judgment based on analysis, coordinate closely with technology teams (Workday Business and Technical Solutions teams), and organizational partners (Accounting, Payroll, HR, etc.) to troubleshoot issues, perform root cause analysis, etc.
• Research and recommend proposed enhancements from customers, test and validate, coordinate with cross-functional and technical teams to execute resolutions steps to address customer issues. Develop process or procedure documentation, diagrams, matrices, or workflows.
• Provide support for ServiceNow Knowledge Management or proprietary e-commerce platform. Training will be provided.

Required Qualifications

• High school diploma or GED
• 1-2 years of experience in customer or technical support, business analysis, customer service, or a related support role.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in customer service software and tools.
• A commitment to enhancing customer service within an enterprise setting.
• Ability to Manage Time and Priorities: Must demonstrate effective time management skills and the ability to handle multiple competing priorities in a fast-paced, dynamic, remote work environment.

Relevant education and experience may be substituted as appropriate.
Preferred Qualifications

• Bachelor's degree in Business, Information Technology, or related field.
• Certification(s) in business analysis or related areas
• Experience with specific customer service or CRM tools
• Advanced proficiency in Workday, TXShop, or Define
• Strong interpersonal skills and experience working with cross-functional teams.
• Previous experience in an enterprise-level customer service environment.

Salary Range
$50,000+ depending on qualifications
Working Conditions

• Remote/Hybrid
• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a
• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.
#LI-Remote
Employment Eligibility:
Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
Retirement Plan Eligibility:
The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
Equal Opportunity Employer:
The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
Pay Transparency:
The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Employment Eligibility Verification:
If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
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E-Verify:
The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:
Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.