Edtech.com's Summary

University of Texas at Austin is hiring an IT Service Delivery Coordinator. The role coordinates the intake, sizing, assignment, and tracking of work for a technical team within Advancement Data Operations, the data and systems group of the university’s fundraising office. The coordinator reports to the Senior Information Technology Manager for Salesforce and Application Support and works with team leads and stakeholders to keep work well defined and delivered on time.

Highlights

Coordinate the intake, readiness, sizing, assignment, and tracking of work for the assigned team in Jira, ServiceNow, and Salesforce Cases, following Advancement Data Operations’ work management standards.
Review work items for a clear description, acceptance criteria, dependencies, and required approvals before assignment, and return incomplete items to the requester for clarification.
Size work with team leads and technical staff, balance assignments against available capacity, and raise resourcing conflicts and delivery risks to the team manager.
Monitor work in progress, follow up on blocked, overdue, and stalled items, and keep status, ownership, priority, and closure data accurate.
Set up and facilitate sprints or maintain kanban flow, and lead or join standups, sprint planning, and retrospectives.
Align and sequence cross-team work with coordinators from Reporting, Application Development, IT Operations, and Business Transformation, and prepare status, workload, and delivery reports and dashboards for stakeholders and leadership.
Bachelor’s degree and three or more years of professional experience coordinating work for technical teams, such as project coordination, service delivery, IT service management, or Agile delivery, with relevant education and experience able to substitute.
Demonstrated experience managing backlogs, boards, workflows, and reporting in a ticketing system such as Jira, ServiceNow, Salesforce Cases, or Smartsheet.
Preferred experience in a development, fundraising, or higher education office, along with ITIL or Agile certifications and Salesforce or other CRM experience.
Salary of $83,000, with a Monday through Friday, 8:00 AM to 5:00 PM hybrid and on-site schedule based in Austin, Texas.

IT Service Delivery Coordinator Full Description

Job Posting Title:

IT Service Delivery Coordinator

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Hiring Department:

University Development Office

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

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FLSA Status:

Exempt from FLSA

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Benefits

The University provides a competitive benefits package that includes insurance and retirement benefits in addition to other programs and services.

Texas Development supports growth by offering professional development opportunities that help every team member accomplish their goals, enrich their skillset and deepen their engagement with UT.

Purpose

Reporting to the Senior Information Technology Manager for Salesforce and Application Support team within Advancement Data Operations (ADO) in the University Development Office (UDO), the IT Service Delivery Coordinator coordinates the planning, sequencing, and delivery of work for the team and, in partnership with fellow coordinators and team leads, across ADO teams.

The IT Service Delivery Coordinator partners with ADO team leads, technical staff, and UDO stakeholders to ensure work is well defined, properly sized and assigned and delivered on time, within the ADO service delivery framework and in alignment with ADO work management standards.

Responsibilities

Coordinates the intake, readiness, sizing, assignment, and tracking of work for the assigned ADO team(s) in ADO’s work management systems (currently including Jira, ServiceNow, and Salesforce Cases), following the work management standards established for ADO.
Reviews work items to confirm they contain what technical team members need (clear description, acceptance criteria, dependencies, and required approvals or sign-off) before work is assigned, and returns incomplete items to the requester for clarification.
Partners with team leads and technical staff to size work, balance assignments against available capacity, and raise resourcing conflicts and delivery risks to the team manager.
Monitors work in progress, follows up on blocked, overdue, and stalled items, verifies that work is completed, and maintains work item hygiene including status, ownership, priority, dates, and closure.
Sets up and facilitates sprints or maintains kanban flow as appropriate for the team, and leads or participates in team standups, sprint planning, and retrospectives.
Works with ADO team leads and fellow coordinator from teams such as Reporting, Application Development, IT Operations, and Business Transformation) to align, sequence, and manage cross-team work from planning through delivery, and partners with the IT Project Management function of project-related efforts.
Serves as the primary point of contact for questions directed to the assigned team, answering them when possible or routing them to the right person and following up until they are resolved.
Coordinates communications, including scheduling and distributing notices, gathering stakeholder feedback, and following up on issues raised.
Prepares and distributes status, workload, and delivery reports and dashboards for stakeholders and ADO leadership, drawing on work management and release tools; may be trained over time to produce deployment reports.
Collaborates with stakeholders to clarify and verify details needed to move work forward.
Provides capacity and workload information to ADO leaders to support prioritization and escalates conflicts between planned and unplanned work for decision.
Documents team working agreements, definitions of ready and of done, and delivery processes, and contributes to continuous improvement of ADO service delivery practices.
Adapts to additional work management and ticketing systems as ADO’s service delivery tools evolve.
Serves as a backup to other ADO coordinators to ensure coverage.
Additional duties as assigned.

Required Qualifications

Bachelor’s degree.
Three or more years of professional experience coordinating work for technical teams, such as project or task coordination, service delivery, IT service management, or Agile delivery.
Demonstrated experience managing work in a work management or ticketing system (such as Jira, ServiceNow, Salesforce Cases, or Smartsheet), including backlogs, boards, workflows, and reporting.
Demonstrated ability to determine whether work is sufficiently defined for technical staff, and to obtain missing information from stakeholders.
Demonstrated ability to track, prioritize, and follow through on multiple concurrent work items and deadlines.
Demonstrated ability to align work across teams and influence outcomes without direct authority.
Demonstrated ability to facilitate meetings such as standups and planning sessions.
Excellent written, verbal, and visual communication skills and a demonstrated understanding of appropriate levels of communication for technical and non-technical audiences. Attention to and appreciation of detail.
Self-directed and dedicated to working as a member of a collaborative team.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Experience in a development or fundraising office, or another higher education environment.
Experience with IT service management practices (incident, request, change, and release management); certifications such as ITIL.
Experience with Agile practices such as Scrum and Kanban; certifications such as CSM, PSM, PMP, or CAPM.
Experience with Salesforce or other CRM applications.
Experience with Jira, ServiceNow, or Salesforce Cases.
Experience with Tableau, Power BI, or advanced MS Excel functionality for reporting.
Experience with UT Austin and UDO administrative systems, tools, and business processes.
Possesses strong customer service skills and demonstrates emotional intelligence.

Salary Range

$83,000

Working Conditions

This position is based in Austin, Texas.
Must be eligible to work in the United States on a full-time basis for any employer without sponsorship. Applicants must be authorized to work in the United States. The University Development Office does not sponsor work visas for this position.
Works in standard office conditions, in a shared office environment, with repetitive use of a keyboard at a workstation.
Monday through Friday, 8:00 AM – 5:00 PM hybrid and on-site work is the standard expectation for this position.
May require additional hours during peak periods and special events.
Regular and consistent attendance is required in this job.

Required Materials

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

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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.

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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.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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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.

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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.

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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.

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