What is Cornell University and what is Information Technology @ Cornell?
Cornell University, unique among peers, is the federal land-grant institution of New York State, a private endowed university, and a member of the Ivy League. Information technologies (IT) is a strategic enabler for many functions at Cornell. Staff working in IT are found in most colleges and units across Cornell. We are comprised of many organizations, but we work as one. By being where Cornell faculty, staff, and students are, we are able to offer services—whether needed at your desktop or to solve a major business, academic or research objective—to everyone at Cornell. Check out this link to find out more about IT@Cornell
What you will do:
You as the Operations Support Manager will play a key role on the Custom Development Team at Cornell where you will help to make our ensure client's support needs are met. Cornell is a large institution and the Custom Develop team supports a wide range of web applications and web sites projects. These could be anything from a faculty member looking to have us support their new web page for their research to one our colleges requesting portfolio level support for all of their websites and web applications. Regardless of the scope of the request you will strive to ensure our clients have the best experience possible. This will be done by leading a team support analysts and providing them with the tools and guidance needed for success. Additionally, you will:
Success for the customer means success for our team!Therefore, you will ensure that support services are delivered and aligned with established support level targets.
Collaborate - Collaboration is key!You will develop effective working partnership's with Project Manager, UX Specialists, QA Specialist and programmers across campus to deliver unparalleled customer support.
We don't like to work off hunches here so you'll utilize data to drive decisions.For example, you'll provide forecasting and monitoring of all support hours on our team resource chart. You won't stop there though! You will take it one step further and ensure that hours plotted match support needs and make necessary adjustments as needed.
As you know in the world of web development a project is never really over.You will work closely with project managers to ensure smooth transitions from the project team to the support team.
You will explain all this technical ‘stuff’ to less-technical stakeholders.
What you will be:
You will be a people person who is passionate about technology and delivering fantastic client support. You will be a forward leaning technologist who is open and embracing of new technologies. We work as a team here, so collaboration is key! Additionally, you will have:
A Bachelor's degree or equivalent combination of education and experience
Minimum 3 to 5 years of combined professional experience in the areas of:supervision or leadership, web development projects and/or web support efforts, web consulting and business requirements analysis.
Excellent leadership, interpersonal, analytical, written and oral communication skills.These include facilitation, conflict management, budget/estimate development, change management and negotiation.Must demonstrate very strong consensus building and relationship management skills.
High degree of initiative and results orientation with a strong attention to detail. Self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability
Lastly, it goes without saying that communication skills are paramount.You will be working with all different levels of the organization and should enjoy explaining complex technical concepts to both technical and non-technical people
If you have all those things, great! We have a few more things that we would prefer you to have, but it's ok if you don't.
Past experience on web related projects or working within a web development team.
Demonstrated experience within a project management methodology.
Knowledge of web security best practices.
Knowledge of UX, design and web accessibility best practices.
Knowledge of Resource management and Business Life Cycle practices
When applying through our system, please remember to attach your application materials (Resume/Cover Letter/CV) in either Microsoft Word or PDF format. In the Experience section of your application, use the 'Drop Files Here' box to manually drag document(s) into your application. For a more detailed description and instructions on how to apply online please click here as an external candidate or click here if you are an internal candidate. Please note: Cornell Employees must apply through the Internal Cornell Career site.
No Visa sponsorship is available for this position.
No relocation assistance is available for this position.
Background check will be required.
University Job Title:
Info Tech Area Mgr II
Pay Rate Type:
Number of Openings:
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About Cornell University
In 1865, Ezra Cornell founded an institution "where any person can find instruction in any study." From the beginning, all students were welcome, regardless of race, gender, ideology, or socioeconomic status. Today, we invite you to join our talented and diverse students and accessible faculty who, together, form a living and learning community unmatched in its breadth of opportunities.Cornell University's college, schools, and other academic units offer more than 4,000 courses, 70 undergraduate majors, 93 graduate fields of study, undergraduate and advanced degrees, and continuing education and outreach programs.