Assistant Director of Operations
Under the supervision of the Director of Enterprise Systems, the Assistant Director of Operations will be principally responsible for integration, operations and application administration of enterprise systems, including SaaS and vendor-hosted applications, as well as on-premise COTS and custom-developed applications. The position is secondarily responsible for assisting in the administration, monitoring, and maintenance of application software and middleware systems. The work of the position is wide-ranging and includes the development and design of SaaS, hosted and on-premise application administration strategies, system monitoring and planning for future expansion requirements. The Assistant Director of Operations is expected to exhibit a high level of problem-solving ability and resourcefulness and be able to work on fairly complex systems and projects with only general direction and supervision required. The position regularly operates under deadlines and must be capable of handling periodically heavy workloads and multiple assignments. The position works collaboratively with fellow members of Enterprise Systems, Systems Integration, client areas and vendors to meet the ongoing needs of the University. The position is responsible for management, supervision, and development of the Enterprise Systems Operations team members. In addition, this position will cross-train fellow team members on essential administration functions, as well as be cross-trained to serve as a backup for administration of a limited number of other key enterprise systems.
Operations and Project
- Maintain the production, test, and development instances of supported systems in collaboration with the Systems Integration team and vendors.
- Provide general system administration and monitoring including account provisioning, resource usage, configuration, upgrades, and patches.
- Provide application administration including but not limited to configuration, custom group and role development, security issues, upgrades and future releases, project implementation and coordination.
- Provide vendor management and collaboration in support of on-premise, SaaS and hosted solutions.
- Participate as an active member of project teams related to the installation, maintenance, modification and/or adoption of new system features and functions ensuring good documentation and adherence to technical design standards/architecture.
- Test, coordinate user testing, and install/deploy vendor patches and new releases, following change-control management and vendor-recommended best practices and procedures; supervise all changes (both vendor and in-house) to the production environment.
- Lead and manage complex vendor relationships and upgrade/release cycles, including tenant/environment management, coordination of complex timing between systems, integrations and all phases of testing.
- Partner with others in L&IT, functional areas and designated super users to design, implement and execute effective processes and procedures for the governance and management of on-premise and SaaS and/or hosted solutions.
- Provide cross training and instruction for the transfer of unique expertise and knowledge to other members of the Library and IT staff.
- Provide status and issue reports as requested.
- Maintain, respect, and protect the confidentiality of information held within or transferred across the University's computer and communication resources in any format.
- Respond to requests to address auditor recommendations and comply with set standards and goals.
- Be willing to respond to occasional emergency situations as they arise outside of normal working hours.
- Perform event and incident management, troubleshooting and plan break/fix scenarios.
- Manage complex and multi-disciplinary projects including both technical and functional elements and constituents.
- Be willing to flex schedule for planned outages and upgrades as needed.
- Comply with university computing and data security standards.
- Perform other duties as assigned or requested.
- Champion policies and best practices governing the Project Life Cycle (PLC) including but not limited to the testing of new releases, the development of enhancements, deployment, daily operations and maintenance, reporting and documentation (technical and end user).
- Champion policies and best practices governing IT Service Management, including those concepts addressed through the IT Infrastructure Library (ITIL).
- Champion policies and best practices governing Vendor Management.
- Support policies which promote process and service improvement across the enterprise.
- Provide regular, ongoing feedback to peers and management promoting continuous improvement, proactive service and relationship building.
- Manage, lead, and supervise other members of the Enterprise Systems Operations team.
Technical Planning, Communication and Management
- Serve as a proactive advocate for the appropriate use of systems and technology within the enterprise systems environment.
- Keep abreast of new technology and industry developments and make recommendations regarding opportunities for implementation.
- Effectively and efficiently manage assigned projects within and across the enterprise systems environment.
- Maintain technical competencies and currency related to supported application releases and other applications as assigned to fully support the University community.
Qualified applicants will hold a bachelor's degree in a computer related field or have three years of relevant experience (or some appropriate combination of the two). Demonstrated knowledge of and experience with various system architectures and the administration of varied and complex applications is required. Candidates must have a strong background with one or more RDBMS platforms, multiple operating systems, and multiple scripting and/or programming languages. Demonstrated experience and proficiency in managing complex vendor relationships and demonstrated experience in planning and executing complex system installations, upgrades and conversions are also required. Other important traits of a successful candidate are debugging, optimization tuning and troubleshooting skills; excellent communication skills, both verbal and written; the ability to work both independently and collaboratively in a dynamic and demanding environment; proven ability to manage multiple complex assignments with sensitivity to deadlines, priorities and changing circumstances; and demonstrated professional work ethic and positive, problem-solving attitude and troubleshooting skills. Finally, we seek candidates who will provide shared experiences and expertise that will contribute to Bucknell's commitment to diversity and inclusiveness.
Bucknell University provides equal opportunity without regard to race, color, gender, gender identity, gender expression, sexual orientation, age, religion, national or ethnic origin, marital status, veteran status or disability in admissions, employment and in all of its educational programs and activities.