Customer Systems Manager

Job description

Posting Number:


Internal Recruitment :


Working Title:

Customer Systems Manager

Anticipated Hiring Range:


Work Schedule:

Monday - Friday 8am-5pm with occasional evening, weekend, overnight and out of state travel.

Job Location:

Raleigh, NC

Department :

Business and Technology Extension Programs of the UNC System

About the Department:

The Small Business and Technology Development Center (SBTDC) has helped North Carolina businesses grow and create new jobs since 1984. We provide management counseling and educational services to small and mid-sized businesses. Most of our services are free of charge, and all are confidential. By providing entrepreneurs with the tools they need to build and grow successful businesses, the SBTDC positively impacts NC’s economy.

Essential Job Duties:

Integrates technical capabilities and solutions across a broad spectrum of information technology disciplines in order to address the needs of an assigned client base: collaborates with engineers or developers to identify system data, hardware, or software components; develops system engineering, software engineering, system integration, or distributed system architectures; ensures compatibility of system components; performs security analyses; develops project plans, schedules, or budgets. Note: This classification is not intended for individuals whose majority of work effort can be captured by one of the other more specialized EHRA IT professional classifications, nor is it intended for individuals whose role is primarily to provide routine technical or help desk support or manage information technology projects.

This position is funded by the time-limited CARES Act.

System Maintenance & Problem Solving
●Develop, implement and maintain procedures, manuals, systems and records, client files, surveys and evaluations.
●Monitor and review quality (quality control audits) of client and training files. Ensure that programmatic records and reports are accurate, complete and compliant according to relevant policies, procedures and other requirements.
●Manage permissions and access to Center IC in accordance with training and confidentiality requirements.
●Help to ensure compliance with rules, regulations and standards for the network and program.
●Format and submit/upload programmatic data through appropriate channels, such as EDMIS, ensuring deadlines are met and date communicated is accurate.
●Communicate with vendors on software and issues.
●Communicate with program partners on data requirements.
●Report and escalate appropriate data management issues or discrepancies related to data to appropriate contact.
●Maintain current data for network success rates, reporting and trending for other metrics.

Communication & Training
●Act as primary point of contact for network staff on database, systems and date matters.
●Provide expertise, training, troubleshooting and technical support to network staff and Lead Center, encouraging full utilization of the functionality available in Center IC and any other network-wide systems in use.
●Create guides and SOP to meet program requirements and promote efficient use of systems.
●Assist with SBTDC new employee on-boarding, orientation and training activities.
●Participate in special projects as assigned and product deliverables as it pertains to program goals.
●Provide input for program and network policies and procedures, implementation of data management policy, strategic planning, service delivery, training components, reporting tools and mechanisms, accreditation processes and management issues.
●Participate as a member of the department team, including monthly conference calls and quarterly meetings.
●Establish and maintain effective relationships with leadership, staff and various stakeholders to understand their needs.

Data Analysis & Reporting
●Design/create queries/reports to assist the network/Lead Center in understanding performance data and analysis to assist with operational improvement.
●Coordinate, manage and compile data required for annual participation in ASSOC Chrisman study, SBA economic impact study, and other required or requested data collection, to meet submission deadlines and requirements.
●Prepare clear, concise and comprehensive correspondence, reports and other written materials.
●Assist the Deputy State Director with reporting and accreditation, including monthly Center IC reviews, quarterly EDMIS uploads and monthly, quarterly, semi-annual and annual reports and surveys requested or required by the program partners/funders.

Networking & Market Research
●Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional societies.
●Keep abreast of program guidelines, policy changes and new developments in department programs.
●Identify, obtain and share professional development training to improve job performance and enable understanding and advancement department programs, in alignment with program direction, goals and budgeted funding.
●As appropriate, network with other SBDCs, PTACs, VBOCs and relevant stakeholders to both learn and promote the programs.
●Continuously research new trends, best practices and emerging platforms for client relations and data management.

Other Responsibilities:

Other duties as assigned.

Minimum Experience and Education:

Master’s degree; or Bachelor’s degree with zero – two years’ of relevant experience; or an equivalent combination of education, training and relevant experience.

Other Required Qualifications:

-Knowledge of data management principles, methods and techniques including data flow, mapping and analysis, research methods and trending techniques.

-Demonstrated experience with entrepreneurial and small business programs.

-Excellent interpersonal and communication skills (written and oral), including public speaking (in front of large and diverse audiences).

-Demonstrated exceptional customer service and satisfaction for both internal and external stakeholders including public speaking (in front of large and diverse audiences).

-Extensive experience with the operations of computers and software, specifically Microsoft Word, Excel, PowerPoint and Outlook, conference call and/or webinar applications, and the ability to learn new database, MIS systems quickly.

-Capable of multi-tasking, managing multiple projects at one time and meeting deadlines.

-Ability to prioritize and organize workload efficiently.

-Must be able to work with people and build strong relationships from diverse backgrounds and who have a variety of language and administrative skills.

-Demonstrated ability and desire to learn, explain and provide general knowledge of programs to clients, referral sources and others.

-Ability to plan, schedule and coordinate training programs/events in various locations.

-Attention to detail and accuracy, strong problem-solving skills.

-Must be able to maintain confidentiality of information, with no exceptions.

-Work independently within a cohesive program team and a collaborative network.

-Demonstrated commitment to client satisfaction and a high regard for others and completing tasks on time.


Preferred Qualifications:

-Bachelors Degree

-Three or more years progressively responsible experience evaluating, managing and improving organization data management systems and related operational processes in a business or higher education setting.

-Advanced operation of computers and software applications, including database management and process mapping.

-Previous experience with an SBDC network.

-Previous experience with the Center IC database.

-Experience in project management.

-Proficient with PeopleSoft Finance and HRMS systems.

Required License(s) or Certification(s):


Valid NC Driver's License required:


Commercial Driver's License required:


Job Open Date:


Anticipated Close Date:

Open Until Filled.

Position Number:


Position Type:

EHRA Non-Faculty

Full Time Equivalent (FTE) (1.0 = 40 hours/week):



12 Month Recurring

Mandatory Designation - Adverse Weather:

Mandatory - Adverse Weather

Mandatory Designation - Emergency Events:

Non Mandatory - Emergency Event

Is this position partially or fully funded on ARRA stimulus monies?:


Department ID:

262101 - Business and Technology Extension Programs of the UNC System


NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree equivalency verified at or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.




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Job No:
Posted: 11/15/2020
Application Due: 1/14/2021
Work Type: