Director of Enterprise Application Support

The Director of Enterprise Application Support reports to the Associate Chief Information Officer and serves Montana State University, the Division of Student Success, and the 4-campus community as a strategic partner in the prioritization, procurement, implementation and maintenance of enterprise-level related software. The position is responsible for collaborating with key stakeholders to establish and align applicable strategic and tactical IT priorities, and cultivate and maintain positive relationships with key 4-campus stakeholders at all levels of the organization. Positively communicate, encourage, and assess technology needs and recommend best practices. Lead by example, projecting a positive attitude and a willingness to mentor and support others as needed.

Duties and Responsibilities

Division:

• Reports to the Associate Chief Information Officer

• Advance the division’s leadership model, across all relevant IT contexts and functions.

• Function as a contributing member of the leadership team for the Division of Student Success.

• Cultivate and maintain positive relationships with campus leaders.

• Develop, cultivate, and manage vendor relationships, contracts, and budgets for division IT services.

• Work with the Vice President of Student Success and other divisional and campus leadership to develop, implement and support and align IT procedures and services.

• Manage division IT labor and operational budgets.

• Manage all division student computer fee allocation ( CFAC ) funding requests.

• Participate in the development, implementation, and support three-to-five-year strategic goals for divisional IT needs that support the University strategic plan.

• Lead all EAS IT staff in oversight, including regular occurring team meetings, planning, and annual performance review.

Campus:

• Cultivate and maintain positive relationships across administrative and academic units.

Four-Campus:

• Cultivate and maintain positive relationships across 4-campus administrative and academic units.

• Coordinate and manage four-campus priorities and projects.

Technical Direction:

• Represent the division in technical matters within the IT Community.

• Ensure that Information Technology supports students’ success during their journey at Montana State.

• Promote and provide adoption and training of enterprise and divisional IT services where applicable.

• Guide divisional and four-campus leadership, consultation, and management on technology purchases and technical direction.

• Support guidance on the security of systems and data used by the administrative offices and staff, in coordination with the Chief Information Security Officer.

• Identify specific enterprise technology needs for the division and determine appropriate solutions through collaboration across the division and applicable 4-campus community partners.

• Provide leadership in the requirements gathering, selection, planning, implementation and ongoing management of enterprise-level software solutions.

• Collaborate and coordinate requests for IT services across the MSU IT Community, and with four-campus Registrar, Admission, and Financial Aid teams.

• Document, track, and monitor problems to ensure resolution in a timely manner.

• Interact with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.

Staff Management:

• Supervise the day-to-day operations of the EAS team.

• Develop and implement strategies for continuous improvement of all applicable processes.

• Ensure that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.

• Isolate recurring incidents and trends to ensure that troubleshooting efforts are effective and consistently addressed until permanent solutions are found.

• Manage EAS to prioritize projects, meet schedules, and resolve technical, operational and personnel issues to ensure accountability.

• Assess needs and promote and provide professional development for IT staff members to ensure technical currency, cross training and ongoing growth.

• Manage IT resources to maintain a customer service-oriented environment.

• Ensure team members understand how daily work ties back to the University’s strategic plan.

• Bachelor’s degree, plus recent progressive experience in an IT field, or an equivalent combination of relevant experience and education to effectively perform the required job functions.

• Demonstrated ability to translate business and technical needs into functional, technical requirements and manage large scale efforts across multiple remote locations.

• Demonstrated understanding of data security principles and definitions (e.g. FERPA , DPPA , HIPA , GLBA ) and management of data requests.

• Demonstrated experience overseeing the planning, implementation and ongoing maintenance of complex software solutions.

• Demonstrated experience organizing and prioritizing requests and projects from multiple stakeholders.

• Well-developed interpersonal skills, including the ability to establish and maintain cooperative working relationships and navigate conflicting priorities.

• Experience with enterprise-level ERP and/or CRM systems.

• Knowledge of Performance Management, including remote employees, IT Change Management and IT Service Management best practices.

Preferred Qualifications - Experience, Education, Knowledge & Skills

• Master’s degree in Computer Science, or closely related field

• Project Management experience or certification.

• Work experience in a Higher Education environment.

• Experience with enterprise-level ERP systems.

The Successful Candidate Will

• Possess excellent interpersonal, oral, and written communication skills.

• Have excellent organizational and conflict management skills and be a team player.

• Develop and maintain strong, collaborative working relationships.

• Possess proven analytical and problem-solving skills.

• Possess personal integrity, vision, and energy., To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.