Systems Support Lead

Enterprise Platform Management

Consult with the Career Excellence and Innovation team on technology solutions and resources that enable operational effectiveness. Provide day-to-day support for enterprise resources to ensure access to students and troubleshooting. Represent university needs with enterprise platform vendors for system optimization, unique configurations, and integrations. Monitor systems to achieve optimum performance and work with departments to configure relevant reporting and system metrics. Lead integration efforts in alignment with central system administrators and work closely to align system operations with the Provost's Office of Enterprise Technology. Provide timely communications and effective trainings in collaboration with the Career Excellence and Innovation team across stakeholder teams. Develop and enforce application operating standards, policies, and procedures. Oversee requests for system augmentations and collaborate with users to identify solutions and resolve issues. Manage software quality; participate in validation, testing, and documentation of product releases. Collaborate with Career Success leadership on the management and ongoing development of the Career Success WordPress website and SharePoint. Oversee and manage day-to-day support operations of the 12twenty@Texas platform, ensuring consistent service delivery and operational excellence. Develop and implement operational policies, procedures, and best practices to improve efficiency, scalability, and quality of service. Collaborate with the vendor, Career Success team, McCombs and Law School teams, and end users to coordinate project delivery, feature releases, and system updates. Monitor platform performance metrics, analyze data, and generate reports to identify trends, risks, and areas for improvement. Lead incident response and resolution efforts, working with technical teams to minimize downtime and maintain high availability. Work with Enterprise Technology to ensure compliance with industry standards, security protocols, and regulatory requirements. Manage the 12twenty@Texas and UT Austin 12twenty ticket systems, ensuring efficient operations and stakeholder responsiveness. Oversee vendor relationships. Guide strategic planning for support budgeting, forecasting, and resource allocation to align with institutional goals. Oversee project management for special initiatives that enhance operations and improve user experience for students, employers, and staff. Identify opportunities to leverage automation, integrations, and data insights to streamline processes and improve performance metrics. Other duties as assigned.