Web Services Business Operations Associate, Senior

Hiring Department

University of Missouri (MU) Office of Extension and Engagement

Nexus@Mizzou

Job Description

MU TITLE: Senior Business Operations Associate

LOCATION: Columbia, Missouri

The University of Missouri (MU) Office of Extension and Engagement’s distinct land-grant mission is to improve lives, communities, and economies by producing relevant, reliable, and responsive educational strategies throughout Missouri. Our dedicated and knowledgeable faculty and staff collaborate with researchers and community leaders to develop and deliver programs that address the needs of Missourians including: educational attainment; environmental concerns; community, economic, business and workforce development; global food systems; and health systems. For more information about MU Extension and Engagement, please visit https://extension.missouri.edu .

Extension Web Services provides a comprehensive and adept online platform solution that connects Missouri residents with University of Missouri Extension educational offerings. The selected candidate will join a team of online website development and content managers who partner with the many extension programs to deliver effective and efficient access to the services they provide. This candidate will coordinate and execute the transfer of various modes of content onto the extension online platform and will serve as a liaison to both internal constituents and to the public.

This position manages and coordinates multiple concurrent projects, including migrating websites, online learning courses and face-to-face events onto the MU Extension website platform.

This position has shared responsibility for the maintenance, updating, trouble resolution and customer service associated to all systems within Extension Web Services. This includes business operations systems support for all Extension groups and other campus or system groups that are leveraging the platform.

This position serves as a technical subject matter expert (SME) to program/project managers who lead strategic implementation projects.

This position serves as gateway to lead program/project manager to web and content-related resources.

This position has shared responsibility to provide help desk management support for internal faculty and end users (the public) of the systems.

This position investigates and resolves platform and product order entry or delivery issues with Missourians or citizens throughout the United States.

This position represents the platform to faculty, administrative staff, executive management, and to the public.

ESSENTIAL DUTIES

• Troubleshoot and problem solve technical issues which are preventing Missourians from viewing, downloading or accessing any product offering that a program page aggregates.
  
  
• Identify the most likely root cause of a problem within the online platform and either solve outright or escalate to management, ETCS/DoIT or to the external vendors involved in the program.
  
  
• Act as an internal consultant associated to the current capabilities of the systems managed.
  
  

• Facilitate meetings to elicit clear and concise business requirements to be implemented for the customer. Translate business problems into functional requirements which can be broken down into detailed tasks to be worked by team members. Co-manage multiple concurrent enhancement requests by faculty, specialist or program owner.
  
  
• Oversee internal testing of business feature functionality and conduct user acceptance testing with faculty and program leaders. Create step by step scripts executed by end users to validate and verify all documented requirements have been delivered and are working to the customer's satisfaction.
  
  
• Provide help desk management support for internal faculty and end users (the public) of the systems. Contact end users directly to troubleshoot and resolve system usage issues. Open and track repair/enhancement tickets with DoIT or external vendors. Open and track enhancement tickets with vendors.
  
  
• Investigate and resolve any system configuration or setup issues in the platforms.
  
  
• Advocates and drives changes in policies and procedures impacting internal and external workgroups.
  
  

PROFESSIONAL EXPECTATIONS

• Conduct all activities in accordance with the Civil Rights Acts, Title IX, Rehabilitation, Americans with Disabilities Act and local, state and region affirmative action plans. Other duties and responsibilities will be expected to support the mission and purpose of MU Extension.
  
  

LEADERSHIP RECEIVED AND EXERCISED

• Receives guidance from management to maximize effective use of skill set.
  
  

• Oversees online conversion projects with autonomy within established program goals.
  
  
• Advises management of necessary process changes, platform enhancements, and/or program requirements.
  
  

CORE ATTRIBUTES FOR MU EXTENSION FACULTY AND STAFF

Exhibit a high personal standard of excellence, be an effective team player, and demonstrate inclusivity, civility, and respect for all.

Engage stakeholders and learners; maintain positive interpersonal relationships; and exhibit effective written and oral communication skills.

Operate with minimal guidance and be a self-directed learner who is flexible and adaptable to changing environments.

UNIVERSITY INFORMATION

The University of Missouri, also known as Mizzou and MU, is the Flagship University of the four-campus University of Missouri system. It is the state’s 1862 land-grant university and one of the most comprehensive universities in the United States. MU’s broad undergraduate programs and its’ graduate, professional and research programs attract annual enrollment of more than 30,000 students. MU is centrally located in Columbia, MO, which is consistently ranked as one of America’s most livable cities. MU Extension and Engagement programs are located on all four campuses and in 114 counties and St. Louis city.

Salary

Salary commensurate with education and experience.

Salary: $48,900 - $68,815 annual

Grade: GGS-010

University Title: SENIOR BUSINESS OPERATIONS ASSOCIATE

Internal applicants can determine their university title by accessing the Talent Profile tile in myHR

Shift

Monday through Friday, 8:00 a.m. - 5:00 p.m.

Minimum Qualifications

A Bachelor's degree or an equivalent combination of education and experience and at least 4 years of experience from which comparable knowledge and skills can be acquired is necessary.

Preferred Qualifications

• 3-5 years - progressive professional experience in operations, IT and planning specializing in business analysis and maintenance/operations.
  
  
• 3 years - in customer service operations interfacing to the public.
  
  
• 3 years - website construction and content management experience.
  
  
• Experience working in a Drupal web environment.
  
  
• Excellent interpersonal communication skills.
  
  

• Must be able to communicate complex technical plans to end users and senior management.
  
  
• Management of complex online content delivery systems.
  
  
• Strong working knowledge of HTML/CSS.
  
  
• Experience with e-commerce, learning management systems (LMS) and/or event management platforms.
  
  

Successful candidate will also demonstrate the following core attributes:

• Effective listening, written and oral communication skills across divergent internal and external client groups.
  
  

• Advanced technical skills with an understanding of web development, pricing strategies and data mining.
  
  
• Flexibility, resiliency, and the ability to operate with minimal guidance.
  
  
• Perform other duties as required.
  
  

Columbia Missouri Information

Columbia, Mo., is known as an ideal college town, combining small-town comforts, community spirit and low cost of living with big-city culture, activities and resources. Home to nationally renowned public schools and other colleges and educational centers, Columbia is packed with restaurants and entertainment venues and hosts more than a dozen annual cultural festivals.

Benefit Eligibility

This position is eligible for University benefits. The University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, and educational fee discounts. For additional information on University benefits, please visit the Faculty & Staff Benefits website at http://www.umsystem.edu/totalrewards/benefits

Diversity Commitment

The University of Missouri is fully committed to achieving the goal of a diverse and inclusive academic community of faculty, staff and students. We seek individuals who are committed to this goal and our core campus values of respect, responsibility, discovery and excellence.

Equal Employment Opportunity

Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted in such a manner as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America. For more information, call the Director of Employee and Labor Relations at 573-884-2577.

To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.

EEO IS THE LAW

To read more about Equal Employment Opportunity (EEO) please use the following links:

• EEO is the Law English Version
• EEO is the Law Spanish Version
• EEO is the Law Chinese Version

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