"IT GOVERNANCE COORDINATOR-ENT"

Job Description

The University of Alabama at Birmingham (UAB) is seeking an IT Governance Coordinator-ENT to draft reports for program/project managers that includes area's schedule, tasks, deliverables, and budget. To provide assistance to program/project managers to ensure projects are carried out according to plan. To resolve project issues with appropriate personnel. This position will commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA) and Family Education Rights and Privacy Act (FERPA), on an annual basis.

This position will also be responsible for independently managing the governance ticket queue and overseeing the review and approval process, ensuring all requirements and steps are completed according to ticket information and data classification. Escalates tickets when necessary for higher review. Works closely with leadership to maintain standard operating procedures and meet SLA's. Communicates with internal and external customers to gather information and user requirements through various channels to ensure proper review process is followed. May work with project managers to gather implementation requirements.

Responsibilities:

• Serves as primary responsible party in managing the governance ticket queue. Reviews tickets to verify all required information is provided. Coordinates and facilitates the governance approval process according to data classifications, meeting SLAs accordingly. Assigns tasks to designated work groups to ensure all required review steps are completed. Provides updates to customers through ticketing queue. Escalates tickets as needed for higher review or input from leadership.
• Conducts interviews or meetings with customers and stakeholders to gather user requirements through use cases, surveys, questionnaires, or similar method to have a full understanding of systems or technology being requested. Conduct additional research as needed on requested systems or applications for further information gathering and understanding.
• Facilitates communication or meetings between IT Governance team and stakeholders as needed. Serves as customer liaison for ensuring they remain informed on ticket status.
• Works with team leadership to manage the maintenance and upkeep of standard operating procedures. Reviews, research, and analyzes existing processes to suggests process improvements to ensure customer satisfaction.
• Collaborates with project managers, project sponsors, functional teams and vendors to determine project scope and vision for approved system implementations as needed.
• Performs other duties as assigned.

Qualifications:

Associate's degree in Information Systems or a related field and three (3) years of related experience required. Work experience may substitute for education requirement.

Knowledge, Skills, and Abilities:

• Ability to follow established processes and procedures.
• Ability to communicate with various levels of stakeholders.
• Strong written and verbal communication skills.
• Keen attention to detail.
• Ability to use independent judgment to determine next steps and act according to guidelines.
• Ability to exercise interpersonal skills and establish/maintain relationships.
• Ability to manage multiple tasks or projects and keep them moving accordingly.
• Ability to retain information and reapply the knowledge in similar circumstances in the future.
• Ability to conduct research for better understanding.

The ideal candidate should have proven experience following established processes and procedures to ensure outcomes are met. Familiarity with meeting set key performance indicators or service level standards. Experience in IT or understanding technical systems/lingo preferred. Requirements gathering and/or ticketing system experience is a plus.