IT Business Services Manager en City of Englewood

DUTIES AND RESPONSIBILITIES

The listed examples of work are not intended to be all-inclusive.  They may be modified with additions, deletions, or changes as necessary.

REPORTING RELATIONSHIPS

Reports to:

• Director of Information Technology

Direct Reports:

• IT Business Analysts

Essential Duties & Responsibilities

Plans, organizes, maintains, and manages the processes and activities of the IT Business Services Division to support the Mission, Vision, and Values of the City and the Information Technology Department.

• Assists in recruiting, training, and coaching IT Business Analysts, conducts performance reviews, disciplines, and recommends dismissal of staff as necessary.
• Participates in the development of standards and procedures for the IT Business Services Division; ensures staff compliance with policies, procedures, and processes in support of Technology activities in the Division.
• Participates in the development of processes to document business applications, manage and coordinate new implementations and existing applications through the systems life cycle.
• Manages the activities of the IT Business Services staff in planning, implementing, administering, and evaluating Business Applications in the City.
• Tracks IT Business Analysts’ interactions with users to understand, document and improve business processes; reviews/approves staff documentation and analysis; directs staff efforts to partner with end users to improve upon existing business processes within their assigned departments to improve efficiencies and standards of quality.
• Prioritizes work and coordinates activities between City departments and IT Business Analysts; balances IT Business Analysts workloads, allocates tasks; implements deadlines and monitors progress against targets; ensures quality and service standards are met.
• Promotes an environment of learning where IT Business Analysts strive to become experts in the applications they support and to improve standards of service and quality for internal and external users.

Maintains confidentiality of information consistent with applicable federal, state and City policies, rules and regulations.   

• Understands and stays informed on laws and regulations that departments are governed under. 
• Ensures systems/applications are in compliance with security best practice, policies, laws and regulations 
• Collaborates with senior management in confidential matters, policy and/or providing innovative solutions to achieve business goals 

Develops and implements project plans for business application needs, including project objectives, timeframes, training, and resources required from both the Information Technology department and other city departments.   

• Partners with departments/divisions business stakeholders to understand the requirements and business goals. 
• Analyzes business requirements and provides innovative solutions to meet the identified business needs 
• Seeks innovative and creative solutions to complex technical/business problems within a logical, rigorous, and analytical framework 
• Manages project/s following project management standards.  
• Plans and executes integration and acceptance testing 
• Creates system documentation and technical/user training materials. 
• Proactively learns new concepts and technologies in the event analysis of situations that requires an in-depth knowledge of department/division objectives. 
• Improves customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model. 
• Provides support and integration to recurring data transfers between all City departments and any outside companies or government agencies.  
• Coordinates and assists in the recommendation of hardware and software applications.   
• Develops and documents workflows and product requirements. 
• Partners with departments/Divisions to improve and implement automation of business workflows. 

 Provides advice, guidance, support and assistance to end user departments 

• Meets with end users in departments/divisions to understand needs and receive feedback on the functionality of business applications. 
• Develops expertise in departments/divisions business workflows, makes required changes and training to end users and ensures applications meets the needs of stakeholders
• Automates data delivery through the creation of dashboards, reporting and database queried. 
• Identifies options for meeting user needs and recommends purchasing commercial software products and/or coordinates development of software with contractors. 
• Monitors, analyzes, and improves performance of application software. Supports third party application software; interacts with vendors regarding program problems, upgrade schedules and software installations.    
• Evaluates requirements and drives solutions to meet or exceed required functionality.  
• Conducts end user training of enterprise applications. 

 Makes and implements recommendations on requirements and policies 

• Partners with business stakeholders to determine information requirements and priorities.   
• Coordinates and/or leads projects with business stakeholders. (i.e. end users, vendors, management)   
• Evaluates end product and technology to recommend further enhancements as required.  
• Performs cost benefit analysis and makes recommendations for workflow improvements for department/division business operations to ensure assigned functions are efficient and cost effective.    

Coordinates integration of information 

• Partners and supports vendor integrations of information between various computing platforms.  Develops database queries to produce reports, information, and facilitates data transfer between systems.  Coordinates hardware needs and technology improvements for department/division business applications.  
• Interfaces with third party software vendors regarding program problems, upgrade schedules and software installation.   

Champions progress, collaborating with IT Operations Manager and IT Business Analysts to evaluate and improve department project management processes and techniques, including project management procedures and forms; promotes opportunities for project management training and skills development.  

Mentors IT Business Analysts to improve IT project management skills across the Department; serve as an escalation point for issues IT Business Analysts may not be able to resolve on their own; provide broader program management for the Department. 

Must be able to work across multiple operational and technical disciplines enabling organizational growth, innovation, and effectiveness. 

 Some Tasks can include but not limited to 

•  On an annual basis, evaluates the departments/divisions business process and workflows to ensure applications meets the business needs. 
•  Serve as main point of contact between IT, vendors and departments/divisions on assigned projects. Acts as an information source and communicator between business units. 
•  Works across multiple operational and technical disciplines enabling organizational growth, innovation, and effectiveness 
•  Assist with identifying, building, and executing strategic and tactical capabilities linking technology and the business model circled around planning, development, capability design, continuous improvements, communication plans, governance structures and investment prioritization for a large enterprise operation. 
• Documents business process to evaluate, plan and perform enhancements including identifying additional "inter-operable" product functionality and interfaces. 
• Assists staff in problem solving and in performing daily tasks in the use of the supported applications.  Works with users to determine needs and researches software solutions, working with the vendor where appropriate. 
• Bridges the gap between technological solutions to business requirements. Participates in the selection process for new software programs.
• Project Manager or partner with business units for the implementation of new software systems and updates/upgrades to existing applications city-wide.  Coordinates with application vendor and department(s) to facilitate implementation, configuration and go-live. 
• Implements and coordinates project charters and governance for assigned projects 
•  Manages multiple projects in different domains 
• Develops and implements system-based internal control processes and procedures.
• Troubleshoots program and system malfunctions to restore normal functioning. Provides system support for various software programs.  
• Keep IT Leadership informed on status of projects
• Remains informed of current industry development and technologies.
•  Manages Business Services division budget, including software/hardware maintenance costs.
•  Chairs IT Steering Committee.
  
• Performs other duties as assigned and required. 

PREPARATION AND TRAINING

Education: 

Bachelor's Degree required, preferably in Computer Science or Information Systems. Master’s Degree in related field preferred 

Work Experience:      

Five (5) years progressively responsible experience in managing technical staff, preferably business analyst activities, a minimum of three (3) years of experience in project management, preferably managing Information Technology systems or application implementations. Experience within local government preferred.  Experience with managing or engaging in process improvement activities highly desired.

Certifications and/or Licensures: Project Management and Business Analysis preferred

Required Driver’s License:     Valid Colorado driver’s license and a clear or acceptable MVR.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge

Proficiency with all MS Office applications operating systems for desktop and server.  Basic knowledge with current programming methodologies, client/server technologies or cloud computing preferred. 

Skills and Abilities

Skill in understanding and responding to customer needs and ability to provide quality customer service.  Able to analyze, test, document and implement applications.

Strong management skills needed for coordinating tasks and manage day to day activities of staff. Must be able to maintain a team atmosphere with all IT staff.

Good interpersonal skills and habits.  Ability to provide excellent customer service and interact tactfully, professionally, and courteously with vendors and city employees.

Ability to exercise initiative and independent judgement in a positive and constructive way.

Knowledge of application support analysis and application procedures and techniques.

Ability to learn applications at a highly developed level. Knowledge of research techniques, methods, and procedures.

Ability to effectively present information and respond to questions from employees, and vendors.

Must possess excellent verbal and written capabilities. Ability to write reports, business correspondence, and procedure manuals.  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to effectively present information and respond to questions from employees and vendors.

Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times to ensure an understanding of user needs and issues.

Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Ability to analyze and solve complex data processing problems; manage solution projects through completion; operate MS software, and other Windows based programs; work well with diverse people; adapt operational policies and procedures to make automated systems work effectively for end users;

Troubleshoot complex problems associated with equipment and software; interact with all levels of employees to balance conflicting requirements in order to meet the overall goals of the City

Organize activities in order to complete tasks in accordance with priorities; address multiple demands, or meet deadlines; organize tasks and working environment to maximize efficiency;

Focus on tasks which may be routine, complex, or repetitive, without losing concentration or becoming distracted by external activities

Employ and enforce safety practices and procedures; adapt to interruptions, equipment or system failures, unusual demands; read, understand, apply written or oral directions and establishing procedures

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Work is performed in a standard office environment, requiring sitting for extended periods of time, and occasional light lifting (up to 15 lbs.). The job requires visual and physical capabilities to perform work on computers and associated equipment for prolonged periods of time (4-6 hours daily).

BENEFITS

The City of Englewood offers a comprehensive benefits package including but not limited to:

• Medical, Dental, and Vision Plans
• Retirement Plans
• Paid Time Off 
• Paid Sick Leave 
• 12 Paid Holidays 

SALARY RANGE

$96,624-$144,937/Annual Salary

APPLICATION DEADLINE

Position will close on 10/13/2025.