Customer Support Manager

Join Our Team and Make a Difference in Higher Education!At the System Administration office at the University of Colorado, we are dedicated to building a workplace where everyone feels valued, supported, and empowered to thrive. Our office is committed to fostering a culture where employees find community, a sense of belonging, and the opportunity to contribute meaningfully to our mission and purpose. By joining our team, you'll have a direct impact on shaping the future of higher education. In addition to the Office of the Board of Regents, the University of Colorado's system administration includes 19 units that provide essential services to CU's campuses in Aurora, Boulder, Colorado Springs, and Denver, as well as the Office of the President. While not a part of any one campus, we are proud to serve in the centralized office for the University system. Together, we ensure CU continues to deliver outstanding education, groundbreaking research, and valuable service to our communities. We believe in creating an environment where the unique experiences and perspectives of everyone are embraced, enriching the work we do and the strategic outcomes we pursue. If you're passionate about making a difference, contributing to a dynamic team, and supporting a mission that matters, we encourage you to apply and be part of our journey.Learn more about CU System Administration.Description of JobDuties and Responsibilities:Primary Responsibilities:Directly responsible for management of one (1) Senior HR Business System Analyst to include: assigning and scheduling tasks, establishing work standards, monitoring progress and workflow, and checking final work product.Manages the life cycle of all on-going functional enhancements within the HCM Core modules to include: business analysis, writing functional design specifications, completing unit testing, arranging system integrated testing/user acceptance testing, outlining training requirements, system documentation and communication, and coordinating promotion to the production system.Gathers and analyzes business requirements and develops enhancements to achieve best outcomes.Collaborates with Employee Services personnel and Campus Leads to ensure the system is subscribing to upcoming maintenance requirements, regulatory updates, Peoplesoft Update Manager (PUM) application releases, and setting the vision for the application roadmap as it pertains to the HCM core modules.Determines and analyzes current system processes and designs functional documents.Performs system analysis, program specification, systems development, system configuration, and support during planned and unplanned maintenance windows.Influences key technical decisions such as standards, policies, and environment selection, architecture, and data flows.Partners with UIS technical development staff to ensure business requirements and user stories are consumable by the technical development team.Manages small to medium sized projects with cross functional and technical teams (i.e. fiscal year end needs).Collaborates with architectural and quality assurance teams and achieves all quality deliverables.Performs research and develops new processes and applications for new and present systems.Manages and provides support to critical business application systems.Creates and administers test cases and scripts.Secondary Responsibilities:Follows all change & release procedures and participates in change management at the system and campus layer.Facilitates and participates in meetings with key stakeholders alongside Employee Services staff to develop project scope and requirements and document for technical development.Participates in the Higher Education community and with other Higher Education institutions to share knowledge and ensure CU is subscribing to industry trends and best practices.Ensures cross-training of all business processes and functional setup of the module is dispersed to the HR IT Services Team, Employee Services, and UIS Technical staff through proper documentation and communication to establish and meet agreed upon service level agreements.Works with technical staff to develop coding/configuration guidelines/governance and project documentation.Provides end user support and communicate best practicesTroubleshoots and analyzes Data and Application Issues within the HCM System, in particular core HCM functionalityManages process improvement initiatives for the HCM module.Oversees all vendor management needs of the module.Designs complicated custom applications and interfaces.Applications/Services/ToolsApplications Managed: PeopleSoft HCMServices Managed: HCM Core Manage Hires integrations TrainingTools Utilized: MS Office Professional Plus Visio Teams Snagit Snipping Tool Oracle PeopleSoft Application Designer PeopleSoft HCM Beyond Compare UltraEdit Cherwell TeamDynamix Phire Toad SQL DeveloperMinimum Qualifications, Substitutions, Conditions of Employment & Appeal RightsMinimum Qualifications:Bachelor's degree from an accredited institution of higher education, or equivalent professional experience (professional experience may be substituted for the educational requirement on a year-for-year basis)Five (5) years' professional experience supporting and managing a PeopleSoft application, which includes the following:Mining data using a tool such as PS Query, TOAD or SQL DeveloperUtilizing PeopleSoft QueryHR Core Base Table ConfigurationComplex processes and system requirement documentationSystem upgrades and adoption cyclesWriting test plans and testing softwareVendor managementPreferred Qualifications:Bachelor's degree from an accredited institution of higher education in Computer Science, computer management and information systems (CMIS), or other related areaSeven (7) years' professional experience supporting and managing a human resources Peoplesoft application, as indicated above, which may also include:PeopleSoft upgrades and PUM/Selective adoption cyclesOne (1) year of experience in a team lead or supervisory role, which may include assigning and reviewing the work of others, providing guidance to internal and external team members, and/or assisting management with performance reviews (this requirement may be substituted by formal leadership training)Experience with one or more of the following:Working with human resources processes and programsPeopleSoft upgrades and PUM/Selective adoption cyclesPeopleTools Testing Framework (PTF)PeopleTools version 8.61+PeopleSoft HCM application version 9.2Knowledge, Skills, and Abilities:Knowledge of HR processes, systems, and best practicesKnowledge and full understanding of software development lifecycle (SDLC)Knowledge and full understanding of software testing methodologies and best practicesKnowledge and general understanding of the project management lifecycleKnowledge of PeopleTools configuration; Approval Workflow Engine, Template Based Transactions, Profile Management, Related Content, etc.Knowledge of higher education business processesAnalytical and problem-solving skills, including the ability to examine and summarize data and trends in order to resolve issues and produce resultsOral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearlyCustomer service skills, including the ability to actively listen, address customer needs, defuse tense situations, and maintain an open, flexible, and friendly demeanorEmployee management, supervision, and team building skills, including the ability to train and coach others, communicate effectively, manage conflict, reward good behavior, and establish and maintain accountabilityAbility to multi-task in carrying out several testing projects at a timeAbility to interact positively, clearly, and professionally with customers, peers and upper managementAbility to work independently, as well as part of a cross-functional teamSupplemental InformationHow to Apply:For full consideration, please attach the following as separate documents to your application at :A cover letter identifying the job specific minimum qualifications you possess and