The IT Business Support Manager is a tactical, technical advocate for the business and will act as the technical liaison between the business functions and the information technology (IT) teams. By applying expertise in technology, business processes, and general business knowledge, they will promote a culture of superior client service, flawless service delivery, and adoption of enterprise IT standards.
Daily interaction with Business and IT leaders; this role will have a clear understanding of both Business and IT strategy, enterprise IT standards, projects, current issues, and future demand and prioritization. In addition, this role will work closely with business leadership to understand current and future business capabilities, help to surface and shape demand for IT services, help to prioritize business demand, and ensure business value is realized from the services IT provides.
Build and manage trusted relationships with key client representatives to identify and prioritize opportunities that effectively enable business objectives through technology solutions.
Develop a deep understanding of key business drivers and processes; communicate those business drivers and processes within IT
Assist business leaders in articulating technology needs and requirements that enable and enhance business performance, collaborating to align with IT standards
Serve as a central point of contact to the business, assisting with navigation and triage of IT questions, helping to break down barriers, and managing escalations.
Advocate for and work to align business and IT requirements, standards, and processes
Partner with IT teams to ensure that quality solutions are delivered efficiently and consistently, and issues resolved satisfactorily.
Identify and pursue opportunities for IT to better support the business and promote IT as a trusted delivery partner.
Proactively identify business impacting technical issues, leading collaboration to resolution
Effectively communicate and manage realistic expectations with business partners
Collaborate on IT process improvement efforts, with a business-impact perspective
Collaborate and coordinate with Business Development, Finance, Vendor Management, and other business and IT departments on due diligence, business terms, and other requirements for affiliates, mergers, acquisitions, joint ventures, divestitures, and other related business partnerships
Monitor and report on performance; measure customer satisfaction and on-going improvement efforts.
Bachelors degree in business or technology field or an equivalent combination of experience, education and training
6+ years IT or business experience
3+ years of demonstrated experience in IT support services
Demonstrated business acumen with a deep understanding of the business processes, technology services, and their relationships
Excellent written and verbal communication skills, including with executive-level business & technology partners and presentations
Strong collaboration, facilitation, negotiation and problem-solving skills
Demonstrated ability to facilitate problem-solving among groups with varying needs and priorities; effectively lead without direct authority
Excellent analytical skills
Ability to independently multi-task and prioritize work
Ability to appropriately handle sensitive and confidential business information
Advanced Degree preferred
Client relationship management experience and the ability to proactively manage customer expectations.
Ability to explain technical concepts in non-technical language.
Experience with Finance, Vendor Management, and Contracts
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, ...Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.