Job Description

Posting number: 27-02725

Department: Information Technology

Job classification: BUSINESS RELATIONSHIP PARTNER

Posting type: Open

Categories: IT and Computers, Business

Summary

Be the Bridge Between Business and Technology at Cary!

The Business Relationship Partner proactively serves as a “trusted advisor”, and functions as a key point of contact for Information Technology (IT) business stakeholders. They promote IT’s vision, value, services, and capabilities. They advocate for business stakeholders to ensure IT services, technology assets, and investments meet their business priorities and needs. The Business Relationship Partner fosters communication and collaboration across departments and with external partners, including vendors and suppliers, in the delivery of IT services and projects that meet organizational goals. They provide extensive customer service by responding to escalated and/or priority issues performing complex research, data analytics and process improvement, and providing thorough and accurate information regarding IT specific services, procedures, resources, and asset management practices.

The Business Relationship Partner must be able to communicate clearly, negotiate, listen, mitigate conflict, build alliances, and achieve desired results using strong interpersonal and diplomacy skills.

Come connect, collaborate, and make an impact!

Examples of duties

Process Improvement & Workflow:

• Collaborate with IT Management team on "Managed Services" contractual commitments, identifying and implementing continuous improvement opportunities;
• Work with ServiceNow Administrator to develop automated workflows that meet service desk, asset management and organizational needs;
• Partner with IT Operations and Services teams on escalation, process improvement, and asset lifecycle changes, including procurement, deployment, and retirement of hardware and software;
• Proactively research and recommend courses of action to prevent problems and maintain high service levels;

Strategic Alignment & Communication:

• Execute a cross-functional prioritization framework to align business strategies with technology solutions and investments across the enterprise;
• Collaborate with IT Managers on stakeholder communications regarding outages, updates, incidents, system rollouts, and equipment refresh cycles;
• Coordinate with IT Project Managers on timing of project requests from non-IT departments or partners, including related asset and licensing needs;

Business Partnership & Advisory:

• Identify and match customer needs with relevant IT products and services, presenting new offerings to optimize operations;
• Advise department representatives on technology choices and recommend operational efficiency improvements, including opportunities to consolidate or reallocate existing IT assets;
• Exhibit thought leadership on industry trends and innovation opportunities, translating business requirements into IT projects or services that deliver future capabilities;
• Establish and maintain positive working relationships with internal staff, business partners, and technology vendors, supporting contract renewals and software license compliance;

Documentation & Training:

• Create and maintain documentation that helps management and users understand IT service desk utilization, asset inventory and license allocation;
• Develop training materials for common issues to reduce escalation;
• Participate in cross-departmental improvement teams, including travel to foster inter-facility relationships;

Performs other job-related tasks as required.

Qualifications

Comprehensive knowledge of personal computers; comprehensive knowledge of technical equipment; comprehensive knowledge of cloud computing principles; knowledge of Microsoft technologies in the enterprise space; ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems; ability to solve problems; ability to manage several projects and priorities; ability to establish and maintain effective working relationships with Town officials, other public officials, employees and contractors; ability to communicate effectively orally and in writing.

Supplemental information

Requires any combination of education and experience equivalent to graduation from an accredited college or university with an associate degree in computer science, information technology, business, communication or a closely related field and the following:

• Considerable professional experience providing customer services and technical support in the IT industry
• 5+ years of experience building relationships and fostering collaboration across teams and departments.
• 4+ years of experience leading and managing projects, including project planning, resource allocation, stakeholder coordination, budget oversight, and successful project delivery.

Preference will be given to candidates with the following experience:

• 4+ years of experience serving as a strategic partner and contributing to strategic planning initiatives.
• 4+ years of experience managing organizational assets throughout their lifecycle, including asset planning, acquisition, inventory management, maintenance, utilization, and replacement strategies.
• 2+ years of experience working in the public safety sector.
• 2+ years of experience working in government, preferably within local government.

Physical Requirements

Work in this class is generally inside and sedentary, however frequent movement and lifting of moderately heavy items is required in the process of moving, installing, and repairing equipment. An employee must have such visual acuity as to be able to read and write handwritten and typewritten material and to install/repair equipment. Work requires looking at a computer screen for long periods of time. An employee in this class must be able to talk and hear in order to be able to respond to the public and other employees.

Special Requirements

• Requires possession of a valid driver’s license with an acceptable driving record.
• Requires drug testing and background check (which may include criminal history check, NC State Bureau of Investigation (SBI) finger printing, motor vehicle records check, education verification and credit history review) and satisfactory reference checks prior to employment.
• Must be eligible for and able to maintain Criminal Justice Information Services (CJIS) access and certification.
• This is a full-time, on-site position.