Title:  VTBuys Customer Support Manager (State Promotional)

Overview

Are you someone who enjoys solving complex problems, helping people, improving processes, and figuring out how all the pieces of a system fit together?

The Department of Buildings and General Services (BGS), Office of Purchasing and Contracting, is seeking a VTBuys Customer Support Manager to lead the day-to-day operations of the statewide customer support team for VTBuys, Vermont's enterprise eProcurement system.

This is not a traditional help desk role. VTBuys supports procurement and financial business processes across State government, and the questions that reach our team can involve everything from purchasing, contracts and invoices to system workflows, security, financial integrations, and complex transactional issues. The Customer Support Manager helps the team connect those dots.

In this role, you will provide operational leadership to a team of Customer Support Specialists, establish daily priorities, coordinate workloads and escalations, monitor service levels, coach and develop staff, and help ensure thousands of State employees, suppliers, and external partners receive accurate and consistent support.

You'll also serve as a key VTBuys subject matter expert and work closely with the VTBuys Business System Administrator, Office of Purchasing and Contracting, Agency of Digital Services (ADS), Department of Finance and Management (DFM), State agencies, and technical partners to investigate issues and continually improve the VTBuys customer experience.

A significant part of the role is turning what we learn from customer support into improvements. You'll identify recurring issues and trends, help develop better processes and procedures, contribute to system enhancements, coordinate and participate in User Acceptance Testing (UAT), validate system changes, and ensure the support team and our customers are prepared for new functionality and releases.

The position also performs advanced functional system administration activities, including user and security administration, role assignments, workflow and access troubleshooting, system testing, report validation, and production support. The Customer Support Manager serves as the designated backup to the VTBuys Business System Administrator, providing an excellent opportunity for someone interested in expanding their enterprise system administration and technical skills.

Success in this position requires an unusual blend of customer service, leadership, analytical thinking, business process knowledge, and technical curiosity. You don't need to walk in knowing every corner of VTBuys, but you should enjoy learning complex systems, investigating why something isn't working, translating technical information into language customers can understand, and helping others become better at what they do.

If you like solving puzzles, developing people, improving how work gets done, and working at the intersection of procurement, finance, customer service, and technology, we'd love to hear from you.

Who May Apply

This position, VTBuys Customer Support Manager (State Promotional) (Job Requisition #55759), is listed as a STATE PROMOTIONAL ONLY posting. Only current State of Vermont employees who have successfully completed an original probationary period OR non-State employees eligible for veteran's preference are eligible to apply for this position. Your application will not be considered if you do not meet one of these requirements.
If you would like more information about this position, please contact Kristen.Elliott@vermont.gov.
Resumes will not be accepted via e-mail. You must apply online to be considered.

Environmental Factors

Duties are performed in a professional office environment involving considerable interaction with financial, contracting and procurement staff across state government. An Incumbent can expect the pressure of frequent deadlines and pressure from constantly shifting priorities. The VTBuys Customer Support Manager encounters operational problems, competing priorities and tight deadlines on a daily basis.

Minimum Qualifications

Five (5) or more years of experience in accounting, auditing, business or program administration, including experience supervising, managing, or leading a team.

Preferred Qualifications

Associate’s degree or higher in accounting, business, or public administration.

Experience working with VTBuys/Ivalua.

Experience in a call center or help desk environment.

We're particularly interested in candidates who bring experience in one or more of the following areas:

• Enterprise software, eProcurement, ERP, financial systems, or other complex business applications.
• VTBuys/Ivalua, VISION/PeopleSoft, or similar enterprise systems.
• Procurement, contracting, purchasing, accounts payable, accounting, or business office operations.
• Customer support, application support, service desk, or help desk operations.
• Leading, coaching, training, or developing staff.
• Troubleshooting complex business or technical issues and performing root-cause analysis.
• User administration, application security, workflows, system testing, or User Acceptance Testing (UAT).

Total Compensation

As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including:

•     80% State paid medical premium and a dental plan at no cost for employees and their families
•     Work/Life balance: 12 paid holidays each year and a generous leave plan
•     State Paid Family and Medical Leave Insurance (FMLI)
•     Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
•     Tuition Reimbursement
•     Flexible spending healthcare and childcare reimbursement accounts
•     Low cost group life insurance
•     Incentive-based Wellness Program
•     Qualified Employer for Public Service Student Loan Forgiveness Program

Want the specifics? Explore the Benefits of State Employment on our website.

Equal Opportunity Employer

The State of Vermont celebrates diversity, and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, membership in an employee organization, family medical history or genetic information, or family or parental status. The State’s employment decisions are merit-based. Retaliatory adverse employment actions by the State are forbidden.