Job Description

Opportunity at a Glance

The Manager of Business Systems at Chamberlain University is first and foremost a working manager role. This position leads a frontline support team responsible for resolving technical service requests for our core platforms (ELMS and Complio), in addition to work on projects and interdepartmental initiatives as assigned. The majority of the successful candidate's time in role will be spent on direct people management, including coaching, scheduling, and performance monitoring, in addition to time spent "in the queue" resolving tickets alongside the team. A strong candidate will be an experienced supervisor who thrives in a high-volume, fast-paced environment and is excited to have a hands-on role in technical troubleshooting and platform maintenance..

Key Responsibilities

Leadership & Team Management

• Daily Queue Supervision: Lead and support a team of Business Systems Coordinators to ensure daily ticket volume is managed and performance targets are met.
• Performance Accountability: Monitor key metrics, including response times, resolution rates, and ticket accuracy; take corrective action when targets are missed.
• Direct Coaching: Conduct regular 1-on-1s and performance evaluations focused on technical proficiency and customer service quality.
• Workflow Optimization: Develop and refine the "how-to" processes, documentation, and best practices for resolving ELMS and Complio issues.
• Escalation Management: Step into the queue to personally resolve complex technical concerns and high-priority tickets.
• Staffing & Onboarding: Manage hiring, scheduling, and training to ensure the support desk is consistently staffed and analysts are proficient in platform tools.
• Operational Culture: Promote a culture of care, reliability and accountability, ensuring every team member understands their daily production requirements.

Systems Administration & Functional Support

• Functional Configuration: Serve as a primary point of contact for functional system updates, ensuring settings and configurations meet the immediate needs of the business.
• User Requirement Gathering: Partner with stakeholders to identify pain points in the current system and document specific functional requirements for enhancements.
• Vendor Coordination: Act a liaison with platform vendors to report bugs, follow up on fixes, and understand upcoming feature releases.

Application & Platform Oversight

• Hands-on Resolution: Personally resolve service requests, corrective actions, and configuration updates within the platforms we serve.
• Issue Troubleshooting: Research and replicate reported system errors; provide detailed findings to the internal development teams or external vendor support staff for permanent resolution.
• Data Maintenance: Perform regular audits and manual data corrections to maintain accuracy and consistency across systems and reports.
• System Testing: Participate in User Acceptance Testing (UAT) for new platform updates or patches before they are rolled out to the team.

Reporting, Training & Communication

• Documentation: Draft and maintain standard operating procedures (SOPs) and training materials for the team and end-users.
• Change Communication: Ensure system updates or process changes are clearly explained to the team so they can support users effectively.
• Status Reporting: Provide regular updates to leadership on ticket trends, common system issues, and team production levels.

Additional Requirements

• Travel up to 10%
• Perform other duties as assigned
• Comply with all organizational policies, procedures, and standards

Qualifications

• Bachelor’s degree or equivalent relevant industry experience
• Master’s degree in a related field Preferred
• Minimum of 5 years of leadership experience overseeing multiple functions
• Proven experience managing large-scale projects , including the design, documentation, and implementation of complex operational processes and procedures
• Strong ability to lead, motivate, and develop staff in a fast‑paced, high‑pressure environment
• Excellent analytical, project management, problem solving and organizational skills , particularly in business process improvement, systems optimization, and change management
• Ability to effectively communicate technical concepts to non-technical audiences
• Strong written, verbal, and interpersonal communication skills
• Demonstrated ability to foster collaboration across diverse stakeholders, including students, faculty, leadership, system developers, and staff
• Proven adaptability and versatility in leadership style, with the ability to guide teams through change

Additional Information

_In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $70,696.34 and $85,000.00. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Covista offers a robust suite of benefits including:_

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Covista’s Flexible Time Off (FTO) Policy
• _12 Paid Holidays

For more information related to our benefits please visit:
https://careers.covista.com/benefits

You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance._

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation