1305 Manager of BearPass Card Operations

POSITION IDENTIFICATION

TITLE Manager of BearPass Card Operations

CLASSIFICATION NUMBER 1305

GRADE 45

CLASSIFICATION Exempt

IMMEDIATE SUPERVISOR Coordinator of Operations and Systems

MAJOR ADMINISTRATOR Chief Information Officer (CIO)

GENERAL FUNCTION

The Manager of BearPass Card Operations manages the University’s one card program.  The Manager of BearPass Card Operations ensures quality customer service for users and departmental customers by responding to user and management requests, coordinating the BearPass Card staff effort, and supervising all BearPass Card services.  The Manager of BearPass Card Operations evaluates and determines opportunities to provide new services, equipment, and technology to better meet the needs of users and departmental customers, provides technical support of the BearPass Card System, and assists the Coordinator of Operations and Systems in the development of long-range plans.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A Bachelor’s degree with an emphasis in business or a computer-related field is required.

Experience: At least two years of experience installing and maintaining an operating system and configuring hardware upgrades on a computer system in a networked environment is required.  At least one year of experience managing people and projects on a day to day basis is required.  Experience installing third party application software is required.  Experience working with a ‘one card system’ with declining balance, security, POS, ID card, and time management is preferred.

Skills: The ability to work cooperatively with a wide range of on-campus and off-campus support providers is required.  Excellent communications skills, both verbal and written, are required. Effective customer services skills are required.  The ability to read and follow technical instructions is required.   The ability to analyze, troubleshoot, diagnose, and resolve computer problems is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Other: The scope of BearPass operations requires the Manager to be available during after-hours to respond to emergency calls regarding BearPass Card operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Facilitates utilization of BearPass Card services by University users and departmental customers by presenting BearPass Card services at new student orientation sessions, assessing user and University department needs, and evaluating and recommending new services, equipment, and features as appropriate.

2. Assures user and departmental satisfaction with BearPass Card services by maintaining contact with users and departments through meeting with departmental customers, conducting satisfaction surveys, responding to questions, concerns, problems, and suggestions, and selecting the appropriate reports for each departmental customer.

3. Serves as system administrator by determining and resolving system problems, maintaining software at the most current software version levels, setting up, configuring, and testing BearPass Card readers, making reader communication connections, assigning and maintaining account resources, issuing and resetting PINS, issuing BearPass Cards, loading applications on the system, monitoring system resources, and coordinating with vendors and internal and external support providers.

4. As directed by the Coordinator of Operations and Systems, assists with bid specifications for equipment, communicates with vendors during bid evaluations, ensures maintenance contracts are secured and renewed in a timely manner, and conducts annual component inventory.

5. Provides for continued growth and improvement of the BearPass Card system by researching system enhancements, assisting in the development of short- and long-range goals for the BearPass Card system (such as special purpose cards) and evaluating progress toward accomplishment of those goals.

6. Helps to ensure the success of the BearPass Card system by managing resources, communicating and promoting the BearPass Card effectively, and planning for future expansion as directed by the Coordinator of Operations and Systems.

7. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

8. Remains competent and current by self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as directed by the Coordinator of Operations and Systems.

9. Helps to assure the success of BearPass Card operations by performing all other duties as assigned.

SUPERVISION

The Manager of BearPass Card Operations is supervised by the Coordinator of Operations and Systems and supervises the BearPass Card Office staff in maintaining an around-the-clock BearPass Card operation.

OFFICE OF HUMAN RESOURCES

REVISED SEPTEMBER 2012

JOB FAMILY 4

Factor 1: Professional Knowledge, Skill, and Technical Mastery

Level 4 - 2300 Points: Knowledge of the principles, concepts, practices, methods and techniques of an administrative, managerial, or professional field such as accounting or auditing, financial management, business administration, human resources, engineering, social sciences, communications, education, law, or medicine. Knowledge permits the employee to complete assignments by applying established methods to recurring types of projects/problems susceptible to well-documented precedents or to schedule, plan, and carry out precedented projects. Alternatively, knowledge at this level might also permit the employee to carry out precedented projects requiring considerable experience in specific areas within higher education. Knowledge at this level is typically acquired through a combination of formal education and/or training and experience that includes a requirement for a college degree in a specific technical or professional specialty along with significant related work experience. Alternatively, equivalent knowledge requirements at this level include a non-technical or general Bachelor's degree requirement with substantial work experience or a non-specific Master's degree requirement with substantial work experience. Knowledge requirements generally also include a significant amount of related work experience and may include administrative or supervisory experience.

Factor 2: Supervisory Responsibility

Level 3 - 270 Points: Supervision of a limited number of (a) operative, administrative support, or paraprofessional employees who do not exercise a full range of supervisory responsibilities over other full-time employees, (b) a very small number of professional employees, or an equivalent combination of (a) and (b). The incumbent performs a full range of supervisory responsibilities including performance reviews of subordinates. The incumbent is generally responsible for training, planning, and directing the work of permanent employees, and provides major input into hiring decisions. Supervisory responsibilities consume moderate amounts of work time and may include general work planning tasks.

Factor 3: Interactions with Others

Level 3 - 250 Points: The purpose of interactions is to advise or counsel others to solve recurring and structured problems, and/or to plan or coordinate work efforts with other employees who are working toward common goals in situations where relationships are generally cooperative. Interactions are moderately structured and routine and may involve employees in different functions, students, and/or the general public. These types of interactions require normal interpersonal skills.

Factor 4: Job Controls and Guidelines

Level 3 - 500 Points: The employee operates under general supervision expressed in terms of program goals and objectives, priorities, and deadlines. Administrative supervision is given through statements of overall program or project objectives and available resources. Administrative guidelines are relatively comprehensive and the employee need only to fill in gaps in interpretation and adapt established methods to perform recurring activities. In unforeseen situations, the employee must interpret inadequate or incomplete guidelines, develop plans, and initiate new methods to complete assignments based on those interpretations. Assignments are normally related in function, but the work requires many different processes and methods applied to an established administrative or professional field. Problems are typically the result of unusual circumstances, variations in approach, or incomplete or conflicting data. The employee must interpret and refine methods to complete assignments. Characteristic jobs at this level may involve directing single-purpose programs or performing complex, but precedented, technical or professional work.

Factor 5: Managerial Responsibility

Level 4 - 1500 Points: Work involves the primary accountability for a smaller department, program, or process. Work activities involve managerial decisions that directly affect the efficiency, costs, reputation, and service quality of the department, program, or process. Work affects a limited range of professional projects or administrative activities of the University. Work activities have a direct and substantial impact on the department. While work activities do have some effect on the efficiency and reputation of the cost center, departments, programs, or processes at this level represent a relatively minor function within the cost center. Employees in jobs at this level may have responsibility for developing budgets, distributing budgeted funds, and exercising the primary control over a relatively small budget.