Job details

IT Business Relationship Manager

This position is hybrid/remote. Selected candidate must be able to commute to tribal offices in Oklahoma when needed.

This position is an IT BRM role. The job title at The Chickasaw Nation is IT Tribal and Govt Svcs Account Manager as noted below.

Department: Information Technology

Job Title: IT Tribal and Govt Svcs Account Manager

General Description: Responsible for relationship management and ensuring satisfactory delivery from IT to assigned customer departments. Influencer and assisting the IT Leader for Tribal and Govt. Services in elevating IT’s reputation and level of IT-customer partnerships

Supervision Received: IT Leader (Director) for Tribal and Govt. Services

Supervision Exercised: NA

Job Duties:

Each employee is required to support the mission of the Chickasaw nation upon becoming a member of the Chickasaw Nation team. Our Mission is to enhance the overall quality of life for Chickasaw citizens.

Actively supports the annual Chickasaw Festival through serving on an assigned team and completing assigned duties.

Build, manage and enhance Customer Relationships – via active Advocacy, Communication and Education

Build strong, collaborative relationships with IT’s customers at CN

Act as a bridge between IT and customer departments

Actively advocate in IT for the customer needs and priorities

Actively advocate in the customer departments for IT and the value we can add

Build strong, collaborative relationships with IT service owners

Understand and document specific business objectives, drivers, high-level needs, priorities and dependencies - for each customer initiative. Communicate and explain timely to IT service owners and teams (e.g., Network team, AV team, BA team, Solution Architects, QA team, Project management team and others)

Ensure that timely and effective communication occurs to customer stakeholders related to IT service delivery – project and non-project

Manage expectations suitably of customer stakeholders – on timing vs. scope, resource availability, and cost/financial aspects

Continuously educate customer stakeholders and teams on the IT services, service costs and processes. Also on other major IT priorities, as needed

Continuously seek feedback and track satisfaction of customer stakeholders with services provided

Communicate customer feedback to IT service owners and influence/assist them to improve gaps areas

Engage as asked by the IT Leader for Tribal and Govt. services in assisting the customer leadership for exploring market/vendors and developing business case for their new initiatives

Own ensuring successful Completion of Customer’s IT Project and non-Project Requests

Own a comprehensive IT delivery experience to the customers

Work with and assist IT service owners, project managers/coordinators and IT partners (e.g., Procurement) to ensure that –

project or other service requirements are well understood and documented and agreed by all stakeholders (including customer)
the metrics, status, issues, and changes on each IT effort are being provided on regular basis to all relevant stakeholders

Engage IT Business Analyst team if the initiative needs a detailed deeper dive on business processes and requirements

Conduct initial research for solutions in the market as needed, and work closely with the Architects in IT and Procurement for evaluation, selection and business case creation

For IT-driven core capability initiatives (e.g., Network equipment refreshes, O365 roll-out), work with IT project managers and customer stakeholders to make sure all are aligned on the plans, and understand the relevance and impact of IT changes to customer department’s operations

Act as first level of escalation point for issues with any aspect of service delivery; escalate timely to the IT Leader for Tribal and Govt. Services vertical. Keep the leader informed pro-actively on all initiatives

Understand, Enhance and maintain up-to-date info on Customer Departments – their services, operations and technology landscape

Learn, enhance and maintain documentation on understanding of the customer overall, at department-level and division/sub-department level, including the services they provide to citizens, employees and patrons

Understand the associated business/operational activities for each user group within a department

Understand if/which IT services are being used to complete each business activity, and identify opportunities to add/enhance those to enable business activities be more comprehensive, efficient and timely

Maintain up-to-date info on the Technology landscape in context of their services and related processes Technology landscape (hardware, software, 3rd party partners, monthly /annual spend, contracts, etc.)

Knowledge, Skills and Abilities:

Has two-prong unwavering focus – on customer success & experience, and on IT’s success and image elevation

Has ability and demonstrated track record of building trusted relationships across the organization – with different departments and stakeholders. Has demonstrated knowledge of managing customer expectations effectively

Has experience working in complex, and customer-focused service delivery environment

Has experience of conducting sessions to solicit and build a common understanding of business objectives, drivers, and high-level needs

Experienced in assisting with change (a change agent) involving customer stakeholders and their business processes

Understands typical IT functions and has ability to communicate technology fundamentals to customer/business teams

Understands and has ability to communicate to the technology teams the complexity and critical dependencies on business side for each initiative

Has ability to work with and effectively influence IT teams and peers for timely engagement, decisions and delivery

Has experiencing of researching, engaging with, and identifying candidate 3rd party software’s/vendors for the specific business needs

Communicates up and down the management chain, providing the appropriate message to the audience

Has a growth mindset, a pragmatic approach, a positive attitude, and creative thinking for solving problems, especially with the impacts of current pandemic

Has experience of working with a good degree of latitude, taking ownership and not needing day-to-day task orders

Years of Experience:

7+ years of experience in IT-customer interaction/ relationship management and business analysis – as part of IT or business team

3+ years of experience with application side - support, development, QA, and/or business/technical operations

Knowledge and experience of working with CN departments on Tribal and Govt. side is a big plus

Education:

Bachelor’s degree in Information Systems, business or other related discipline

License/Certifications/Other:

Must be able to pass background check and receive a gaming license from the Chickasaw Nation Office of the Gaming Commission if needed

Must possess a valid driver’s license

Must be able to complete pre-employment drug test with a negative result.

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Health insurance
Life insurance
Paid time off
Parental leave
Vision insurance

Schedule:

Monday to Friday

Travel requirement:

Up to 25% travel

Application Question(s):

Do you experience with multiple IT functions and communicating technology fundamentals including IT Service Management (ITSM) with ease to customer/business teams?
Do you have experience of researching 3rd party softwares/vendors for the specific business needs?
Do you have experience with understanding and communicating the total cost/ROI/TCO for a technology solution?
Do you have 3+ years of experience with application software side - support, QA, business/technical operations, or development?
Do you have 7+ years of experience in IT-customer interaction/ relationship management and business analysis (key business objectives/challenges/requirements)?

Education: