Senior Information Technology Manager (Workflow and CRM)
Senior Information Technology Manager (Workflow and CRM)
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Job Description
OFFICE OF INFORMATION TECHNOLOGY
Senior Information Technology Manager (Workflow and CRM) ()
Reporting to the Assistant Director of the Application and Integration Services Section the appointee will be an in-house Workflow and CRM expert focusing on enhancing student alumni and staff experiences through customer-centric design personalised engagements and seamless connectivity.This role requires a solid understanding in implementing workflows using ServiceNow and CRM platforms. As a Senior IT Manager you will be instrumental in driving business workflow and CRM adoption ongoing service improvement and ensuring user satisfaction.
Responsibilities:
- Lead in developing and implementing business process workflows CRM strategies and technical solutions to improve service delivery and engagement across the University focusing on students staff and alumni lifecycle management;
- Lead the development and optimisation of the university workflow processes using advanced workflow engines like ServiceNow;
- Act as the subject matter expert overseeing both internal technical staff and external consultants from SI;
- Drive successful delivery by leading both business and technical aspects of projects;
- Ensure user satisfaction through continuous service and process enhancements;
- Engage and manage stakeholders to align workflow and CRM initiatives with the Universitys strategic objectives;
- Collaborate with business users to understand their requirements and translate them into user stories for workflow and CRM platform implementation;
- Identify evaluate and supervise third-party vendors and consultants including contract negotiation and compliance monitoring;
- Provide training and support to staff on workflow process and CRM optimisation promoting the best practices and user adoption; and
- Monitor and report on workflow performance metrics to identify areas for improvement.
Requirements:
- A bachelors degree in information technology Computer Science or a related field. A masters degree is preferred;
- At least 8 years of experience in business process workflow design CRM management and technology integration;
- Proven track record of successful implementations particularly designing and building complex workflows;
- Strong expertise in using ServiceNow with App Engine and CRM solutions;
- Hands-on experience with low-code platforms such as ServiceNow development is highly desirable;
- Strong in Project Management. PMP or PRINCE2 certification is a plus;
- Strong analytical and problem-solving skills with the ability to translate business needs into technical solutions; and
- Excellent communication and interpersonal skills capable of collaborating with stakeholders at all levels.
Shortlisted candidates will be invited to sit for a written test.
The initial appointment will be offered on a fixed-term contract of around three years. Re-appointment thereafter will be subject to performance review mutual agreement and availability of funding.
Salary will be commensurate with qualifications and experience.
Application Procedure:
Applicants are invited to submit their applications at the HKBU e-Recruitment System. Those who are not invited for an interview 4 months after submission of their applications may consider their applications unsuccessful. Details of the Universitys Personal Information Collection Statement can be found athttps:// University reserves the right not to make an appointment for the post advertised and the appointment will be made according to the terms and conditions applicable at the time of offer.
Review of applications is ongoing until the position is filled.
Required Experience:
Manager
Employment Type
Full-Time
