Job descriptionJob Description
Opportunity at a GlanceThis role provides strategic leadership, direction, and coordination for a team of Systems Analysts supporting enterprise systems. The leader will deliver hands-on systems leadership to drive business system enhancements, process improvements, and operational excellence across Covista institutions and companies.
Key ResponsibilitiesLeadership & Team Management- Lead, coach, and support customer service team members to achieve performance and quality goals
- Monitor team metrics including response time, resolution rates, and customer satisfaction (CSAT)
- Provide regular feedback, training, and performance evaluations
- Develop and refine customer service processes, workflows, and best practices
- Manage escalated customer concerns with professionalism and accountability
- Collaborate cross-functionally with Operations, Product, and Leadership teams to drive improvements
- Ensure compliance with company policies, service standards, and regulatory guidelines
- Support hiring, onboarding, and ongoing development of customer service staff
- Establish clear expectations, service standards, and performance metrics, ensuring staff understand their roles, responsibilities, and accountabilities
- Promote a culture of collaboration, accountability, and continuous improvement
Systems Strategy & Alignment- Ensure key business systems align with current business processes and evolving organizational needs
- Serve as the primary liaison with institutional partners for system configuration and functional enhancements
- Partner with business stakeholders and IT to gather requirements and translate them into system development specifications for enhancements and process changes
Application & Platform Oversight- Lead planning and execution of service requests, upgrades, corrective actions, and optimization efforts for enterprise technologies
- Research reported issues within systems and translate findings into system enhancements as needed
- Maintain data integrity, accuracy, and consistency across all functional system reporting
Reporting, Training & Communication- Coordinate the development of training materials for new or updated business processes and system workflows
- Ensure system changes are clearly communicated and supported through effective training and documentation
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 $100,000.00. 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.
