Business Relationship Specialist

at  The Ohio State University

The Business Relationship Specialist will be directly responsible for the development of partnerships between the OARnet team, service providers and our clients to consistently deliver an outstanding customer experience that exceeds expectations and creates positive, long-lasting relationships. OARnet maintains and delivers services across the state’s 5,500-mile fiber-optic network backbone to support the connectivity relied upon every day by Ohio’s higher education, K-12 education, state and local government, public broadcasting, health care and research communities.

Responsibilities of the position include:

• Consulting with the client’s management team on their business and public safety requirements, to analyze client’s requirements and to develop complex value-added service offerings based on OARnet’s service portfolio.
• Actively seeking new opportunities and developing strategies to create new business solutions and recommendations.
• Delivering an outstanding client experience that exceeds expectations and creates a positive view of OARnet’s technology solutions. Monitoring client satisfaction through personal interaction and client surveys.
• Conducting on-site and virtual site visits such as state and local government meetings, 911 emergency services meetings, and public broadcast meetings.
• Responsible for maintaining existing clients and for the recruitment and development of new clients through various meetings and current relationships.
• Serving as the project manager between clients and OARnet engineering and service providers to gather functional requirements and translate into technical requirements to ensure that all parties have a thorough understanding of their roles and responsibilities and to ensure the services are delivered in accordance with the client’s expectations.
• Responsible for attending conferences and seminars to identify emerging trends in technology solutions that would be beneficial to meeting our client’s future technology needs and new OARnet products and services offerings. These solutions may include networking, virtualization and cloud computing, which are designed to promote new opportunities for clients to improve the cost-effective and efficient delivery of technology solutions.
• The position requires exceptional communication skills in managing meetings and developing presentations for all levels of our client’s management teams, from strategic planning to day-to-day operations and project management.
• During planned or emergency outages, responsible for ensuring the customer is updated and is in contact with the appropriate OARnet staff.
• Attending and assisting with the planning, support and presentations for various associated local, state and national meetings. Recruit clients to participate in various meetings and panels.
• Soliciting success stories to share with the community.
• In addition to the standard technology solutions responsibilities, the business relationship specialist may be dedicated to the development and operation of the VMware program, a shared service designed to promote the virtualization of hardware through software to reduce the cost of equipment and reduce the carbon footprint for our clients.

OARnet, along with the Ohio Supercomputer Center and OhioLINK, is part of the Ohio Technology Consortium (OH-TECH), the technology and information division of the Ohio Department of Higher Education (ODHE). OH-TECH provides high-tech solutions for Ohio’s institutions to catalyze innovation in the modern knowledge economy. OH-TECH is a welcoming and inclusive environment.
Because The Ohio State University serves as OH-TECH’s fiscal and legal agent, OH-TECH staff enjoy the same benefits as other Ohio State employees, including participation in the Ohio Public Employees Retirement System (OPERS), the Ohio State Health Plan, employee wellness and work-life balance programs, educational benefits, discount programs and more.

Required Education/Experience:

• Bachelor’s degree in business, computer information science or related field, or an equivalent combination of education and experience.
• 2 years of experience in the development of technical solutions for clients in networking, internet, cloud and/or virtualization.
• Demonstrated experience in the development of strong client relationships to support the marketing of technology solutions.

Desired Education/Experience:

• 4 years of experience working in a technical or engineering environment in the development of technical solutions for customers in networking, internet, cloud and/or virtualization.
• 4 years in telecommunication sales and support with the demonstrated ability to build and maintain a customer relationship and promote an environment of development for the marketing of technology solutions to meet the needs of their business.
• Experience with ServiceNow or other ITIL platform.

Function: Information Technology
Subfunction: IT Relationship Management
Career Band: Individual Contributor - Specialized
Career Level: S2
Regular 40 First Shif

• Consulting with the client’s management team on their business and public safety requirements, to analyze client’s requirements and to develop complex value-added service offerings based on OARnet’s service portfolio.
• Actively seeking new opportunities and developing strategies to create new business solutions and recommendations.
• Delivering an outstanding client experience that exceeds expectations and creates a positive view of OARnet’s technology solutions. Monitoring client satisfaction through personal interaction and client surveys.
• Conducting on-site and virtual site visits such as state and local government meetings, 911 emergency services meetings, and public broadcast meetings.
• Responsible for maintaining existing clients and for the recruitment and development of new clients through various meetings and current relationships.
• Serving as the project manager between clients and OARnet engineering and service providers to gather functional requirements and translate into technical requirements to ensure that all parties have a thorough understanding of their roles and responsibilities and to ensure the services are delivered in accordance with the client’s expectations.
• Responsible for attending conferences and seminars to identify emerging trends in technology solutions that would be beneficial to meeting our client’s future technology needs and new OARnet products and services offerings. These solutions may include networking, virtualization and cloud computing, which are designed to promote new opportunities for clients to improve the cost-effective and efficient delivery of technology solutions.
• The position requires exceptional communication skills in managing meetings and developing presentations for all levels of our client’s management teams, from strategic planning to day-to-day operations and project management.
• During planned or emergency outages, responsible for ensuring the customer is updated and is in contact with the appropriate OARnet staff.
• Attending and assisting with the planning, support and presentations for various associated local, state and national meetings. Recruit clients to participate in various meetings and panels.
• Soliciting success stories to share with the community.
• In addition to the standard technology solutions responsibilities, the business relationship specialist may be dedicated to the development and operation of the VMware program, a shared service designed to promote the virtualization of hardware through software to reduce the cost of equipment and reduce the carbon footprint for our clients