Enterprise E-Procurement Support Manager

State of Vermont; Montpelier, Northern (VT, KY); Hybrid; USD 52,000 - 82,000; Full time

Benefits offered by this job

Healthcare benefits

Paid holidays

Pension plan

Wellness program

Job summary

State of Vermont, Department of Buildings and General Services, is seeking a VTBuys Customer Support Manager to lead the statewide customer support team for VTBuys, Vermont's enterprise eProcurement system. This role oversees daily operations, prioritizes work, and coordinates escalations to deliver accurate and consistent support to thousands of state employees and suppliers.

As a subject matter expert, you will collaborate with the VTBuys Admin, ADS, DFM, and partner teams to investigate

Qualifications

• Five (5) or more years of experience in accounting, auditing, business or program administration, including experience supervising, managing, or leading a team.
• Associate’s degree or higher in accounting, business, or public administration.
• Experience working with VTBuys/Ivalua.
• Experience in a call center or help desk environment.
• Experience in one or more areas: Enterprise software, eProcurement, ERP, financial systems; VTBuys/Ivalua, VISION/PeopleSoft; Procurement, contracting, accounts payable, etc.; Customer support/help desk operations; Leading, coaching, training staff; Troubleshooting, root-cause analysis; User administration, workflows, UAT.

Responsibilities

• Lead day-to-day operations of statewide customer support team for VTBuys.
• Set daily priorities, coordinate workloads and escalations.
• Monitor service levels and coach staff.
• Investigate issues and improve VTBuys customer experience.
• Coordinate with stakeholders including ADS, DFM, and vendors.
• Participate in User Acceptance Testing and system enhancements.
• Provide backup to VTBuys Business System Administrator.

Skills

Team leadership

Analytical thinking

Problem solving

Procurement systems

VTBuys/Ivalua knowledge

Customer support

Workflow troubleshooting

User administration

Education

Associate’s degree or higher in accounting, business, or public administration.

Job description

State of Vermont, Department of Buildings and General Services, is seeking a VTBuys Customer Support Manager to lead the statewide customer support team for VTBuys, Vermont's enterprise eProcurement system. This role oversees daily operations, prioritizes work, and coordinates escalations to deliver accurate and consistent support to thousands of state employees and suppliers.

As a subject matter expert, you will collaborate with the VTBuys Admin, ADS, DFM, and partner teams to investigate