Position Overview:
The Sr. Manager, Application Support will be responsible for leading the business and IT relationship for support initiatives. The role will serve as a front-end point of contact for the business while coordinating delivery with multiple system support teams.
This role will gather information and requirements for business requests. You will work closely with business stakeholders to coordinate and prioritize these requests, partnering with the system support teams for timely, accurate solution delivery. You will ensure the proper testing, sign off, and compliant implementation occurs.
The role is responsible for driving change quickly where appropriate and ensure processes, application interrelationships and entities are seamlessly integrated with the organization’s broader environment.
Responsibilities:
Collaborates with Business Stakeholders and IT partners to create business, functional and/or technical requirements for both support incidents and small enhancements. Anticipates and identifies the business partners needs and matches solutions and services to facilitate the fulfillment of those needs. Actively seek and apply knowledge gained about the assigned application from colleagues and outside resources to further the business partners experience and enhance business processes. Define application feature scope and objectives based on business needs, user needs and a good understanding of applicable business systems. Liaise with senior management, clients, Business Ops, and IT staff to conduct high level investigative studies to seek effective, feasible, and profitable business solutions. Applies proven communication, analytical and problem-solving skills to help maximize the business value from IT system investments. Ability to identify current problems, planning, design, building, testing, deploying, and updating the application. Identifies and initiates opportunities to support business activities. Partner with Business stakeholders to understand and document business needs, prioritize, and track application change requests and system enhancements. Proactively identifies and prioritizes opportunities for process improvement and creates corrective measures. Utilize own skills and business experience to assess and advise on the practicability of alternatives, assessing technical limitations against operational realities. Work to remove, resolve, and mitigate barriers, issues and risks that slow or prevent the advancement and enhancement of the application. Work closely with other functions in the organization such as Business Operations, Application Development, Account Management, Business Development, Finance, Legal, Sourcing, etc.
Essential Functions:
Essential Job Function
% of Time on Function
Be the business point of contact resolving application/system issues as well as small enhancements
40%
Understand root cause of reported issues and work with the Platform Team (Heroku/Salesforce/Progress/Mulesoft/Java developers) to implement solutions
20%
Work with business partners to prioritize break-fixes and small enhancements
20%
Manage break-fixes and small enhancement requests from requirements development to user acceptance testing.
20%
Total
100%
Job Requirements:
Bachelor's degree in related discipline or equivalent experience required. 10+ years of proven track record of successfully collecting and transforming business needs into actionable plans to develop of new and efficient applications and business processes. Has excellent inter-personal skills and is experienced in managing multiple workstreams at once. Excellent written and oral presentation skills – capable of succinctly conveying complex messages to management. Has a working knowledge of software development lifecycles. Strategic thinker with the ability to deal with complex and ambiguous environments and maintain a business-wide view across a variety work-streams and timeframes. Good knowledge of Company’s Financial and Operating models, including its business processes, the underlying IT that supports it and its organizational structure. Proven record of driving Business Process Improvement. Knowledgeable of Project Management processes and tools to assist with planning and budget management. Outstanding presentation, communication, and facilitation skills. Competency in MS Windows, MS Word, and MS Outlook. Ad-hoc responsibilities as assigned. Ability to communicate ideas in both technical and user-friendly language. Effective at working directly with senior leadership as well as front-line staff. Excellent interpersonal skills with the ability to influence others not under direct supervision. Self-motivated and directed, strong attention to detail, and results driven. Ability to work in a fast-paced, results-oriented climate; across functional areas and multiple locations. Travel as needed.
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range: $122,861.07 - $163,814.76
Annual Bonus Potential: 10%
HomeServe USA is an equal opportunity employer.
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