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The Application Support Manager is a member of the Application Development & Support team and will be responsible for ensuring that support for enterprise applications is performed consistently and in a timely manner.
The person in this role will partner with internal business groups (HR, Finance and Accounting, Sales, Operations) and IT (Infrastructure, Security, Development) on day-to-day support issues as well as upgrades / release support.
Along with the VP of Application Development & Support this role will be responsible for developing and maintaining standards and policies for application support operations.
Responsibilities Include :
- Manage the team and delivery of application support for enterprise applications.
- Partner with external developers and internal program managers to implement production changes for Salesforce, NetSuite, Great Plains, and business intelligence reporting platforms.
- Support the implementation of new technologies across the enterprise to streamline business processes.
- Continually analyze and verify the structure, accuracy, and quality of the support model.
- Plan and implement application support team structure and processes to provide coverage and redundancy across the team, with focus on clear ownership for resolution and / or configuration changes.
- Ensure proper documentation is in place to drive best practice and standards across all enterprise applications.
- Collaborate with Development, Integration, and BI teams to understand application environment and to prepare support teams for changes or enhancements.
Qualifications :
Bachelor’s Degree from a four-year college or university in Computer Science, Information Technology, or related field with 5 years of related work experience;
or eight years of related work experience.
- 3+ years of experience working as an application support manager or team lead.
- Experience managing software releases in GitHub / Azure DevOps.
- Experience implementing DevOps practices.
- Experience with technical writing and formal documentation.
- Experience working in Agile development environments.
- Critical thinker and problem solver who can make decisions and effect change throughout the organization.
- Strong organizational, interpersonal, and administrative skills with a high degree of professionalism.
- Excellent troubleshooting skills.
- Solid technical background with an ability to give instructions to a non-technical audience.
- Experience managing and working with outside IT vendors and partners.
11 hours ago
