COMP: 175-180 BASE


You will be responsible for helping to define, manage, and continually improve in-house application management processes for existing business critical applications. This individual will be part of a team that bridges the gap between the business teams, vendors, technology partners and internal teams to operate and maintain key technology platforms. The successful candidate must have a willingness to work across business units, have very strong understanding of enterprise IT service delivery models, and have expert knowledge of SDLC methodologies. Core competencies include strategic roadmap definition and execution, program management, release management, learning agility, expectation and relationship management, problem solving, and strong analytical and communication skills. 

Responsibilities - General

  • Create, champion and implement vision for formal application management processes including identifying, developing and managing policies, procedures, templates and other documentation
  • Serve as a key liaison between business stakeholders and users, technology teams and vendor(s)

Responsibilities - Business-Enablement Roadmap, Planning, Management, and Implementation

  • Drive and partner with business stakeholders to define scope and priorities for application and/or system initiatives (new projects and ongoing maintenance), and ensure understanding of key business objectives to support analysis and solution definition
  • Lead and participate in value stream discussions to identify the current state processes; and elicit, identify, and document potential opportunities for improvements
  • Create and manage full delivery lifecycle project plans, acting in a program management role, from requirements definition, development, testing, UAT, deployment, and hypercare for multiple concurrent initiatives, including tracking forecast vs actual status at the task level
  • Manage multiple concurrent projects and initiatives, partnering with internal teams and vendor(s)—average is ~10 concurrent full SDLC projects
  • Manage and partner with teams and vendors to plan, test, and release technical upgrades and initiatives such as architectural upgrades, server patches, SSO integrations, etc.
  • Plan, facilitate, and manage end user training with business stakeholders for new releases and upgrades where applicable, leveraging vendors and internal business partners where possible

Responsibilities - Incident, Problem, Change, Service Request, and Knowledge Management

  • Utilizing extensive knowledge of formal Incident, Problem, Change, Service Request, and Knowledge Management, work with Director of IT Service Management to transform and adopt enterprise processes for application
  • Act as point of contact for all production incidents, problems, changes, and service requests, working with stakeholders to identify priority, and with in-house technology teams to triage, analyze and solution working in high-volume ticket environment; average 350 concurrent open tickets for application
  • Define and manage production incidents and problem resolution SLAs & OLAs with in-house solution providers by collecting and managing data metrics, communicating defaults, and ensuring credits are provided, where applicable
  • Guide ‘level 2’ application-specific help desk resources, where applicable, including timely responses, resolutions, closure, and creation of knowledge management materials, as well as ensure high-level customer satisfaction rating(s) for support provided. If 3rd party provider, oversee relationship with vendor.
  • Become subject matter expert and create supporting documentation toolkit(s) for application/ system(s) (i.e., logical and technical landscape architecture documentation, integration documentation (APIs, ETLs, SFTPs, flat files)) for use by project teams
  • Maintain audit documentation and comply with all internal and external audit requirements for user access and change management

Required Skills & Experience

  • BS degree in computer science or equivalent experience
  • Minimum 10 years of demonstrated experience and proficiency in program management, roadmap development, and release management
  • Minimum 5 years of demonstrated experience in customer technical support, with a focus on custom-developed in-house solutions
  • Experience installing and leading the adoption of best practice processes, methods, and technologies
  • Distinctive people skills with a proven track record of influencing, driving change, and stakeholder management
  • Superior problem-solving skills, in both ambiguous and tactical situations, and a bias for action
  • Strong organization skills with ability to organize others around you