Position Summary The Application Systems Manager is responsible for managing the operational support, maintenance, and development activities for university applications. The position combines managerial responsibilities with in-depth, hands-on technical expertise. The Application Systems Manager provides leadership to the Applications Team, coordinating technical support and end-user support for various enterprise applications. The position works with a team of four App Developers/Specialists and others in IT Services to maintain proper day-to-day functions of assigned applications, and to upgrade, enhance, and/or troubleshoot those applications as needed. The manager works closely with the Director of Project and Application Services to ensure proper planning, coordination, and communication with university partners. Customer service skills and the ability to communicate effectively with all types of customers are critical to the success of this position. Occasional night and weekend oncall support will be expected. Essential Duties & Responsibilities
Manage a team of Application Developers and System Analysts, developing their skills and abilities to meet the needs of the university. Understand the business rules and processes filled by all software applications in fulfilling the university mission. Set and measure performance objectives and provide regular one-on-one feedback to all members of his/her team. Mediate and resolve situations of potential customer dissatisfaction as they relate to the applications used by the university. Assist with definition and delivery of training programs related to the universitys software portfolio. Manage delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users of university applications. Prioritize and distribute all assignments to application group members. Work with customers, developers, and system administrators to understand business requirements related to creating new or modifying existing applications. Conduct code review prior to implementation in production environments. Manage user access/permissions to the Universitys ERP/SIS system.
Assess user needs to provide support and proactive service, including analysis of opportunities in order to take advantage of available tools. Coordinate and oversee staff collaboration with end users to maintain daily operations in the functional areas and troubleshoot and solve software issues. Develop productive relationships with university units to develop and enhance enterprise applications assigned to the Applications Team. Work in project teams to support the upgrade of current systems and implementation of new software. Support change management procedures; create and maintain standards and documentation. Provide weekly status reports to the Director for Project and Application Services on matters related to the Application Team. Perform staff reviews, address disciplinary issues, and participate in hiring process. Perform other duties and responsibilities as required, assigned, or requested.
Required Education and Experience
Bachelors degree in an Information Technology related field. Three or more years of experience in a position performing duties similar to those listed. Experience with development and support of a variety of Microsoft application development tools. Experience developing and supporting mission-critical enterprise wide applications. Demonstrated ability to interpret and translate technical and/or complex concepts into information meaningful to team members and/or business personnel. Experience creating user documentation and providing user training.
Required Knowledge, Skills, and Abilities
Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community. Advanced knowledge of Microsoft Office products. Knowledge of web-