Responsible for enhancements, configuration, and implementation along with the daily administrative support of vendor hosted applications. Provide hands-on technical support and enhancements of the application along with knowledge transfer and guidance to other team members. Must understand the needs of the business and be able to manage those needs and requirements in support of multiple business groups' user administration, system configuration and enhancement requests. Works on the most complex projects.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Design, implement, and deliver complex configurations for users
Actively and independently acquire knowledge of new configuration technologies in areas such as mobile, video, second screen, social media and other niches
Collaborate with project /development teams to ensure quality function, features and user experience
Test configurations to ensure proper and efficient execution and adherence to business and technical requirements
Ensure alignment between the business operational strategies and technical solutions
Review business enhancement requests, requirements, interdependencies, potential risks, user stories, business process descriptions, use cases, user stories, wireframes, and workflow analysis
Provide level of effort and estimates for enhancement requests
Manages multiple enhancement initiatives and ongoing daily support for vendor hosted applications
Analyze application related problems, coordinating with multiple in-house and vendor teams to diagnose and resolve incidents and problems for the production application in accordance with identified Service Level Agreements
Mentor and share knowledge with other team members as well as consulting, advising and training on specialized features and functions including preparing and maintaining functional and technical documentation
Participate in continuous performance improvement sessions to review and discuss opportunities to improve processes, standards and application efficiencies
Engaging/working with vendor on application outage escalations, application upgrade support, application performance and support case monitoring.
Assist with Monthly Operational Reporting to Senior Management - Support Cases Closed, Status on Project Initiatives.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to identify measures or indicators of application performance and the actions needed to improve or correct application performance.
Ability to deal with ambiguity, uncertainty, and incomplete information when evaluating alternatives and making recommendations.
Ability to work seamlessly within a team as well as manage individual tasks.
Creative and abstract thinking skills to envision and design innovative solutions to business opportunities and challenges.
Proven ability to work independently; designing, developing and deploying solutions, and to deliver projects on time.
Ability to listen and evaluate all opinions without bias, and contribute to a common culture of excellence.
Extensive technical knowledge of Information Technology field and computer systems.
Strong communication skills (written, interpersonal, presentation), with the ability to easily and effectively interact and negotiate with business stakeholders.
Strong ability to pick up complex concepts and processes quickly.
Proven leadership abilities including ability to share knowledge, resolve conflict and create consensus.
Demonstrated ability to take the lead on the most complex projects.
Knowledge of development methodologies
Ability to deliver against several initiatives simultaneously
Excellent analytical and troubleshooting abilities
Related Work Experience
5 years Experience with application administration, Development Experience
5 years Experience with configuration, design, coding and testing
Education & Certification
BA/BS in Information Technology, Computer Science, related field or equivalent work experience.
Office environment. Travel as required.