Develops service definition, strategy and roadmap; manages all aspects of service delivery including product lifecycle, daily support and operations. Responsible for service implementations and enhancement requests. Stays apprised of Enterprise Architecture's direction and works with IT Teams to set new and improve existing policies/procedures. Builds and maintains customer relationships. Responsible for service budget. Participates in annual operating planning and forecasting.
This is a management role with human resource responsibilities for the technical team.
PRINCIPAL FUNCTIONAL RESPONSIBILTIES
Delivers a stable service
Keeps product platform current
Defines technical standards and procedures for the product
Manages product related issues within established SLAs; produces relevant metrics
Coordinates maintenance activities between IT teams and business groups
Monitors system capacity & performance
Collaborates with Business Sponsor to prioritize projects
Provides service support
Defines the product service
Ensures product documentation is in place, including technical design documents
Responsible for incident and problem management
Adheres to change management policies
Manages the full product lifecycle
Oversees all hardware and software projects within the domain of the product
Continually evaluates Vendor product roadmap
Plans implementations, upgrades, patches, hardware refreshes
Engages with Enterprise Architecture to ensure product is implemented according to enterprise vision
Responsible for daily operations
Prioritizes user requests
Ensures timely completion of batch processing
Collaborates with business units to resolve issues
Manages technical resources
Allocates resource for operational support and project work
Monitors capacity vs. demand
Conducts resource performance management
Acts as a primary interface with the service owners. Liaise with them regularly to understand the direction of the services, functional & technical upgrades.
Participates in focus groups; provides input to Enterprise Architecture on developing new standards
Reviews budget; recommends appropriate course of action to maintain cost effectiveness and competitiveness
Ability to travel domestically and internationally, when required.
Bachelor's Degree in Computer Science, Information Systems, or related field. Or equivalent work experience
Fluent in English
7 - 10 years with Bachelors Degree OR
4 - 6 years with Masters Degree
10 - 15 years of related experience in IT including managing teams and projects
Exceptional customer service orientation and written and verbal communication skills
Knowledge of web applications, database management systems, and the infrastructure required to support them
Ability to lead disparate teams consisting of customers, vendors, and peer organizations through informal reporting relationships required
Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills
No calls or agencies please. Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
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Emerson Electric Co.