Technical Services Manager Automated Collections & Sharepoint

Emerson Electric Co. Saint Louis , MO 63150

Posted 1 week ago

Description

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

  • Mentors/develops staff

  • 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.

Requirements

EDUCATION/LANGUAGE

  • Bachelor's Degree in Computer Science, Information Systems, or related field. Or equivalent work experience

  • Fluent in English

EXPERIENCE/SKILLS

  • 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

Work Authorization

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.

If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-314-553-2544 (V/TTY/TDD) or by sending an email to idisability.administrator@emerson.com.


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Technical Services Manager Automated Collections & Sharepoint

Emerson Electric Co.