Operations

• Become the subject matter expert on all applications supported and advance expertise of the business use of systems to triage reported issues and requests
• Troubleshoot complex issues for root cause identification, and preparation of a root cause report to be shared with business stakeholders and senior leadership
• Recreate and validate reported cases guiding less-senior team members where advanced expertise is needed
• Monitor all communications with software vendors with a primary ownership of identifying root-cause of reported issues and resolutions required when vendor cause is identified
• Lead the working relationship when partnering with IT colleagues and vendors to deliver systematic and process-based solutions
• Collaborate with customers on SharePoint page modifications that are necessary to accomplish their business outcomes
• Responsible for documenting solutions and changes to resolve system issues and ensuring Application Support team members are informed and trained on any modifications
• Responsible for overseeing and regularly updating service tickets and keeping customers updated on open cases until resolution
• Lead the development and management of security groups within all enterprise applications
• Own the relationship with system owners and other subject matter experts to ensure security profiles align with business functions
• Guide internal support staff in managing all password management and security access groups
• Oversee and participate in a cyclical review of Security IDs/Security Groups
• Manage communications to key stakeholders and leadership when alerts arise
• Responsible for the overall process of system monitoring along with the scripts and parameters of monitoring software
• Manage the setup and monitoring of system operational jobs that run 24/7
• Review logs to ensure jobs run to completion and/or troubleshoot and reschedule when jobs fail
• Guide the responses when such failures occur
• Ensure Application Support colleagues are cross trained in operational processes as needed for business continuity and reduction of single points of failure
• Collaborate with and mentor all staff in the following areas: perform operational configuration changes within applications, run/produce/deliver system outputs (i.e. reports, files, etc.) to customers and vendors, maintenance and reviews of files/data and processes for accuracy, management and maintenance of operation schedules, logs, and files on system applications, regular maintenance of system and operational documentation to support application operations
• Lead all critical system upgrades and testing critical processes
• Manage change control processes to ensure new functionality and jobs moved to production are supported
• Key point of responsibility for all systems enhancements and upgrades with guidance from department management.

Advisor, Application Support – Operations Analyst

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Director, Strategy Operations – Implementation

Operations Associate

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Senior Specialist, Admin and Operations