SAGE

  • Application Support Manager

    Location UK-LND-London
    Posted Date 2 months ago(4/13/2018 6:01 AM)
    Req #
    18-5089
    # Positions
    1
    Category
    Information Services (UK) - General
  • Overview

    This position in a key management role in the Global Application Development department. The Global Manager of Application Support will have responsibility for leading a team of Application Support Systems Analysts based in the UK, US and India. The new team will support our internal customers using our in house and third party business applications and websites.

    The team will provide technical support & administration on systems such as Microsoft CRM, Author to Reader Fulfilment system, publishing systems, Drupal websites and finance systems: Troubleshooting, analyzing and resolving software failures. Application Supportwill collaborate with internal developers and external vendors to resolve technical application issues quickly. Duties include working with internal business customers on raised issues to understand their needs, deliver training and support, report on successes and understand areas to focus attention, identify regular operational activities for automation or improvement and document standard methodologies to develop an application support knowledgebase.

    Essential Job Functions & Responsibilities

    • Lead a global team of Application Support Systems Analysts to resolve application issues
    • Represent Application Support and the needs of our internal customers as part of the Technology Management Team
    • Provide technical support on critical issues to resolution.
    • Analyse and improve incident and problem management processes
    • Communicate regularly with business users, business analysts and technical staff to ensure SLAs and expectations are being met
    • Ensure the team are ready to support new applications and changes.
    • Perform data trending and data analysis for application support issues logged.
    • Monitor events on our critical business applications
    • Champion documentation creation and maintenance including: operational processes, incident resolution procedures, maintenance of knowledge articles and security incident logging.
    • Ensure finance and personal identifiable information security and privacy follows SAGE policies. Provide required security information for audits.
    • Identify and implement process improvements in collaboration with the business, Application Development and IT Operations.
    • Assist in training procedures for the team and end users
    • Share standard methodologies with the team to improve the quality and efficiency of support services.
    • Work effectivly with members of SAGE Technology to develop solutions to complex technical issues.

    Qualifications & Education

    • Extensive experience supporting internal business applications and an understanding of their architecture
    • Validated experience of leading people in support roles
    • Working knowledge of data analysis activities
    • Excellent analytical problem solving skills
    • Motivated and self-starter
    • Ability to handle tasks effectively; working on multiple initiatives and incidents
    • Able to get along with IT and business customers located globally to clarify or define business needs/issues
    • Excellent written and verbal interpersonal skills to ensure the highest level of customer happiness
    • Experience of ITIL and continuous professional learning
    • JIRA and Confluence knowledge desirable
    • Experience of global management desirable

    Language, Reasoning, Analytical & Mathematical Skills

    • Track record of excellent customer happiness
    • Always try to find options to support business in best possible ways
    • Credible and confident when presenting and communicating

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