Responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions.
Provides expertise in area and an advanced level of understanding of the principles of apps support.
Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements.
Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.
Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements.
Considers the implications of the application of technology to the current environment.
Acts as advisor or coach to new or lower level analysts; allocates work.
Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
Persuades and influences others through strong and comprehensive communication and diplomacy skills.
Performs other duties and functions as assigned.
Requirements
6+ years experience in an application support role, partnering with technical teams
Facilitate collaboration between Branch Agents, Contact Center Advocates, and development teams to efficiently resolve system health issues impacting employee productivity.
Conduct live sessions with front-line employees and tech teams to identify root causes and implement user-centric solutions for system issues.
Enhance technology governance by incorporating employee experience metrics into best practices and compliance audits.
Oversee operational support for internal applications, ensuring alignment with business goals and fostering employee efficiency.
Partner with IT service management to minimize disruption and ensure continuity for employee applications.
Collaborate with Technology partners to implement solutions that improve internal application capabilities and employee experience.
Act as a liaison between tech teams, business units, and leadership to foster innovation and improve the employee technology landscape.
Practical problem solving and strategic thinking skills
Demonstrated leadership, interpersonal skills and relationship building skills
Service oriented attitude
Ability to work in a fast-paced environment
Experience working or leading requirement gathering efforts for multiple large development projects at one-time
Proficient using basic technical tools and systems