Systems Analysis - Senior Manager

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Support Tools and Hardware Support

This position will lead the development and support of next-generation technology for Retail and Indirect stores within the SPO Technology Organization. The role involves collaborating with cross-functional teams to build and maintain a ticketing platform and support in-store hardware experiences. The ideal candidate will be a self-motivated leader with a passion for technology with experience in project management and production support.

What you'll be doing ...

• Manage the full life-cycle of production support tools and processes, from initial planning, to implementation, to ongoing optimization and upkeep.

• Accountable for hardware triage experiences: Lead, improve, and maintain hardware triage processes for Indirect and Retail logged in experiences.

• Act as the point of contact for Quick Ticket in indirect and retail sales experiences leading the development of new ticketing integrations.

• Oversee and manage multiple complex, strategic production support initiatives concurrently, ensuring alignment with SPO technology segment priorities.

• Develop project plans and documentation that will be used to align stakeholders, resources, budget, and timelines ensuring successful business outcomes.

• Possesses a strong sense of urgency and the ability to adapt quickly to changing circumstances while maintaining a proactive approach to planning.

• Managing, developing, and organizing headcount staffing (including contractors) to meet SPO Technology targets.

This role is a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday).

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in leading others.

• Experience with the following tools: G suite, ServiceNow, OMNI Retail, OMNI Indirect, JIRA/Confluence.

• Indirect partner, National Retail, or Retail field experience.

• Experience in creating presentations and conveying data for executive presentations.

• A Masters degree.

• PMP or Agile certification.

• Experience in the Agile process including writing Jira stories and attending refinement sessions.

• Must be able to meet tight deadlines and have a strong production support centric focus.

• Ability to multitask, prioritize, and collaborate effectively both within one's own team and across other SPO Technology teams.

• Experience in Google Suite applications.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

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