Manager, OR Customer Service Customer Systems Support

Overview

Responsibilities

• Meets with staff and users to prepare requirements analyses for enhancements to existing systems or new systems. Develops functional scope and designs for new systems and enhancements of existing systems. Follows up on recommendations, developing tangible implementation proposals, and if approved, developing detailed plans.
• Provides technical leadership and maintains project schedules. Provides contractor oversight and supports the project management processes.
• Analyzes existing applications and recommends improvements related to business process or technology infrastructure changes
• Manages and fosters relationships with and guides business users through an analysis process to prepare requirements documentation
• Manage staff to troubleshoot application production problems and resolve them.
• Manages staff to perform unit integration, and systems testing, and sets up user acceptance testing for any sized project.
• Manages and oversees staff that will code applications or work with vendors to install packages. Develops move strategies for complex projects, prepares packages for move to production and directs others in these activities. Reviews and approves proposed systems solutions, ensuring that data processing applications are designed to meet user requirements.
• Manages existing applications to ensure they meet current operating and disaster recovery standards. Tests various systems to assure disaster recovery readiness.
• Provides quality assurance review; may act as Section Manager for specified projects of a limited duration. Assists in programs to educate management and users in data processing techniques, systems capabilities and requirements, making presentations, as assigned, to all corporate levels.
• Instructs, directs, and supervises the work of systems development personnel. Identifies training requirements to the Section Manager. Participates in the evaluation and selection of prospective additions to staff.
• Stays current with new technology. Maintains professional and technical associations.

Qualifications

• Associate's Degree preferably in Computer Science, Information Technology, Business or applicable degree and a minimum of 5 years of relevant work experience. or
• Bachelor's Degree preferably in Computer Science, Information Technology, Math, Business, or applicable degree and a minimum of 3 years of relevant work experience or
• Master's Degree preferably in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 2 years of relevant work experience.

• Knowledge of Database Design/Analysis, Business Analysis, and/or Data Modeling, required.
• Experience writing formal documentation and requirements. Some experience preparing and conducting presentations, required.
• Proven track record of strong verbal/written communication and presentation skills, especially around analytical concepts and methods, required.
• Strong analytical, technical and problem-solving skills, required.
• Excellent project planning and research skills, required
• Demonstrated flexibility and ability to handle multiple tasks and assignments while working under tight deadlines, required.
• Experience and proficiency with SQL queries and Microsoft Word, Excel, PowerPoint, required.
• Experience with .Net programing and Microsofts Power Platform, Power Automate including Power BI, preferred.
• Experience Supervising technical staff, preferred.

• Driver's License Required

• Ability to respond to system emergencies
• Able to work in all weather conditions, i.e. excessive heat and/or cold
• Perform extended driving through heavy traffic and severe off-road conditions
• Ability to work in adverse conditions that include, noise, confined spaces, and high elevations
• Ability to climb ladders and stairs
• Ability to work on elevated platforms, scaffolds, catwalks, roofs, and/or other equipment
• Ability to work in inclement weather and adverse conditions (i.e., excessive heat, cold, noise, confined spaces)
• Ability to work with, and in, the vicinity of high voltage and/or other high-energy systems
• Ability to be approved to wear and use either a full or half-face respirator, without facial hair or other conditions that may interfere with the seal, in accordance with OSHA regulations
• Stand, walk, and climb ladders and stairs for the duration of the workday
• Stand, walk, lift, climb, bend, kneel, stoop, and/or reach for the duration of the workday
• Ability to travel to company locations to work on storm restoration and heat contingencies
• Wear necessary Personal Protective Equipment (PPE), i.e. fire-retardant clothing and safety harnesses
• Work rotating shifts, including nights, midnights, weekends, and holidays
• Use personal vehicle(s), and be able to transport, store, and secure company laptops and other job-related equipment in vehicle. Acknowledge that reimbursement for use of personal vehicle is available through the company mileage procedure

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.