Application Support Manager - Hybrid - Ocean State Job Lot

POSITION SUMMARY:

The Application Support Manager role at Ocean State Job Lot (“the Company” or “OSJL”) provides business system analysis and support for multiple applications used by core operations departments throughout the Company. This role acts as a technical consultant and subject matter expert throughout the lifecycle of all assigned applications. The Application Support Manager role is involved in planning, implementation, production support, and general oversight. The role coordinates end-user client relationships, while responding to both critical and routine application support requests, and interfaces with software vendors and consultants for development and support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide oversight and guidance to Application Support Analysts.
• Act as a subject matter expert of assigned applications for all internal business partners.
• Update application configuration as needed to meet the business requirements.
• Oversee application user roles and security.
• Monitor application health and performance.
• Interface directly with software vendors and consultants for development and support.
• Consult directly with users to assess their needs and then create and implement a strategy to improve the application or the business workflow.
• Facilitate regular status and alignment meetings with business leaders and stakeholders.
• Provide end user and technical training to business and inter-department personnel.
• Provide oversight and guidance with creating knowledge base documentation and training materials for End User Support.
• Create technical documentation for internal department consumption.
• Interpret, author and update technical and user documentation as needed.
• Assist the business in developing business requirements and creating technical and functional documentation.
• As needed, serve as leader or member of project teams.
• Proactively adapt to changing priorities and deadlines, demonstrating flexibility and resourcefulness.
• Effectively utilize virtual means to communicate efficiently and work independently under remote conditions as applicable.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in Information Technology or equivalent work experience is required.
• 3 or more years of experience providing oversight and guidance related to IT systems is preferred.
• Prior business application technical support experience is preferred.
• Experience leading and working on project teams.
• Proven experience supporting mission critical IT applications.
• Knowledge in the following areas is preferred:
  • Windows desktop and server operating system;
  • Performing routine support of web-based applications (i.e., SaaS);
  • Proficient in Microsoft Office and Google platform (i.e., Sites, Slides, Drive, Docs, Sheets); and
  • Familiarity with using Smartsheets for project management.

ATTRIBUTES:

• Effective Communicator: You possess strong communication skills and have the ability to build and maintain a culture of trust and respect. You are able to interact effectively with both technical and non-technical users.
• Team Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the Company and client. You commit time, focus, and energy to develop future OSJL leaders by motivating them around a common purpose and vision.
• Time Management: You are able to multitask a diverse workload with multiple projects and initiatives running simultaneously.  Strong organizational skills and the ability to prioritize  your activity are needed to meet deadlines and service levels. 
• Self-motivated: You can work with a minimum amount of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner. You understand the tools and processes needed to meet larger strategic initiatives.
• Analytical: You use logical reasoning and data to build conclusions, recommendations, and reporting. You have excellent problem solving, analytical and troubleshooting skills.
• Organized: You lead by example in serving all of our stakeholders: customers, owners, communities, and fellow associates.
• Critical Thinking: You demonstrate strong critical thinking skills through analysis, problem-solving, and informed decision-making.
• Detail Oriented: You are meticulous and thorough, ensuring accuracy and completeness in all work. You maintain strong attention to detail, consistently meeting high standards for quality.

WORK ENVIRONMENT:

• Works primarily in a climate controlled environment with minimal safety and health hazard
  potential. 
• Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time. Frequently uses near vision for reading and computer tasks.
• Reasonable accommodations may be made to enable individuals with disabilities to
  perform essential functions.
• Hybrid: Work may be completed outside of the company locations with Leader’s approval. The role is responsible for setting up a professional and ergonomically safe work environment and to be available during working hours. While working remotely, the role will be expected to complete all work (e.g., all computer hardware and software, including audio and video capabilities for virtual meetings; and reliable Internet connection with ability to access the Google platform for virtual meetings and applications used for work).

This job description does not list all the duties of the job.  You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position.  Leadership has the right to revise this job description at any time.  The job description is not a contract, either express or implied.  You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.

The salary range for this position is between $70,000 - $80,000 per year. Salary commensurates with experience.

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