The application support manager oversees the support of software applications across business lines. He/she is also responsible for performing senior level business systems analysis and small project management activities which include planning, analyzing, implementing, and supporting minor changes to business applications. This individual will also be involved with configuring updates, data changes, and systems upgrades as necessitated by changes within the real estate industry as well as the overall strategy and direction of the company. This individual will actively participate in the development of processes and controls related to the onboarding and offboarding of personnel. He/she will also participate in annual audit and reviews related to these activities.
Essential Functions:Manage support queues, tasks, and monitor performance of direct reportsAssesses user needs to provide support and proactive service, including analysis of opportunities to take advantage of available toolsActs as a focal point for communicating related system problems within the department and collaborates with other teams and vendors on changes, fixes, and updatesDevelops relevant metrics, measures, and publishes the performance of the services provided and enables continuous improvement activities in collaboration with peer groupsServes as an internal consultant to other IT management staff and operations community as neededNegotiates resolution of conflicting requirements across the agencies and/or departmentsManages delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applicationsProvides ongoing troubleshooting, support, and maintenance of applications, including 24/7 on call coverage as required
Non-Essential Functions: Maintains a strong understanding of technology and its application to achieve business objectivesPrepares analysis and or proposals for other enterprise departments when necessaryWorks closely with all other IT management personnel in identifying, evaluating, selecting, and implementing specific information technologies that support the business plans and IT strategies
Supervisory Responsibilities:Provide oversight and management to the IT Application Support team to deliver IT servicesSets and measures performance objectives and provides regular one-on-one feedback to all members of the teamHires and evaluates the performance of direct reports and provides ongoing coaching and staff developmentEnsure department adheres to policies and procedures that are compliant with industry and regulatory policies
Education/Experience Requirements:A Bachelor's degree in computer science, management information systems, or related field, or equivalent combination of education and work experience is required.Minimum 5 Years’ experience
Knowledge, Skills & Abilities:Strong knowledge of Yardi, VTS or other business applications in the Real Estate industryDemonstrated understanding of Project Management Methodology (PMM) fundamentals and business process analysisKnowledge and understanding of goals and the interdependencies of functional departments and groups (in real estate industry) Knowledge and ability to direct a staff in integrating information technology services with the work requirements and deliverables of the unitKnowledge of informational technology disciplines, e.g., software applications and interfaces, production operations, quality assurance and systems management, etc.Knowledge of project management process and systems, ITIL/ITSM