Applications Support Manager

Information Technology
Posted: 11/17/2021
Full Time
Los Angeles, CA
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 reports
  • Assesses user needs to provide support and proactive service, including analysis of opportunities to take advantage of available tools
  • Acts as a focal point for communicating related system problems within the department and collaborates with other teams and vendors on changes, fixes, and updates
  • Develops relevant metrics, measures, and publishes the performance of the services provided and enables continuous improvement activities in collaboration with peer groups
  • Serves as an internal consultant to other IT management staff and operations community as needed
  • Negotiates resolution of conflicting requirements across the agencies and/or departments
  • Manages delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications
  • Provides 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 objectives
  • Prepares analysis and or proposals for other enterprise departments when necessary
  • Works 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 services
  • Sets and measures performance objectives and provides regular one-on-one feedback to all members of the team
  • Hires and evaluates the performance of direct reports and provides ongoing coaching and staff development
  • Ensure 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 industry
  • Demonstrated understanding of Project Management Methodology (PMM) fundamentals and business process analysis
  • Knowledge 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 unit
  • Knowledge 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
  • CIM does not accept unsolicited resumes from Agencies.  Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid.  If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.