Application Support Manager

Comtech • Chicago, IL

2d

About The Position

Responsible for the planning, management, execution, and the successful delivery of support services related to production support for ServiceNow.

Requirements

• Bachelor’s degree in Information Science, Computer Science, Engineering or related degree, or equivalent experience
• 5+ years application support management experience
• Proficient in Microsoft Project and Microsoft Office Tools (including PowerPoint and Access)
• Previous experience with ServiceNow programming, data management, or technical networking is required
• Must Possess: PMP Certification
• Excellent leadership, analytical, organizational, and communication skills
• Ability to multi-task
• Experience in project development life cycle
• Experience executing projects using automated testing tools
• Experience in developing and maintaining client relationships while developing new business opportunities
• Experience with TSF
• Ability to perform requirement gathering, understand the client’s business processes, leading the prototype demonstration, and training the client.

Nice To Haves

• Familiarity with server technologies, internet technologies, or enterprise project management is desired

Responsibilities

• Oversee and manage a team of production support analysts that resolve user initiated requests for change and incidents
• Act as liaison between users, project team(s), management, and vendors
• Troubleshoot/problem solve production issues as they arise
• Direct the implementation of procedures that enable continuous delivery performance
• Responsible for project scope management (initiation, scope planning/definition/verification/ change control)
• Responsible for project cost management (resource planning, cost estimating/budgeting/control)
• Responsible for project quality management (quality planning, assurance, and control)
• Responsible for project human resource management (organizational planning, staff identification, and team development)
• Responsible for project communication management (communications planning, information distribution, performance reporting, and administrative closure)
• Responsible for project risk management (risk management planning/identification, qualitative/quantitative risk analysis, risk response planning, risk monitoring and control)
• Develop and pursue relationships and leads with the goal of increasing revenue
• Prepare project reports for management, vendors, etc.
• Analyze procedures and problems to automate processing or improve existing business systems
• Determine compatibility between existing systems and new systems
• Manage and oversee ad hoc projects as assigned
• Assimilate conflicting information and make correct decisions
• Lead proposal efforts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager