IT Application Support Manager

Orix • Boston, MA

22h • Hybrid

About The Position

The IT Application Support Manager will be responsible for maintaining the consistent performance and dependability of all BF applications by ensuring that issues are reported, assigned and resolved in a timely manner. This person will interact with BF employees, clients and partners on all IT related issues and facilitate solutions when needed by ORIX Corporation USA (OCU) IT staff/consultants. This role will communicate and collaborate with clients and partners to ensure their satisfaction with BF services and applications. This role will report directly to the Director of IT

Requirements

• BA or technical equivalent
• 10+ years of experience in Information Technology
• Proficiency in Microsoft Office and list other relevant systems or software
• Excellent organizational, communication, presentation, and interpersonal skills
• Ability to plan, organize, and prioritize assignments and to meet critical and established deadlines.
• Ability to manage multiple assignments and transactions simultaneously
• Demonstrated ability to maintain confidentiality and to use discretion in the performance of daily activities
• Ability to learn quickly and demonstrated ability to work independently and as part of a high-performance team
• Attention to detail
• Flexibility and ability to work under pressure with tight deadlines and constant interruptions.
• Ability to adjust priorities in a changing environment

Responsibilities

• Application Support – analyze, troubleshoot and facilitate closure of application support tickets
• Track user support requests for BF internal applications (see Exhibit A) issues that come in through helpdesk tickets in SNOW and coordinate BF IT’s response including assignments, user follow-up, resolution.
• Ensure timely response to user application issues during critical business processing periods (e.g., high prioritization of support issues during Investor Reporting from 2/15-4/30)
• Act as liaison between BF and OCU Infrastructure team to escalate high priority tickets regarding application outages and issues
• Support investors, consultants, general partners and other clients in their use of our external facing applications (see Exhibit B) including setup and maintenance of logins as necessary.
• Coordination - organizing the various parts of application support activities to enable collaboration and efficient communication
• Identify user requests that require application enhancements, initiate IT’s review process, and coordinate response to users.
• Act as Liaison between Boston Financial and OCU IT team including Infrastructure, Cyber Security, Strategic Operations & solutions, System Administration and other teams as necessary.
• Advisory - giving information or advice or a recommendation about what should be done to solve a technical need
• Assess the IT needs of BF teams and those of our investors, clients and other partners and formulate a solution to propose to OCU IT.
• Guide and assist BF Application Team with appropriate SNOW ticket creation for various dba and server tasks that need to be accomplished.
• Follow up to ensure ticket was picked up and is being worked on by appropriate OCU IT group.
• Technical Testing / Rollout facilitation
• Primary point person to test BF application functionality on all new software/hardware and any other patches or upgrades pushed down from OCU – Example: current BF Database Servers transition to Cloud Testing with DBA team
• Identify BF users and outside clients to test Upgrades such as: Infrastructure , Windows, Web Browser and Microsoft Office Upgrades
• Serve as a liaison between BF Application IT Team and ORIX IT Team
• Work professionally and harmoniously with team and coworkers.
• Other projects and duties as assigned.

Benefits

• We are committed to the health and well-being of our employees and offer a quality, competitive benefits package that provides valuable healthcare and financial protection for our workforce, while emphasizing a healthy work/life balance.
• You Time We want you to have the time needed to recharge and manage life with our competitive vacation policy, floating personal holidays, extensive leave options, our annual observed holidays, and more.
• Family Care Every family has a different journey and ORIX USA Group is proud to offer extensive benefit programs such as: infertility coverage, adoption support, child and elder care, fully paid maternity, and generous parental leave benefits to help you and your families along the way.
• Flexible Work Arrangements ORIX associates enjoy the advantages of our hybrid working model with a 3 day in-office minimum requirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees