Manager Application Support

Shenandoah Telecommunications•Weston, WV

22h

About The Position

The focus of this role is to lead the strategy and execution of IT applications, Quality Assurance Functions, User Access and Operational Team functions, known as ASO - App Support & Operations. The ASO Manager will support our business applications and the successful implementation of new functionality to the Shentel technology ecosystem, managing the team responsible for the configuration, maintaining version control, testing functionality and access. Finally, the role is responsible for the performance of software applications and systems software and operational processes such as billing, print and mail.

Requirements

Associate's/Technical Degree - two years is required for the role.
5 years of Solve Complex Technical Problems (Tier 2/3) experience is Required.
5 years of Excellent Customer Relation and Communication Skills experience is Required.
5 years of Critical Thinking and Decision Making experience is Required.
Excellent team leadership capabilities. Understand how to coach for performance.
Excellent planning, analytical, organizational, and problem-solving skills
Excellent interpersonal, peer and executive communications, customer relations and writing skills
Demonstrated experience developing and maintaining productive relationships with key clients, stakeholders, and technology partners
Must possess a comprehensive knowledge of information systems, including application software architecture, with interrelationships, and basic knowledge of hardware architecture and operating environments
Proven experience supporting SDLC activities. Understands waterfall and agile methodology and applies project management principles and strategic thinking
Understanding of fundamental IT project and work management skills and competencies
Design and implementation experience in IT, with a deep knowledge in a minimum of Tier 2 of the following technical disciplines: Quality Assurance, Application Administration, application development, application programming interfaces (APIs), middleware, servers and storage, database management, and operations
Exposure to multiple, diverse technical configurations technologies encompassing mainframe, distributed systems, on-premise, cloud, and Applications as a Service i.e. Salesforce and Site Core
Leading and coaching teams

Nice To Haves

Four Year Degree is preferred.
Familiarity with iSeries, IAM, SaaS and including Salesforce, Sitecore, ServiceNow, and Pega.

Responsibilities

Coordinating the maintenance, updates, and restructuring of software applications, websites, and databases
Identifying and solving user problems with applications, and designing solutions
Supervising, mentoring, and guiding junior developers and analysts
Identifying and implementing process changes to improve data quality and address gaps
Assisting with vendor engagement, contract negotiations, and renewals
Providing exemplary customer service by leading user support, account setup, security, access, and standards
Developing, implementing, and maintaining policies and procedures on application support services
Leading projects from conception to deployment, offering technical expertise and input on feasibility, timelines, and resource requirements
Training staff on how to implement plans to address issues
Processing ~56 billing cycles a month, printing and mailing invoices as well as uploading and posting customer account information to and from 3rd party vendors.