Manager, Business Applications Support
About The Position
The Manager, Business Applications Support leads support, service delivery, and continuous improvement for business applications used by Farm Credit associations and the Funding Bank. The role oversees business applications analysts and partners with business, Product, IT, and vendor teams to keep applications reliable, well-supported, and aligned with client needs. The position provides leadership for functional application support, customer correspondence and tax reporting processes, vendor management, and platform transitions. The manager drives service excellence, operational efficiency, client satisfaction, and compliance with audit and ICFR requirements while fostering a high-performing, customer-focused team.
Requirements
- Bachelor’s degree in information technology, business administration, finance, or a related field.
- 5 years of related experience in application support, financial accounting, data analytics, or loan accounting.
- Experience with service desk tools and IT service management (ITIL) practices, including incident, problem, and change management.
- Experience with general ledger and reporting applications.
- An equivalent combination of education and experience sufficient to perform the essential functions of the job may be considered.
Nice To Haves
- Leadership experience.
- Experience with Jira Service Management (JSM).
- Experience with core banking or loan servicing systems, such as Fiserv DNA.
- Experience managing vendors, contracts, and third-party support relationships.
- Farm Credit or agricultural lending experience.
Responsibilities
- Lead functional application support and ensure timely resolution of configuration, data, and processing issues.
- Oversee production processes, including batch processing, credit bureau reporting, customer correspondence, and tax form generation.
- Own product management for customer correspondence and year-end tax reporting, partnering with clients, Product, and vendors to meet business and regulatory requirements.
- Establish and monitor service levels and performance metrics, and drive continuous improvement initiatives.
- Lead root cause analysis, process optimization, documentation standards, and audit readiness, including ICFR controls.
- Lead, develop, and coach business applications analysts and contractors.
- Establish clear ownership and cross-training to ensure application support coverage and continuity.
- Set performance expectations and foster accountability, collaboration, and customer focus.
- Manage staffing, resource planning, and team development to support business objectives.
- Serve as the primary escalation point for application support and ensure a positive client experience.
- Partner with business leaders, Customer Success, and Account Management to align support services with client needs.
- Communicate application performance, trends, risks, and improvement opportunities to stakeholders.
- Collaborate with Service Desk, Product, IT, Security, and development teams to resolve issues and support application performance.
- Manage vendor relationships, including print and mail and tax reporting providers, ensuring service quality and accountability.
- Lead support readiness for application enhancements, upgrades, conversions, and platform transitions.
- Translate client feedback and support trends into recommendations that improve products, processes, and service delivery.
Benefits
- Competitive salary and bonus package.
- Comprehensive medical, dental, and vision insurance.
- Tax-advantaged healthcare accounts.
- 401(k) plan with generous employer match.
- Income protection benefits.
- Individual learning and development budget.
- Robust time off plans and workplace flexibility.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
