Peoplesoft Service Delivery Manager

BizTech Fusion•Seattle, WA

6d•Onsite

About The Position

We are seeking a Peoplesoft Service Delivery Manager to oversee the end-to-end PeopleSoft application support across Production and Non-Production environments. This role involves ensuring adherence to SLAs, OLAs, SLOs, and error budgets, managing incident, problem, and change processes aligned with ITIL, and driving root cause analysis to reduce repeat incidents and MTTR. The manager will also be responsible for planning and executing PeopleSoft PUM images, PeopleTools upgrades, tax/regulatory updates, and environment refreshes, while ensuring the stability of batch processing, Process Scheduler, integrations, and interfaces. Experience with month-end, quarter-end, and year-end project activities, as well as managing offshore and onshore service models, is crucial.

Requirements

Understanding the Peoplesoft Finance
Knowledge in trouble shooting, maintenance and support of Oracle PeopleSoft applications & financial reporting
In-depth knowledge of Scrum and Agile Software Development Methodology
Working knowledge of product development architecture
Proficiency in the use of analytic tools and strong analytical thinking
Ability to prioritize effectively
Excellent knowledge of user-centered design principles
Excellent oral and written communication, including presentation skills
Ability to work with large teams and a variety of people, including users, product development team members and management team members.
Understanding of design quality standards
Experience in ASP, ASP.Net, C#, MVC, Angular, DevOps,
HTML/CSS, JavaScript
Reporting: Crystal Reports
Experience in creating understanding documents based on available source code
High proficiency in gathering and documenting requirements
Familiarity with Agile methodologies and the ability to work in an Agile development environment
Database: Understanding of SQL and ability to write complex SQL queries, ability to diagnose queries, and work with DBAs
Leverage cloud technologies, specifically Amazon Web Services (AWS), to optimize system performance, scalability, and reliability
Good to have understanding on Autosys
Team Collaboration / Team Player
Item Tracking experience (TFS)
Basic understanding of Servers, Apache or IIS configuration.
Knowledge of web SSL certificate renewal process
On call support (weekends and off business hours) and production support.
Good communication skills, Analytical skills, quick learner and process oriented with a higher customer orientation.
Self-motivated team player willing to accept exciting new challenges and ready to explore.

Responsibilities

Collaborating with prospective users and clients to understand and anticipate their needs and translate them into product requirements
Defining the vision for the team’s product and maintaining a cohesive vision throughout the process
Creating a product road map based on this vision
Managing the product backlog and prioritizing the tasks based on changing requirements
Overseeing all stages of product creation, including design and development
Monitoring and evaluating product progress at each stage of the process
Working with the product team and end-users to deliver updates and status reports
Participating in Scrum meetings and product sprints
Meeting Contractual SLAs for production issue fixes. For Severity 1 tickets – SLA timelines can be as short as 4 hours. Production support can be needed at any time, any day, including night, weekend or holidays.
Should have strong estimation skills to estimate the efforts needed to complete the planned changes.
Take ownership of the existing system, ensuring its smooth operation and availability to end-users.
Collaborate with stakeholders to gather requirements and understand business needs for change requests or enhancements.
Analyze, design, and develop solutions to address change requests or enhancements, ensuring they align with business objectives and technical standards.
Conduct thorough testing and debugging of applications to ensure high-quality deliverables.
Provide technical support and troubleshooting assistance to end-users, resolving any issues or bugs that arise.
Stay up to date with industry trends and best practices, continuously improving the system's performance, security, and usability.
Collaborate with cross-functional teams, including project managers, business analysts, and product managers, to ensure successful project delivery.
Document technical specifications, system configurations, and user guides to facilitate knowledge sharing and future maintenance.
Own end to end PeopleSoft application support across Production and Non Production environments.
Ensure adherence to SLAs, OLAs, SLOs, and error budgets; publish service dashboards and reports.
Manage Incident, Problem, Change, and Request processes aligned to ITIL.
Drive root cause analysis (RCA), 5 Why, and preventive actions to reduce repeat incidents and MTTR.
Plan and execute PeopleSoft PUM images, PeopleTools upgrades, tax/regulatory updates, and environment refreshes.
Ensure batch processing, Process Scheduler (PSPRCSRV), integrations, and interface stability.
Worked on Month end, quarter end and year end project activities.
Worked in large service programming and ensuring offshore and onshore service model