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Director - Application Support
Angie’s List
Indianapolis, IN, United States
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Description
SUMMARY:
The Manager of Application Support- SalesForce is responsible for the overall enterprise-wide effectiveness and efficiency of the firm’s corporate systems ensuring that high levels of service and performance targets are maintained. The individual in this role is responsible for providing functional leadership in the analysis, resolution and management of systems, applications and data, and leading in the development and implementation of end user training and support processes for Business Services systems and applications. A particular area of oversight includes overseeing the delivery of scalable solutions and ensuring compliance of standards set by internal and external developers. The position will also contribute to the enhancement of company’s ERP corporate applications and other financial/business applications.
DUTIES:
• Develop strategic and tactical planning for corporate applications support in alignment with business goals
• Manage the hiring and training of new and existing staff, conduct performance reviews, and provide leadership, technical guidance and coaching to staff
• Develop and communicate organizational objectives; inspire and motivate team members to achieve results
• Develop, implement, and oversee policies and procedures related to corporate applications support
• Develop strategic relationships with other IT and business partners that align with business demands
• Define and maintain corporate applications key performance indicators (KPI) metrics
• Pursue innovative ways to improve the process of delivering solutions to corporate application users
• Determine resolution of problems throughout the information system lifecycle including classification, prioritization and initiation of action
• Participate in functional design reviews and implement enhancements for SalesForce application aligning with business requirements
• Perform functional analysis for the requirements gathered by business analysts, perform impact analysis to provide detailed functional design document of the desired application changes
• Provide applications documentation and periodic activity reports by demonstrating reduction in backlog
• Coordinate work efforts with developers for application changes and system performance issues
• Investigate system options, profile options, flex-fields, setups to provide functional expertise on upgrading to new application releases and new functionality
• Collaborate with architecture, development and quality assurance teams during project lifecycle
• Share knowledge and develop staff capabilities to strengthen understanding of corporate applications business issues and best practices; evaluate implications to IT
• Assist team in developing high levels of engagement with the business, developing effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally
• Manage the budget for corporate applications support, and support reporting and forecasting activities
• Maintain cost models for corporate applications support and services
• Support the leadership team in developing the budget projections based on short and long term goals and objectives
• Provide functional design, configuration change, setup, test and implementation for on-going corporate production support
• Oversee all necessary upgrades and additional functionality installations to the business application environment
• Develop strategies for leveraging out-of-box functionality to develop and enhance SalesForce applications
• Review and analyze existing application customizations and extensions
• Provide documentation of root cause and implementation of remedies to prevent future incidents
• Ensure proper maintenance of all disaster recovery procedures related to the ERP and ancillary systems, as well as all aspects of computer operation data and access security (local and remote)
• Oversee creation and maintenance of all user profiles, roles and system security Lead the support efforts for global audit application projects for proper supportability, support preparedness, vendor management, tracking resources, and help ensure timelines and deliverables are met throughout project
• Manage the portfolio of applications to help ensure maximum up time and minimal user impact
• Manage the updating, reviewing and dissemination of end user technical documentation
• Develop and maintain specifications and test plans associated with system or application function, development, implementation and/or modification
• Lead periodic upgrades including feature evaluation, implementation, communication and post production end user support for assigned systems
• Negotiate support costs for deployment and on-going support of audit applications to keep costs in line with established budgets
• Provide application monitoring and train support resources to rapidly resolve production issues
• Identify and review new and modified technologies and coordinate associated implementation in order to meet evolving business needs
EDUCATION/EXPERIENCE/LICENSURE:
• 3+ years of SalesForce functional knowledge and experience
• Bachelor’s degree in Computer Science, Business Information Systems, Business or relevant discipline, or a comparable combination of education and work experience
• SalesForce Certifications
KNOWLEDGE, SKILLS AND ABILITIES:
• Experience in managing Application support/development teams
• Experience with .NET and JAVA based web application support
• Experience supporting solutions in both SAAS and client hosting environments
• Experience working with Data Warehouse/Business Intelligence support
• Experience working and collaborating with Software Delivery teams
• SalesForce application configuration, design, testing, training and support experience
• Possess very broad IT and management knowledge; previous management experience
• Demonstrated ability to apply technology solutions to business problems
• Ability to work creatively and analytically with others in a problem-solving environment
• Ability to communicate problems in terms that are understandable to end users at all levels
• Ability to communicate at all levels of the organization
• Excellent written and verbal communication skills