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IT Application Manager

4 months ago

Columbus, United States Jobs for Humanity Full time
Company Description
Jobs for Humanity is collaborating with Safelite to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.

Company Name: Safelite

Job Description

Does this position interest you? You should apply - even if you don't match every single requirement We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

The IT Application Manager leads a team that implements, integrates, configures, operates, and supports SaaS or COTS applications at Safelite. This role is responsible for managing projects to acquire and deploy new software, manage processes for customer requests, customer technical support, and production support. This role also leads communication with IT peers, IT leadership and business stakeholders.

What You'll Do
  • Serve as the primary point of contact for the applications you support; establish strong business relationships with stakeholders and user groups.
  • Manage vendor contracts, engagement, and enforce SLAs for applications you support.
  • Measure and report incidents, outages, and defects for the applications you support.
  • Develop staffing and production support plans to ensure customer technical support, production operation that meets SLAs.
  • Maintain the production support run book for the application you support; and maintain all customer support processes and help content, application configuration, and integration documentation.
  • Establish monitoring and alerting tooling and procedures.
  • Manage application release cycle including software updates and patches according to vendor schedule; provide user acceptance testing for each application change.
  • Manage the backlog of customer requests, projects, and tech debt; lead configuration and development activities, and ensure quality change management.
  • Build a strong technical support team by hiring and managing associates and contractors.
  • Leverages project management tools and techniques to manage the support backlog and manage projects.
  • Provide self-service tools, reports, and help content to users.
  • Knowledgeable about the technical implementation of the applications, including integrations (data feeds, nightly batches, etc.) with other systems and data at Safelite.
  • Improve processes to deliver quality results that align with planned schedule.
  • Align processes, goals, and priorities with IT leadership and business stakeholders.
  • Manage communication about application changes and incidents.
  • Continuously improve production support (customer tickets, applications incidents/outages), vendor contracts, staffing, cost, and application integration/configuration
  • Performs other duties as assigned.
  • Complies with all policies and standards.
What You'll Need
  • Minimum 4-6 years' relevant experience.
    • Experience working in SDLC (requirements, development, testing).
    • Experience working in, and leading teams using agile/Kanban/Scrum methodology.
    • Experience with management and supervisory practices; managing others and applying management principles to practical work situations.
    • Experience managing stakeholder relationships.
    • Experience managing projects and team budgets.
  • SQL (Medium proficiency)
  • Jira and Confluence (Medium proficiency)
  • Ability to explain complex technology concepts/decisions to both technical and non-technical audiences (Medium proficiency)
  • Familiarity with IT Infrastructure Library (ITIL), and IT Asset Management (ITAM) concepts (Low proficiency)
  • Familiarity with ServiceNow or equivalent (Low proficiency)
What You'll Get
  • Competitive weekly pay and bonus opportunities.
  • A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
  • Up to $5,250 annually in tuition reimbursement.
  • View all our health, wealth, and life offerings at www.safelitebenefits.com.


Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we're proud to be an equal opportunity employer. Learn more at Safelite.com/Careers.

Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.