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Application Support Manager

2 months ago

Charlotte, North Carolina, United States Onex Full time
About the Role

We are seeking an experienced Application Support Manager - HR to join our team. As a key member of our HR organization, you will be responsible for ensuring the seamless operation and delivery of application management services.

Key Responsibilities
  • Provide management oversight for the day-to-day application management operations, including risk mitigation and service quality management.
  • Assist in resolving issues in a timely manner and escalate risks and issues to the steering committee.
  • Act as the first point of escalation for Application Management operations.
  • Manage the overall application roadmap, release plan, and coordination with SuccessFactors and ServiceNow.
  • Oversee the prioritization of incidents, service requests, and demand management across North America and Europe.
  • Consult and collaborate with business stakeholders to evaluate, gather, and prioritize customer requirements.
  • Approve requirements and acceptance criteria as documented by AMS.
  • Work closely with HR and IT to identify cross-functional issues and mitigate their occurrence.
  • Engage in weekly, monthly, and quarterly status updates and governance meetings.
  • Participate in UAT of changes and facilitate sign-off on solution design and testing.
  • Predict and report on future service or resource demands.
  • Sanction staffing adjustments to align with demand.
Requirements
  • Demonstrated experience with multi-platform environments, including tools such as SuccessFactors and ServiceNow.
  • Understanding of HR system landscape and how to use and transact in various HR systems.
  • Strong background in managing vendor relationships, including handling contractual agreements, scope changes, and pricing negotiations.
  • Ability to understand a problem and recommend logical solutions to address that problem.
  • Experience in coordinating with cross-functional teams and participating in User Acceptance Testing (UAT) for solution validation.
  • Excellent project management skills.
  • Proven communication and coordination skills with Global teams, developing and maintaining vendor and business partner relationships.
About JELD-WEN

JELD-WEN is a leading global designer, manufacturer, and distributor of high-performance interior and exterior doors, windows, and related building products. We operate across North America and Europe, and our associates are dedicated to bringing beauty and security to the spaces that touch our lives.

We offer competitive compensation and benefits packages, and we are an equal employment opportunity employer. We do not tolerate discrimination, harassment, and/or retaliation based on individuals' physical traits, beliefs, and/or other characteristics that are protected under applicable laws.