IT Applications Manager

4 weeks ago

Columbus, Ohio, United States NiSource Careers Full time
Job Title:

IT Applications Manager - Customer Engagement Systems

Job Summary:

NiSource Careers is seeking an experienced IT Applications Manager to lead the Customer Engagement portfolio, including Call Center, Website, Mobile Application, Chatbot, CRM, Sales, and Marketing systems. The successful candidate will provide leadership and day-to-day guidance to product and application support teams, driving continuous improvement, uptime, and stakeholder satisfaction.

Key Responsibilities:
  • Manage product teams that focus on build, run, and continuous improvement themes for assigned domains using NiSource delivery methodologies.
  • Develop people and build diverse high-performing teams.
  • Engage with stakeholders, manage their expectations, and satisfaction, develop technology roadmaps, and collaborate closely with peer groups.
  • Manage financials for assigned domains.
  • Foster innovation by staying abreast of emerging technology trends and assessing their potential operational uses/value at NiSource.
  • Participate in high-level business case development, requirements elicitation, and solution design.
  • Manage service provider SLAs and focus on system stability, resilience, security, and compliance.
Requirements:
  • Bachelor's degree or equivalent work experience.
  • 5+ years of experience in the applications technology space, including SDLC, program delivery, and working with service providers and distributed teams.
  • 3+ years of experience in call center/telephony environment (Gensys, Nuance, NICE).
  • 2+ years of experience leading or supervising IT teams.
  • 1+ years of experience in cloud technology.
Preferred Qualifications:
  • Regulated utility experience strongly preferred.
  • CCaaS experience preferred.
  • PMP and/or Agile certifications.
  • ITIL certification preferred.
Disclaimer:

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Equal Employment Opportunity:

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law.

Safety Statement:

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

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