Application Support Manager

3 days ago

Chicago, Illinois, United States Hatch Pros Full time

USC, GC and GC-EAD

need DL, Last 4 of SSN, LinkedIn and DOB

Location: Chicago, IL
Onsite (specified as Hybrid, but do not have Hybrid Onsite details)

Required: (Valid Drivers License or State Issued ID)
Mandatory 3-page limit on CVs

  • Provide application support on a day-to-day basis, managing user expectations aligned to agreed service levels using the appropriate service management tools Mobilise, co-ordinate and monitor 3rd party support to ensure the operational requirements of the business are met
  • Own and execute operational tasks related to the support of business processes
  • Assist with the transition of new business application software into production, working closely with development and project teams as required
  • Support end user functionality queries, and train and guide users on application usage best practices
  • Transfer application knowledge to improve first level support
  • Guide and assist other members of the team, ensuring that application knowledge is shared in such a way as to avoid dependence on named individuals
  • Ensure that project and business application support documentation is developed and maintained Produce knowledge base articles to ensure that intellectual capital is captured in a reusable and persistent form

Skills, Knowledge & Abilities

  • Customer focused and able to work to agreed standards and service level agreements
  • Experience of working within an application support environment with a proven service ethic
  • Exposure to a variety of business application systems such as finance, ERP, transaction/data processing, document management, workflow, data warehouses/marts.
  • Strong financial background
  • Capable of prioritizing and managing multiple tasks simultaneously
  • Able to analyze and solve problems quickly and effectively, either independently or by obtaining consensus and/or approval where required
  • Good self-management skills and able to balance competing priorities in time sensitive situations
  • Analytical skills, including a thorough understanding of how to interpret business users' issues and translate them into practical solutions
  • Able to travel to European offices on occasions and in general have a flexible approach to working hours to meet the requirements of the business
  • Able to foster relationships within the team, other business departments, and 3rd party vendors
  • Excellent written and verbal communication skills
  • Experience of the software development lifecycle and familiarity with project management methodologies
  • Excellent interpersonal, consultative and communication skills.
  • Ability to interact effectively at all levels with clients, consultants, vendors, peers, and IT management and staff
  • Advanced computer skills including Microsoft Office Suite, SharePoint, Skype for Business, and other business productivity systems
  • Experience with service management tools and software
  • Advanced SQL skills and an understanding of relational databases
  • Familiarity with typical IT and infrastructure architectures.

As a Minimum

  • Extensive A-level experience in Number Analytics
  • At least 7-10 years application support management experience.
  • Strong SQL skills

A Distinct Advantage Would Be

  • A professional qualification in the field of service management, e.g. ITIL, Microsoft Certified Professional, etc.
  • Experience with any or all of ServiceNow, Microsoft Visual Studio and/or Microsoft SQL Server Management Studio
  • An understanding of insurance as a business Knowledge of any applications specifically related to the insurance business, e.g. underwriting or claims platforms.

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