Manager, OR Customer Service Customer Systems Support

Overview

Our team is an IT customer-related solutions provider committed to delivering and maintaining innovative and sustainable solutions for the customer service organization. We are currently seeking a Manager to lead and maintain systems development projects, including overseeing the O&R Data Analytics initiatives. The Manager will coordinate company efforts towards continuous improvement and maintenance of our customer applications and data analytics platform systems. The Manager will supervise Senior Systems analysts, Systems Analysts and/or outside contractors. We are looking for an individual with a proven track record in managing IT software and data analytics-related projects and staff.

Responsibilities

Core Responsibilities

• Meets with staff and users to prepare requirements analyses for enhancements to existing systems or new systems. Develops functional scope and designs for new systems and enhancements of existing systems. Follows up on recommendations, developing tangible implementation proposals, and if approved, developing detailed plans.
• Provides technical leadership and maintains project schedules. Provides contractor oversight and supports the project management processes.
• Responsible for acting as the Lead for critical Customer Operations Data Analytic and power platform initiatives including managing and supervise contractor and technical resources associated with developing and maintaining Data Analytics dashboards
• Analyzes existing applications and recommends improvements related to business process or technology infrastructure changes
• Manages and fosters relationships with and guides business users through an analysis process to prepare requirements documentation
• Manage staff to troubleshoot application production problems and resolve them.
• Manages staff to perform unit integration, and systems testing, and sets up user acceptance testing for any sized project.
• Manages and oversees staff that will code applications or work with vendors to install packages. Develops move strategies for complex projects, prepares packages for move to production and directs others in these activities. Reviews and approves proposed systems solutions, ensuring that data processing applications are designed to meet user requirements.
• Provides quality assurance review; may act as Section Manager for specified projects of a limited duration. Assists in programs to educate management and users in data processing techniques, systems capabilities and requirements, making presentations, as assigned, to all corporate levels.
• Instructs, directs, and supervises the work of systems development personnel. Identifies training requirements to the Section Manager. Participates in the evaluation and selection of prospective additions to staff.

Qualifications

Required Education/Experience

• Associate's Degree preferably in Data Analytics, Computer Science, Information Technology, Business or applicable degree and a minimum of 5 years of relevant work experience. or
• Bachelor's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business, or applicable degree and a minimum of 3 years of relevant work experience or
• Master's Degree preferably in Data Analytics, Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 2 years of relevant work experience.

Relevant Work Experience

• Knowledge of Database Design/Analysis, Business Analysis, and/or Data Modeling. Must have working knowledge and experience in data analytics and data analytics concepts, required.
• Experience writing formal documentation and requirements. Some experience preparing and conducting presentations, required.
• Leadership experience, required.
• Proven track record of strong verbal/written communication and presentation skills, especially around analytical concepts and methods, required.
• Proven track record of strong verbal/written communication and presentation skills, especially around analytical concepts and methods, required.
• Must have excellent project planning and research skills, required.
• Demonstrated flexibility and ability to handle multiple tasks and assignments while working under tight deadlines, required.
• Experience and proficiency with SQL queries and Microsoft Word, Excel, PowerPoint, required.
• Experience with SQL queries, required.
• Experience supervising technical staff, preferred.
• Experience .Net Programing, preferred.
• Experience with Databricks, Microsofts Power Platform, and Power Automate, including Power BI, required.

Licenses and Certifications

• Driver's License Required

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.