Software & Application Support Manager

POSITION SUMMARY

Under general direction of the Director, the incumbent plans, organizes and manages all phases of the SDLC as it relates to software and applications under the Inmar Applications Team umbrella.    This will include but is not limited to support of software both in house developed and packaged for the Finance, Human Resources, and other functional areas of Inmar Corporate.

This position will have primary accountability for day to day support of internal clients and systems as well as direction setting regarding software roadmaps for the supported platforms of the Inmar Applications Team including but not limited to MSFT Dynamics GP, MSFT SharePoint / MOSS, ReqLogic, Analysis cubes, MSFT Project Server, MSFT TFS, and ClearQuest.

MAJOR JOB RESPONSIBILITIES 

1. Effectively lead support projects, including project direction, project planning, team formation, project tracking and project deliverables
• Lead in the formation of system development requirements including detailed software and/or hardware design and specifications. 
• Lead in the preparation of project plans and schedules as appropriate. 
2. Create the roadmap strategy for the supported products in order to stay on supported platforms and plan the workload for the year.  
• Gain understanding of product direction
• Software and/or hardware evaluation/specification/selection. 
• Work with the vendor community to explore available software products in order to determine buy vs. build to meet business objectives.
3. Ensure client satisfaction and quality of deliverables
• Application architecture definition and implementation in support of business requirements
• Holding regular status meetings with staff and clients as appropriate
• Forecasting and tracking of resource demands and task completions
• Management and prioritization of ClearQuest ticket volume for completion of support activities
4. Responsible for the direct support of the Inmar-Finance, Human Resources and Payroll; Technology Solutions/Project Management Office; including enterprise-wide collaboration and process automation.
5. Leadership 
• Provide technical guidance and mentoring to team members. 
• Effectively apply management, development training and constructive feedback to associates through one-on-ones and the performance management process.
• Work with other Infrastructure teams on disaster recovery readiness of supported systems.
• Setting clear, meaningful and measurable objectives for associates throughout the year.

QUALIFICATIONS

Knowledge of:

• MSFT SharePoint, MSFT Project Server, MSFT Dynamics GP, MSFT TFS, and Analysis Services highly desired.
• SDLC and Configuration Management requirements.
• Complex software/hardware design and troubleshooting techniques.

Ability to:

• provide clear, explicit instructions. 
• deal effectively with individuals at all business levels; requiring tact, judgment, and composure. 
• represent Inmar in a professional manner to outside agencies and clients. 
• provide technical guidance, coordination, and training to co-workers. 
• plan and organize tasks and time to ensure timely completion of all projects. 
• use good judgment in recognizing the scope of authority. 
• develop and maintain effective communication and resource plans.
• problem-solve and determine root cause.
• compose professional business correspondence and presentation materials.
• manage direct reports.

EDUCATION

• Bachelors degree in Computer Programming, Computer Science, MIS; AND 
• 10+ years related work experience including Client Relationship Management and Project Management responsibilities; OR 
• An equivalent combination of education and experience.