Manager of Third Party Application Support

Job Summary:

This position has responsibility for management of applications development and implementation of third party vendor software application packages for Stream globally. This includes identifying solutions to meet business needs and following standard development lifecycle methodologies. In addition, this position manages a team of systems development specialists who are tasked with this mission. This position will also be expected to provide project management capabilities for the team.

 

Duties and Responsibilities:

Work with appropriate business owners to translate business information needs into system requirements, modifications, and enhancements or the selection and implementation of third party application software packages.

 

Lead team members, foster their professional development and growth, and promote teamwork and cooperation.

Identify ongoing requirements necessary to implement and maintain existing systems.

Act as the primary liaison to user management, vendors and all internal and external personnel required to participate on a project.

Monitor project progress and document and report project status to user management. Identify and control all projects scheduled variances. Assure the project goals are met as scheduled.

Oversee multiple projects to ensure proper prioritization, funding, resources, and delivery according to approved standards and expectations.

Ensure proper system quality control, security, backup, recovery and performance.

Assigns, coordinates, and reviews work of programming and vendor personnel.

Designs system solutions.

Analyzes test runs on computer to correct or direct correction of coded program and input data

Revises or directs revision of existing programs to increase operating efficiency or adapt to new requirements.

Recommend annual budgets and manage expenditures in order to operate with approved budget guidelines.

 

Skill Requirements:

Knowledge of MS SQL Server or Oracle relational databases.  Familiarity with the following development technologies:  .Net, Visual Studio, Web Services, or Cold Fusion.

 

Experience working with third party applications in any of these areas:  WorkForce Management (e.g. Pipkins, Blue Pumpkin, or TotalView), Email/Chat (e.g. Kana), CRM (e.g. Siebel, Oracle or Peoplesoft) and Learning Management solutions preferred

Skill in providing an exceptional customer experience.

Skill in verbal and written communication to analyze, interpret and address customer needs.

Knowledge of contact services industry and best practices.  International experience is a plus.

 

Proven project leadership, preferably PMP certified.