Manager, Application Support 1
JOB DESCRIPTION
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Job Title: Manager, Application Support
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I. Job Summary
The Finance Tech Application Support Manager oversees a team responsible for the day-to-day support, planning for releases and upgrades and managing projects/enhancements for assigned Finance system(s)/module(s) (e.g. ERP Oracle Cloud, Blackline, OneStream, etc.). Provides strategic and tactical consultation and input on design options supporting processes/transactions. Plans with Functional Owners, Release Management and OCM to align resources and scope to milestones. Engaging and hands on leader with system expertise and experience.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Manages application support and enhancement projects working with the Finance Technology team, Finance Process Owners and other stakeholders
- Responsible for systematic intake and coordination of the design, build, test, and deploy phases of the application in accordance with established governance
- Acts as change control leader - responsible for planning releases, upgrades, patches, and configuration across the assigned ERP Oracle Cloud module(s)/Finance application(s) including Lease Accelerator, OneStream, Hyperion, Blackline, Concur, Coupa, Kyriba, OneSource
- Leads meetings and resolves priority issues with functional leaders/business stakeholders. Communicates change impacts to functional and change partners in support of change management
- Provides consultative support to Functional Owners and other stakeholders regarding configuration and system functionality to automate processes and address business issues. Oversees analysis to ensure optimal configuration
- Mentors and provides leadership development to team members and promotes continuous learning. Building a successful team and effective working relationships is a priority
- Provides weekly status reporting, risk & issue log, and application updates. Appropriately escalates issues that may put projects, deliverables, timelines, or day to day support at risk
Manager, Application Support 2
- Drives the team to meet project plan deliverables and timeline with a focus on standardization, simplification, and alignment of business processes across the enterprise
- Experience with queries/extracts and reports and supporting integrations.
- Database queries/extracts using calculations, formulas, and complex commands(SQL and PL/SQL)
- Extensive experience evaluating requirements and specs for development, testing and deployment
- Experience in Developing BI Reports and OTBI reports
- Experience in performance tuning of Reports
- Experience in any of the integration tools Mulesoft,Matillion or OIC(Oracle Integration Cloud)
- Manages engagement with external vendors for support, enhancements, roadmap discussions and issue reporting/escalation
- Responsible for configuration of application according to design requirements and specifications. Works with Functional team to optimize processes and evolve to best meet business needs
- Responsible for Tier 2 support escalations and issue resolution, supports change management with system information
- Champions data and process governance
- Database queries/extracts using calculations, formulas, and complex commands
- Extensive experience evaluating requirements and specs for development, testing and deployment
- Hands on configuration of application(s), evaluating impact and supporting releases, patches, upgrades and enhancements across several technologies including Oracle Finance cloud, Lease Accelerator, OneStream, Hyperion, Blackline, Concur, Coupa, Kyriba, OneSource.
- Extensive technical knowledge of database (SQL/MS Access), Interfaces (Crystal/SSRS/RRDL)
- Collaborate with HCM support team to manage ERP Oracle Cloud release
III. Supervisory Responsibilities
Responsible for management of at least one direct report and is considered a leader on the Finance Tech team giving direction and feedback to members
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
Manager, Application Support 3
A. Education and Experience
Education: Bachelor’s Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and 5 years of relevant work experience.
Experience: Ten (10) years of Finance Technology support experience, leading Service Delivery and managing vendor relationships (in addition to education requirement)
B. Certificates, Licenses, Registrations or Other Requirements
None required
C. Other Knowledge, Skills or Abilities Required
• Operations / business / financial knowledge: Strong understanding of WM’s operations and service capabilities, or an ability to become a quick study, that translates this knowledge into practical and impactful features that add value to our customers without contributing to inefficiency for the business. • Finance Technology support experience: Track record of administrative, upgrading and enhancing financial solutions. The successful candidate will have experience across several technologies including – ERP Oracle cloud, Lease Accelerator, OneStream, Hyperion, Blackline, Concur, Coupa, Kyriba, OneSource. • Impact-orientation: Strong focus on thoughtful maximization of value creation and capture, with a nose of “following the money” but recognizing that to capture value we must deliver value to our customers. Successful candidate will have a track record of meaningful and measurable customer and financial success. • ‘Can do’ & ‘imagine if’ mindset: A proactive, can-do mindset that enables independent definition and pursuit of opportunity, combined with a creative ‘what if’ persona that pushes the candidate to think out-of-the-box and venture into unproven territory. • Bold leadership: Known to be a driver of change and taking action that sometimes defies convention or runs counter to the “path of least resistance” • Collaboration: Ability to partner with stakeholders (e.g. Digital, Finance, People, Area) and other functions for the success of the Company and project focusing on the greater good of the Company, its employees and customers. • Communication: Strong oral and written communication skills, with a proven ability to synthesize and tailor complex material into simple and easily digestible content by experts and non-experts alike, including Corporate and Area stakeholders, and potentially the Senior Leadership Team. The successful candidate will have a track record of proactively speaking up and constructive dissent, where a contrarian opinion is held. • Innovative: Ability to think big and innovative and drive change across the enterprise. • Influencing: Ability to build rapport, authentic and meaningful relationships, and comfortably influencing all levels of the organization. • Dispute resolution: Ability to combine all qualities above to resolve most day-to-day disputes independently and without more senior executive support. Will
Manager, Application Support 4
need to leverage strong problem solving and troubleshooting skills with the ability to exercise mature judgment. • Value-added innovation track record: Established track record of identifying, developing and implementing novel solutions with clear impact. This includes taking calculated risks and being prone to experimenting with new concepts. • Fact and data-driven approach: Track record of relying on facts and data to drive action, as opposed to over-relying on instinct, gut feel, experience or opinion. The successful candidate will have a track record of frequently using data, absent of sampling bias, to overcome confirmation bias thereby ensuring the right decision is ultimately made even where counter intuitive. • Credibility: The successful candidate will be credible or have potential to create credibility quickly and therefore deemed capable of driving impact.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is: office setting.
- Must be available to work standard business hours, as well as be available to work non-standard hours in case of emergency (natural disasters, power outages, etc.) May need to attend afterhours calls with the offshore team.
