application support manager

Vontier

<div>INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)
The Applications Support Manager for MDBS will lead the support, maintenance, and continuous improvement of MDBS &mdash; the sales and franchise operations application used by Matco franchisees. This role is responsible for ensuring high availability, excellent user experience, timely incident resolution, effective change management, and close collaboration with product, development, and franchise stakeholders to maximize system reliability and business value.
This is an on-site role located in Stow, Ohio.
Key responsibilities<ul><li>
Lead and manage the day-to-day application support team that provides Tier 1&ndash;3 support for MDBS used by Matco franchise owners, technicians, and franchise operations staff.</li><li>
Serve as primary escalation point for critical incidents affecting franchise sales, ordering, pricing, commissions, and reporting; coordinate incident response and communicate status to stakeholders.</li><li>
Track, prioritize, and oversee resolution of support tickets and defects using the ticketing system; ensure SLA and KPI targets are met.</li><li>
Own operational procedures for deployment, maintenance windows, backups, monitoring, and rollback for MDBS updates.</li><li>
Collaborate with product managers, business analysts, and franchise operations to translate business requirements into supportable changes and to validate fixes.</li><li>
Manage integrations between MDBS and third-party systems (POS, ERP, payment processors, inventory systems) and work with integration partners to resolve issues.</li><li>
Establish and maintain runbooks, knowledge base articles, troubleshooting guides, and training materials geared to franchise users and support staff.</li><li>
Implement and maintain monitoring, alerting, and observability around MDBS application health, performance, and usage trends.</li><li>
Drive continuous improvement initiatives to reduce incident volume, mean time to resolution (MTTR), and recurring defects.</li><li>
Plan and manage on-call rotations, after-hours support, and incident postmortems; drive remediation and prevention actions.</li><li>
Manage vendor relationships for SaaS components, hosting, or third-party modules used by MDBS; evaluate vendor performance and escalations.</li><li>
Hire, coach, and develop support team members; conduct performance reviews and set team goals.</li><li>
Ensure compliance with relevant data security, privacy, and franchise contractual obligations.</li><li>
Provide regular reporting and dashboards to senior leadership on system health, ticket trends, release readiness, and improvement initiatives.</li></ul>
WHO YOU ARE (Qualifications)
Required qualifications and experience<ul><li>
8+ years of experience in applications support, application management, or technical operations, including at least 5 years in a people-leadership role.</li><li>
Hands-on experience supporting business-critical sales or franchise management systems, ideally in retail, distribution, or franchise networks.</li><li>
Solid understanding of application architectures, integrations (APIs, ETL), databases (SQL), and web/mobile application support.</li><li>
Experience with incident management, change control, release management, and ITIL or similar operational frameworks.</li><li>
Proven ability to lead cross-functional incident response and communicate effectively with technical and non-technical stakeholders, including franchise owners.</li><li>
Strong analytical and problem-solving skills; ability to triage complex issues under pressure.</li><li>
Experience with monitoring and observability tools (e.g., New Relic, Datadog, Splunk) and ticketing/ITSM tools (e.g., Jira Service Management, ServiceNow).</li><li>
Excellent customer service orientation, with demonstrated ability to build trust with franchise partners and internal stakeholders.</li><li>
Bachelor&rsquo;s degree in Computer Science, Information Systems, or related field, or equivalent experience.</li></ul>
Desired skills and certifications<ul><li>
Experience with POS, order management, or commission/compensation systems.</li><li>
Familiarity with cloud hosting platforms (AWS, Azure) and CI/CD pipelines.</li><li>
Knowledge of data privacy, PCI compliance, or franchise contractual requirements.</li><li>
Certifications: ITIL Foundation, PMP or equivalent, SQL certifications, relevant vendor certifications.</li></ul>
Key performance indicators (KPIs)<ul><li>
Mean time to acknowledge and resolve incidents (MTTR).</li><li>
Percentage of incidents resolved within SLA.</li><li>
First-contact resolution rate for Tier 1 support.</li><li>
Number of recurring issues reduced per quarter.</li><li>
System uptime/availability for MDBS (target agreed with stakeholders).</li><li>
Customer satisfaction score (CSAT) from franchisee support interactions.</li><li>
Time to deploy critical fixes and quality of post-release metrics.</li></ul>
Working environment and expectations<ul><li>
Role may require occasional after-hours support and on-call rotation to handle critical incidents impacting franchise sales.</li><li>
Frequent stakeholder communication with franchise operations, product teams, and external vendors.</li><li>
Willingness to travel to regional franchise offices or meetings as needed.</li></ul>
Success profile &mdash; what success looks like in 6&ndash;12 months<ul><li>
Stabilized incident trend with a measurable reduction in repeat incidents and improved MTTR.</li><li>
Clear runbooks, knowledge base, and onboarding materials in place for franchisees and new support hires.</li><li>
Reliable monitoring and alerting configured that detect issues before they affect franchise sales.</li><li>
Strong relationships with franchise stakeholders and a predictable release/change process that minimizes disruption.</li></ul>
#LI-LP1#LI-Hybrid #LI-Onsite #findyourpath #fuelyourpassion
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant&rsquo;s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.
WHO IS MATCO 
Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes. Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit www.matcotools.com. 
 
BENEFITS 
Annual bonuses/incentives (depending on position) 
Immediate company benefits (medical, dental, vision, life, etc.) 
401k with company match 
401k defined contribution after 1 year of service 
High level of employee engagement 
Walking path and gym equipment onsite 
Food trucks on site during the summer 
Dress for your day - every day casual/jeans 
Employee discounts 
15 days vacation + 4 floating holidays + 8 paid holidays 
Paid maternity &amp; paternity leave 
Tuition reimbursement 
Student loan payment assistance 
Hybrid work environment (2 days remote) 
Annual Day of Caring for employees to volunteer 
Discounts on tools 
Annual team building events
WHO IS VONTIER 
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry. 
 
With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com 
 
At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment. 
 
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future. 
 
Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally. 
 
Together, let&rsquo;s power the way the world moves!
&quot;Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law.&quot;</div>

Applications Support Manager

Avera Health

<div>Location:
Avera Downtown Building-Sioux Falls
Worker Type:
Regular
Work Shift:
Day Shift (United States of America)
Position Highlights 
 
You Belong at Avera 
 
Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter. 
 
A Brief Overview
 
 
Assists in the implementation and support of health information systems and technology. This position is responsible for managing workflow and driving daily operations across all applications to ensure the department effectively meets all deliverables and timelines. The manager also oversees resources and their allocation within a robust support model to ensure support services exceed customer expectations.
 
 
What you will do 
 
 
<ul><li>Supervise the Application Informatics Analysts and other assigned staff while directing day-to-day operations.
</li><li>Coordinate the efforts of staff in design, installation and support of organizational system needs and timelines. Set and adjust short-term priorities, plan and schedule work based on priorities while accounting for the difficulty and requirements of the assignments and capabilities of employees.
</li><li>Ensure staff assigned to implementation teams drive planning and process discussions to clearly define system requirements and future state workflow needs.
</li><li>Develop and manage system performance standards and customer support service level agreements.
</li><li>Act as the liaison between the Avera Health IT Department, operational partners, and vendors.
</li><li>Partner with leadership in solving operational problems in addition to developing design methods and procedures to improve the efficiency, productivity, and quality of services provided.
</li><li>Responsible for evaluation of performance of applicable systems and providing timely project status reports to the leadership team.
</li><li>Partner with operations in the development of quality improvement projects as prioritized in the system.
</li><li>Assist in the development of cost-effective projects and budget management practices; manage contract development and project meetings related to third-party applications as assigned by the leadership team.
</li><li>Provides on-call support for the IT department and serve as a resource for other team members.
</li><li>Responsibilities include interviewing, hiring, developing, training, and retaining employees; planning, assigning, and leading work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
</li></ul> 
Essential Qualifications
 
 
The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.
 
 
Required Education, License/Certification, or Work Experience: 
 
 
<ul><li>1-3 years Related experience and/or training.
</li></ul> 
Preferred Education, License/Certification, or Work Experience: 
 
 
<ul><li>Bachelor's in a related field.
</li><li>Management experience.
</li><li>Five years' related experience and/or training.
</li></ul> 
Expectations and Standards 
 
 
<ul><li>Commitment to the daily application of Avera&rsquo;s mission, vision, core values, and social principles to serve patients, their families, and our community.
</li><li>Promote Avera&rsquo;s values of compassion, hospitality, and stewardship.
</li><li>Uphold Avera&rsquo;s standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
</li><li>Maintain confidentiality.
</li><li>Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
</li>Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable. 
<li>
</li></ul> 
 
Benefits You Need &amp; Then Some
Avera is proud to offer a wide range of benefits to qualifying part-time and full-time employees. We support you with opportunities to help live balanced, healthy lives. Benefits are designed to meet needs of today and into the future.
<ul><li>PTO available day 1 for eligible hires.
</li><li>Up to 5% employer matching contribution for retirement
</li><li>Career development guided by hands-on training and mentorship
</li></ul>Avera is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Veteran Status, or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-605-504-4444 or send an email to talent@avera.org .</div>

Manager - Laboratory Applications

Global-e

<div>Global-e (Nasdaq: GLBE) is the world&rsquo;s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. The chosen partner of hundreds of retailers and brands across the United States, Europe and Asia, Global-e makes selling internationally as simple as selling domestically. With Global-e, retailers and brands can increase international traffic conversion and grow sales by offering customers in over 200 destinations worldwide a seamless localized shopping experience. Our end-to-end e-commerce solutions combine best-in-class localization capabilities, big-data best-practice business intelligence models, streamlined international logistics and vast cross-border experience, enabling online retailers to sell to and from anywhere in the world and seamlessly expand their brand worldwide. Our people play the key role in our success, and we are always looking for more driven, talented and ambitious individuals to join our growing international family.
We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point.
You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.
Responsibilities<ul><li>
Manage the application support engineers, providing line management, mentoring and engagement.</li><li>
Establish work procedures and policies according to department standards.</li><li>
Set, monitor, and manage team targets to ensure KPI and SLA achievement.</li><li>
Ensure ticket queues are managed effectively across Zendesk and JIRA.</li><li>
Raise support-related concerns, issues, and improvement feedback to management.</li><li>
Promote self-service plans to reduce inbound ticket volume.</li><li>
Provide technical support to customers and serve as an escalation point both internally and externally.</li><li>
Handle any escalations that require immediate attention from management.</li><li>
Work collaboratively and cross-functionally with other departments.</li><li>
Present team performance reports and conduct team member performance evaluations.</li><li>
Maximize productivity and ensure the team is highly motivated.</li></ul> 
Requirements:
 
<ul><li>3+ years of experience in an Application Support Lead/Managerial role.</li><li>
Experience in people management and technical direction.</li><li>
Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis.</li><li>
Experience in providing services to agreed SLA's/OLA's.</li><li>
Experience in Problem and Incident Management according to ITIL standards.</li><li>
Ability to work in a fast-paced environment.</li><li>
Experience with managing root cause analysis and incident reports.</li><li>
Excellent interpersonal and communication skills.</li><li>
Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.</li><li>
Prior development experience or previous experience in an eCommerce environment is a strong advantage.</li></ul>
This is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office.
Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life</div>

Application Support Team Lead

DXC Technology

<div>Job Description:
Job Summary:
 
We are seeking an experienced L2 Application Support Leader with over 12 years of experience in application support and IBM integration technologies. The ideal candidate will lead support operations, ensure system stability, and drive continuous improvement across integration platforms, including IBM ACE, DataPower, and IIB. This role requires strong leadership skills, technical expertise, and the ability to manage critical incidents in a fast-paced environment.
Key Responsibilities:
<ul><li>Lead and manage L2 application support activities for integration platforms.
</li><li>Provide expert support for IBM integration technologies, including ACE (App Connect Enterprise), DataPower, and IIB (IBM Integration Bus).
</li><li>Monitor system performance, troubleshoot issues, and ensure high availability of applications.
</li><li>Act as the primary escalation point for complex incidents and coordinate resolution with cross-functional teams.
</li><li>Drive root cause analysis (RCA) and implement preventive measures to avoid recurring issues.
</li><li>Ensure adherence to SLAs, KPIs, and incident management processes.
</li><li>Collaborate with development, infrastructure, and business teams to enhance system performance and reliability.
</li><li>Lead and mentor a team of support engineers, fostering knowledge sharing and continuous learning.
</li><li>Maintain documentation, runbooks, and operational procedures.
</li><li>Support deployment activities and ensure smooth transitions from development to production.
</li></ul>Required Skills &amp; Qualifications:
<ul><li>12+ years of experience in application support, with a focus on enterprise integration.
</li><li>Strong hands-on experience with IBM ACE, DataPower, and IIB.
</li><li>Proven leadership experience in managing L2 support teams.
</li><li>Solid understanding of integration patterns, APIs, and middleware architecture.
</li><li>Experience in incident, problem, and change management processes (ITIL preferred).
</li><li>Strong analytical and troubleshooting skills.
</li><li>Excellent communication and stakeholder management abilities.
</li></ul>Preferred Qualifications:
<ul><li>ITIL certification or equivalent.
</li><li>Experience in banking or financial services environments.
</li><li>Familiarity with monitoring tools and automation in support operations.
</li></ul>Soft Skills:
<ul><li>Leadership and team management
</li><li>Problem-solving and decision-making
</li><li>Ability to work under pressure
</li><li>Strong communication and collaboration skills
</li></ul>At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We&rsquo;re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.</div>

IBM Integration – L2 Application Support Leader

Citi

<div><div><div>Job Req Id:</div>
<div>26949917</div>
</div><div><div>Location(s):</div>
<div>Irving, Texas, United States</div>
</div><div><div>Job Type:</div>
<div>On-Site/Resident</div>
</div><div><div>Posted:</div>
<div>Apr. 13, 2026</div></div></div>
 <div><h2 class="jobSectionHeader">Discover your future at Citi</h2>
Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you&rsquo;ll have the opportunity to grow your career, give back to your community and make a real impact.
<h2 class="jobSectionHeader">Job Overview</h2>
The Apps Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams. 
 
Responsibilities:<ul><li>
The Apps Support Intmd Analyst provides technical and business support for users of Citi Applications.</li><li>
Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.</li><li>
Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.</li><li>
Act as a liaison between users/traders, interfacing internal technology groups and vendors</li><li>
Participates in disaster recovery testing</li><li>
Participate in application releases, from development, testing and deployment into production.</li><li>
Perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.</li><li>
Considers implications of the application of technology to the current environment.</li><li>
Analyzes applications to identify risks, vulnerabilities and security issues.</li><li>
Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.</li><li>
Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.</li><li>
Exchanges ideas and information</li><li>
Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.</li><li>
Performs other duties and functions as assigned in a concise and logical manner.</li><li>
Has the ability to operate with a limited level of direct supervision.
</li><li>Can exercise independence of judgement and autonomy.
</li><li>Acts as SME to senior stakeholders and /or other team members.</li><li>
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.</li></ul>
Qualifications:<ul><li>
3-5 years' experience</li><li>
Good hands-on experience on the following</li><li>
Unix, Shell/ Python scripting</li><li>
Oracle, Oracle Golden Gate and Mongo DB</li><li><div>
Hands-on experience or strong exposure preferred with:</div><ul><li>Monitoring and observability tools: ITRS Geneos, AppDynamics, ELK, Grafana</li><li>Messaging technologies: Kafka, TIBCO EMS</li><li>Container platforms: OpenShift</li></ul></li></ul><div></div>
Education:<ul><li>
Bachelor&rsquo;s/University degree or equivalent experience</li></ul>
-
Job Family Group:
Technology
-
Job Family:
Applications Support
-
Time Type:
Full time
-
Primary Location:
Irving Texas United States
-
Primary Location Full Time Salary Range:
$76 230,00 - $106 370,00 
In addition to salary, Citi&rsquo;s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental &amp; vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
-
Most Relevant Skills
Please see the requirements listed above.
-
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
-
Anticipated Posting Close Date:
abr 20, 2026
-
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. 
 
View Citi&rsquo;s EEO Policy Statement and the Know Your Rights poster.</div>

Applications Support - Officer

City of Garland, TX

<div>Summary
The Information Systems Supervisor is responsible for overseeing the enterprise software support team and ensuring that end users receive timely and effective assistance. This role manages all processes related to identifying, prioritizing, and resolving help requests, including the monitoring, tracking, and coordination of support activities. In addition, the Supervisor provides direct, hands-on support at the desktop level to assist with problem resolution.
The Supervisor also plays a proactive role in guiding departments to stay current with supported software versions, ensuring systems remain secure, reliable, and aligned with organizational standards.
Pay Range: $92,690.00 - 125,156.98 (Depending on qualifications and experience)
Essential Duties and Responsibilities<ul><li>
Provide leadership to the Enterprise Support team, including performance management and coaching.</li><li>
Provide technical expertise and mentorship to lower-level Analysts.</li><li>
Guide City departments in staying current with supported software versions and plan for new releases.</li><li>
Oversee enterprise software support to ensure end users receive timely and effective assistance.</li><li>
Manage processes for identifying, prioritizing, and resolving end user help requests, including monitoring, tracking, and coordinating support activities.</li><li>
Provide direct, hands-on support at the desktop level when required.</li><li>
Train staff and end users on enterprise applications, features, and best practices.</li><li>
Research, test, analyze, and repair complex software issues.</li><li>
Collaborate with internal teams and vendors to analyze support issues, coordinate resources, and implement resolutions.</li><li>
Install new releases of supported software and maintain supporting documentation.</li><li>
Analyze new software requests from City departments and make recommendations.</li><li>
Design and develop support applications to enhance service delivery.</li><li>
Other duties may be assigned.</li></ul>
Minimum Qualifications
Education &amp; Experience<ul><li>
Associate&rsquo;s degree in Information Technology discipline</li><li>
7 years related experience</li></ul>
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred Qualifications
Education &amp; Experience<ul><li>
Bachelor&rsquo;s degree in computer science, Management Information Systems or related area of study</li><li>
7 - 10 years experience with application support, relational databases and customer service interface</li><li>
Competent with implementing, enhancing and operation support Workday (HCM and Financials), Salesforce, and Tyler Systems.</li></ul>
Knowledge, Skills &amp; Abilities<ul><li>
Solid relationship management and performance management skills.</li><li>
Ability to motivate and direct staff members and subordinates.</li><li>
Strong understanding of the organization&rsquo;s goals and objectives.</li><li>
Advanced knowledge of Microsoft Office applications</li><li>
Advanced knowledge and experience supporting software applications</li><li>
Skill in report design and queries for assigned applications Familiarity Structured Query Language (SQL)</li><li>
Ability to research and document workflow</li><li>
Skill in interpreting technical diagrams and procedures</li><li>
Ability to research issues and develop solutions</li><li>
Ability to explain technical concepts in non-technical terms</li><li>
Experience working in a team-oriented, collaborative environment.</li></ul>
Licenses and Certifications<ul><li>
Valid Class C Texas driver's license</li></ul>
Physical Requirements / Work Environment
The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.</div>

Information Systems Supervisor

SSC HR Solutions

<div>
 <ul>
 <li>
 BASIC FUNCTION:
 
 
 </li>
 </ul>
 Represeting the first line of support in relation to banking applications and solutions , responsible to provide the optimum support and guidance to end users acorss all bank's dpertment to optimize usability of information systems and SLA/OLA and increase the percentage of system avilability and stability .
 
 
 <ul>
 <li>
 WORK PERFORMED &amp; MAJOR DUTIES:
 </li>
 <li>
 To assist end users in solving their problems &amp; challenges related to varius banking applications and solutions as agreed SLA
 </li>
 <li>
 To support and conmtripute in supporting bank's clients in relation to self servcies and digital channles
 </li>
 <li>
 Resolve operational applications problems reported by the end user
 </li>
 <li>
 To monitor system avilability and data entigrity and report errors and inconsistencies and do the needfull escalations
 </li>
 <li>
 To provide technical support for all areas of Material business. This includes ( Core banking , digital applications , other banking and buiness appilcations
 </li>
 <li>
 , software support, end user training , assist in preparation of add-hoc reporting and regulatory reporting ....)
 </li>
 <li>
 Perform setup and congiguration related to corporate internet banking and B2B customers
 </li>
 <li>
 Ensures efficient use of applications and business solutions
 </li>
 <li>
 Assist in preparing training programs for end users for banking application and new implemntations
 </li>
 <li>
 Assist employee analyzing &amp; solving their application problems
 </li>
 <li>
 Receive user calls &amp; Request for assistance, and log them in IT Help Disk systems
 </li>
 <li>
 Escalate reported problems to responsible team within IT (Development team, networking, operation ... (
 </li>
 <li>
 Preparing incedent reports for reported problems/occurance and escalate to application support senior manager
 </li>
 <li>
 Reports applications problems and quries to related vendors through vendor help disk systems and follow up obtaiing solutions/system patches
 </li>
 <li>
 Assist in testing and deployemnt applications proplems fixes
 </li>
 <li>
 Monetoring software vendors performance accoring to SLA and support agreemnts and report any breaches or delay in resolutions to application support senior manager
 </li>
 <li>
 WORK CONTACTS:
 </li>
 <li>
 Has a frequent contact with various bank users to resolve reported proplems and occurances
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 Has frequent contacts with external organizations who have electronic data transfer with the Bank (e.g. SWIFT, Master Card, Knet, ministries, etc..), other Banks and vendors
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 Has frequent contacts with vendors and service providers to respolve reported proplems or service outage
 
 
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 </ul>
 
 Requirements
 
 
 
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 FREEDOM TO ACT:
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 Suggest solutions to resolve reported problems and improve automated internal controls
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 Reports to IT applications Senior Manager
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 Taking the appropriate immediate procedures to solve end user real time problems
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 MINIMUM REQUIREMENTS (EDUCATION-EXPERIENCE-SKILLS):
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 University Degree in Computer Science, Business, Banking, or equivalent
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 0-2 year experience in related work field
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 Knowledge of banking user and application systems
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 Proficient with usage of standard diagnostic and testing of software tools
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 Excellent English and Arabic communication skills, both verbal and written, and interpersonal skills to work in a multi-disciplinary and multicultural environment
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 <li>
 The ability to work under stress and beyond office hours to meet projected deadlines and milestones
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 <li>
 Able to work independently and within a team-spirited environment
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 </ul>
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Banking Application Support Senior Clerk

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