Application Support Manager

The Opportunity:

Edsembli is seeking a seasoned professional to join their team as Application Support Manager. The company is a specialized software solutions vendor that provides back-office IT services (similar in scope to ERP-type services) to the K-12 education sector.  It serves over 1.7-million students across North America, providing a suite of services for school administration and student information systems.

This role provides the opportunity to:

  • Join a small, talented and driven Software as a Service product company
  • Build a foundation for long-term career growth in a growing, entrepreneurial IT firm
  • Lead the various Support & non-Support teams to identify and validate software functional requirements with the Customer

The Company:

Edsembli has a long history of providing school boards and districts with productive and cost-effective enterprise technology. With offerings that include Student Information Systems (SIS) as well as Human Resources & Payroll (HRP), and Finance (FIN) modules, the company delivers a complete back office IT solution to schools as they seek to access and share information, deliver efficiencies and make better administrative decisions.

Responsibilities:

  • Manage Application Support Analysts across the Integrated Finance, Human Resource/Payroll and Student Information Systems Applications with the sponsorship of the Client
  • Manage Support processes within the Agreement with the Client
  • Software Change Management – work with development team to ensure both Applications are synchronized to a pre-determined release schedule as agreed upon with the Client 
  • Client Reporting – monthly, quarterly, and annual Schedule 
  • Lead the various Support & non-Support teams to identify and validate software functional requirements with the Customer
  • Ensure Client and End User issues are documented and communicated, with recommendations for workarounds or to escalate with the Client; working with Client, End Users, Support Staff & Management Services for a resolution
  • Ensure Documentation including User, Technical & Software Releases are maintained and kept current 
  • Validate & Lead the assembly and distribution of the software releases and patches for the Client’s end users
  • Validate & Lead in the identification and definition of application deployment and release management, including checklists, deployment procedures and requirements. 
  • Manage relationships with delivery teams and 3rd party partners through regular service delivery reviews
  • Drive and manage a highly effective operations environment covering change management, production implementation, compliance and audit reviews, and business continuity
  • Ensure scheduled changes take place with proper testing, monitoring and implementation, at minimal business risk
  • Work with Management Services & technology partners to ensure environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements
  • Understand and identify opportunities to improve support costs (people, infrastructure, applications) 
  • Work with Cloud Operations Lead on project and technical interface integration to ensure efficient operations and high-quality client support and service.
  • Work with Cloud Operations lead for effective monitor and coordinating operating schedules and priorities for all application-related incidents to ensure effective and efficient operations support and maintenance.
  • Focus on process improvements to lower operational, reputational and proprietary risks
  • Follow process management discipline for change management of all systems managed  
  • Continuously improve delivery promptness while balancing quality and price 
  • Provide coaching, development, succession, recruitment, resource management, team leadership, input into performance and development plans for the Support Group 

Required Qualifications:

  • Undergraduate Degree in Mathematics, Computer Science or Applied Sciences
    Graduate Degree Preferred in Business or a Technical Discipline
  • 7 to 10+ years relevant experience 
  • Excellent verbal and written English communications skills
  • Strong analytical and problem-solving skills
  • 7+ years demonstrated experience managing cross-disciplinary teams
  • Experience leading Development & Support teams
  • Experience with the Systems Development Life Cycle
  • Experience with ERP systems with Integrated Finance & Human Resource/Payroll Applications
  • Implemented or Supported ERP systems including Peoplesoft, JD Edwards, SAGE, SAP or Oracle 
  • Ideal Candidate would have:
    • 7+ years of technical project management experience and managing teams (through delivery)
    • Managing teams in a Microsoft C# Development and team services environment
    • ITIL Certified 
  • Proven experience of successfully delivering high quality integrated solutions in high pressure, structured environments using standard project management techniques and disciplines 
  • Managed multiple teams and/or projects with increasing degree of complexity and broad scope across several Industry Segments
  • Ability to work with the Client to provide both leadership and technical guidance, set targets and objectives for the Support Group and to deliver results
  • Experienced in managing the Client with respect to problem resolution, plans and strategies for operational improvement 
  • Interest and drive to enhance knowledge/expertise by staying abreast of industry and business trends
  • Commitment to ensuring a close relationship is maintained with the Client to keep informed of their compliance & support needs & direction

Nice to Have Skills 

  • Working knowledge of MS SQL Server Reporting Services (SSRS) and/or comparable SQL-compliant Reporting Tools
  • Experience on technical help desk using automated service request/ticketing system would be an asset
  • Experience developing within a team environment 
  • Agile Methodology awareness
  • Bilingual (French/English) is a strong positive.

Apply Today

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