IT Supervisor - San Dimas, United States - Randstad USA

Randstad USA San Dimas, United States

4 weeks ago

Full time

Description

job summary:
POSITION DEFINITION: The Information Technology Supervisor reports to the Corporate Information Technology Architecture Manager. The individual in this position has the responsibility for providing 24x7 support while ensuring the stability, integrity, and efficient operation of the Customer Information System (CIS) environment; Oracle Utilities Customer Care & Billing (CC&B). This position requires a hands-on Supervisor who leads by example, has outstanding leadership capabilities, with the ability to lead, train, develop, and motivate a team. The Supervisor serves as a liaison between the Customer Care and Billing Technical (CCBTech) team and Customer Service Center management, Operations Management, Accounting Management, and other groups within the Information Technology department as necessary to facilitate the resolution of support issues, successful rollout of new initiatives, programs, systems, and automation enhancements. The incumbent is also responsible for implementing internal controls (SOX) and procedures to ensure consistency and standardization for customer information systems.

Supervision: The incumbent supervises a team of Systems and Applications Support analysts. Key to the function is the ability of the Supervisor to provide effective leadership, including the responsibility for planning/prioritizing day-to-day work, managing the group's ticket queue, routinely evaluating employee performance, providing feedback and coaching, preparing evaluations and recommending areas for personal development and or discipline as required.

Accountability

This Supervisor must successfully coordinate the workflow and function of their team to meet overall department goals and business needs. This oversight includes, disseminating timely information to Systems and Applications Support analysts on business requirements and objectives; providing staff with ongoing coaching, skills training; and facilitating education and calibration sessions. The incumbent works in an environment of routinely sensitive and confidential issues; therefore, the person in this position must have the ability to withhold confidential information regarding internal employees and external customers. This person must be able to work independently, exercise initiative and sound judgment in the performance of the core job responsibilities of this position.

Technical/Functional Skills:

As a Supervisor over the CCBTech team, the individual must possess strong written and verbal skills to address internal customers via phone and e-mail. The individual must be organized, analytical, a capable problem-solver with the ability to manage multiple projects simultaneously and work either independently or as a member of a team. The Supervisor must also have a firm grasp of the relative software used for customer service, billing, report writing, and financial recordkeeping.

Technical Skills: o CC&B coding and development utilizing Oracle CC&B Software Development Kit

o Oracle Utilities Framework

o Reporting Tools such as Microsoft PowerBI

o MWM

o Working knowledge of Java

o Python

o SQL

o PL/SQL

o Microfocus COBOL

o Working knowledge of Linux OS

o Shell scripting

o OpenText (formerly HP Exstream)

o Automic Applications Manager

o Toad / SQL Developer

o Weblogic

Functional Skills:

Exceptional written, verbal communication, interpersonal and organizational skills, to address customers with email, letters and phone calls at all levels within the organization

Experience taking customer business requirements and developing appropriate technical solutions to meet their needs

Exceptional data analysis, correlation, process control and process improvement skills

Thorough understanding and command of the principles of coaching and feedback, with the ability to provide effective advice across a wide variety of roles, performance situations and employee personalities and learning styles

Excellent interpersonal skills with the ability to effectively motivate and inspire to higher levels of performance

Experience in developing and deploying best practices in the Information Technology function

The ability to quickly isolate root causes through analysis and problem solving skills

Skilled in facilitating continuous process improvement work teams

Ability to adapt to shifting priorities, demands, and tight timelines
location: SAN DIMAS, California
job type: Permanent
salary: $97, ,000 per year
work hours: 8am to 4pm
education: Bachelors

responsibilities:
Essential Duties and Responsibilities

This Supervisor is responsible for supporting department activities to ensure that productivity, quality and accuracy goals are met so that: Customer needs are met; Employees have the tools and information necessary to be successful in their jobs; and Business stakeholders' needs are exceeded.

Coordinates the development of applications to meet business process requirements, employ accepted change management/pilot testing procedures and retrofits application modifications if needed

Responsible for the projects complete lifecycle from project initiation through implementation

Provides user support; oversees and manages customer support issues, ensuring that 'trouble tickets' are resolved to customer satisfaction

Ensures compliance of all company policies

Plans/prioritizes day-to-day work along with longer term project activities

Manages the groups ticket queue

Sets and communicates goals and provides constructive feedback to create a high performance culture

Routinely evaluates employee performance, providing feedback and coaching, preparing evaluations and recommending areas for personal development and or discipline as required

Participates in recruiting, selecting and orientation new employees to the team

Performs others duties as assigned
qualifications:

Experience level: Manager

Minimum 10 years of experience

Education: Bachelors
skills:

Oracle (5 years of experience is preferred)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Applications accepted on ongoing basis until filled.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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