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    IT Application Manager - Columbus, United States - Safelite

    Safelite
    Safelite Columbus, United States

    2 weeks ago

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    Description

    The IT Application Manager leads a team that implements, integrates, configures, operates, and supports SaaS or COTS applications at Safelite. This role is responsible for managing projects to acquire and deploy new software, manage processes for customer requests, customer technical support, and production support. This role also leads communication with IT peers, IT leadership and business stakeholders.

    What Youll Do

    • Serve as the primary point of contact for the applications you support; establish strong business relationships with stakeholders and user groups.
    • Manage vendor contracts, engagement, and enforce SLAs for applications you support.
    • Measure and report incidents, outages, and defects for the applications you support.
    • Develop staffing and production support plans to ensure customer technical support, production operation that meets SLAs.
    • Maintain the production support run book for the application you support; and maintain all customer support processes and help content, application configuration, and integration documentation.
    • Establish monitoring and alerting tooling and procedures.
    • Manage application release cycle including software updates and patches according to vendor schedule; provide user acceptance testing for each application change.
    • Manage the backlog of customer requests, projects, and tech debt; lead configuration and development activities, and ensure quality change management.
    • Build a strong technical support team by hiring and managing associates and contractors.
    • Leverages project management tools and techniques to manage the support backlog and manage projects.
    • Provide self-service tools, reports, and help content to users.
    • Knowledgeable about the technical implementation of the applications, including integrations (data feeds, nightly batches, etc.) with other systems and data at Safelite.
    • Improve processes to deliver quality results that align with planned schedule.
    • Align processes, goals, and priorities with IT leadership and business stakeholders.
    • Manage communication about application changes and incidents.
    • Continuously improve production support (customer tickets, applications incidents/outages), vendor contracts, staffing, cost, and application integration/configuration
    • Performs other duties as assigned.
    • Complies with all policies and standards.

    What Youll Need

    • Minimum 4-6 years relevant experience.
      • Experience working in SDLC (requirements, development, testing).
      • Experience working in, and leading teams using agile/Kanban/Scrum methodology.
      • Experience with management and supervisory practices; managing others and applying management principles to practical work situations.
      • Experience managing stakeholder relationships.
      • Experience managing projects and team budgets.
    • SQL (Medium proficiency)
    • Jira and Confluence (Medium proficiency)
    • Ability to explain complex technology concepts/decisions to both technical and non-technical audiences (Medium proficiency)
    • Familiarity with IT Infrastructure Library (ITIL), and IT Asset Management (ITAM) concepts (Low proficiency)
    • Familiarity with ServiceNow or equivalent (Low proficiency)
    • Experience with the Kronos application support and system administration (preferred)

    What Youll Get

    • Competitive weekly pay and bonus opportunities.
    • A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
    • Up to $5,250 annually in tuition reimbursement.
    • View all our health, wealth, and life offerings at

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