Application Support Manager

Comtech LLC; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

A woman-owned IT solutions business located in Chicago is seeking an Application Support Manager. In this role, you will oversee a team of production support analysts, manage the delivery of ongoing support services related to ServiceNow, and act as the key liaison between stakeholders. Ideal candidates will possess a bachelor's degree, at least 5 years of application support management experience, and proficiency in Microsoft tools. PMP certification is a must, and the role involves leading project scope and quality management while fostering relationships to generate revenue.

Qualifications

• 5+ years application support management experience.
• Proficient in Microsoft Project and Microsoft Office Tools (including PowerPoint and Access).
• Previous experience with ServiceNow programming, data management, or technical networking is required.

Responsibilities

• Oversee and manage a team of production support analysts.
• Act as liaison between users, project team(s), management, and vendors.
• Troubleshoot/problem solve production issues as they arise.

Skills

Leadership

Analytical skills

Organizational skills

Communication skills

Education

Bachelor’s degree in Information Science, Computer Science, Engineering or related degree

Tools

Microsoft Project

Microsoft Office Tools

Job description

Comtech is a woman-owned small business founded in 1998 and headquartered in Reston, VA. We offer IT solutions across the disciplines of program/project management, applications development, infrastructure, Cyber security, and enterprise content/data management services. We have developed our methodologies and processes based on the IT Infrastructure Library (ITIL) v.3 Framework across enterprise infrastructure operations. These methodologies and processes are reinforced through our organization’s externally accredited certifications, which include ISO 9001:2008 Quality Management System (QMS), ISO/IEC 20000-1:2011 IT Service Management Systems (SMS, corporate ITIL certification), ISO 27001:2005 Information Security Management System (ISMS), and CMMI-DEV Level 3

Job Description

Job Title: Application Support Manager

Location: Chicago, IL

Duration: Full Time

Job Description:

Responsible for the planning, management, execution, and the successful delivery of support services related to production support for ServiceNow.

Responsibilities:

• Oversee and manage a team of production support analysts that resolve user initiated requests for change and incidents
• Act as liaison between users, project team(s), management, and vendors
• Troubleshoot/problem solve production issues as they arise
• Direct the implementation of procedures that enable continuous delivery performance
• Responsible for project scope management (initiation, scope planning/definition/verification/ change control)
• Responsible for project cost management (resource planning, cost estimating/budgeting/control)
• Responsible for project quality management (quality planning, assurance, and control)
• Responsible for project human resource management (organizational planning, staff identification, and team development)
• Responsible for project communication management (communications planning, information distribution, performance reporting, and administrative closure)
• Develop and pursue relationships and leads with the goal of increasing revenue
• Prepare project reports for management, vendors, etc.
• Analyze procedures and problems to automate processing or improve existing business systems
• Determine compatibility between existing systems and new systems
• Manage and oversee ad hoc projects as assigned
• Assimilate conflicting information and make correct decisions
• Lead proposal efforts

Qualifications

Job Qualifications:

• Bachelor’s degree in Information Science, Computer Science, Engineering or related degree, or equivalent experience
• 5+ years application support management experience
• Proficient in Microsoft Project and Microsoft Office Tools (including PowerPoint and Access)
• Previous experience with ServiceNow programming, data management, or technical networking is required
• Familiarity with server technologies, internet technologies, or enterprise project management is desired

Must Possess:

• PMP Certification
• Excellent leadership, analytical, organizational, and communication skills
• Ability to multi-task
• Experience executing projects using automated testing tools
• Experience in developing and maintaining client relationships while developing new business opportunities
• Experience with TSF
• Ability to perform requirement gathering, understand the client’s business processes, leading the prototype demonstration, and training the client.