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Application Support Assistant Team Leader - Montvale NJ
Job Purpose: The Systems Support Team deals with Production Application Support and will be responsible for all aspects of support for business-critical systems used by Global Procurement Network and our Selling Partners globally. As the Systems Support Assistant Team Leader, you will be responsible for the day-to-day support and issue management of multiple data management/reservations systems and other associated systems along with delivery of system improvements that enhance the value of Global Procurement Network’s business systems.
Accountabilities:
Production Systems/Application Support
Objectives:
- Act as an intermediary between vendors and system users on day-to-day technical issues for all systems used by GPN
- Support and analysis of system related issues through to resolution
- Analyse workflow to maintain process maps and isolate areas of potential improvement
- Review and approve system enhancements to ensure they meet the business’ requirements
- Assist with the implementation of system enhancements across the global user base
- Critical analysis, creation and ongoing maintenance of System Documentation and reporting requirements
- After hours assistance (as required) to support users globally
Performance Measures:
- Issues responded within 24 hours and managed through to resolution
- Issue resolution within agreed SLA
Systems Testing & Release Management
Objectives:
- Assist with recommendations for all system modifications
- Maintain Documentation and assist with test cases for system modifications
- Communication with global user base on any system issues, outages and changes
Performance Measures:
- Successful and on-time delivery of bug fix/version releases
Leadership, Training, Development and Support of Team Members
Objectives:
- Effectively lead the team to achieve team results
- Train, develop and support team members
- Documentation of processes
Performance Measures:
- Monthly and quarterly key project targets
- Team KPIs met
Person Profile/Key Competencies:
Critical and analytical thinker
- Challenges established thinking, processes, or protocols with company success in mind
- Quickly and systematically analyses the root cause of work-related problems before taking corrective action
- Willingness to imagine or remain open to considering alternative perspectives, and to integrate new or revised perspectives into our ways of thinking and acting
- Is able to clearly frame a problem, identify and collect the necessary data, and make recommendations for solving the problem
- Takes complex issues or problems and breaks them down into manageable components
- Understands how data and recommendations may impact other functions and departments
- Relates problems to one another and to strategic objectives to recognises opportunities for dealing with several related problems at the same time
Makes effective decisions and embraces change
- Identifies and understands issues, problems and opportunities
- Compares data from different sources to draw conclusions and make recommendations
- Takes actions that are consistent with available facts, constraints, and probable consequences
- Accepts constructive feedback in an open fashion
Personal Leadership
- Communicates a clear, exciting and shared view of the future for GPN
- Champions change
- Leads by example
- Lives by FCL Philosophies
Customer Focus
- Commits to quality
- Focuses on customer needs
- Provides outstanding service
Partnering and Building Relationships
- Professional and friendly when dealing with colleagues, external partners and vendors
- Builds and sustains productive relationships
- Builds trust in relationships
- Lateral thinker
Excellent Communicator
- Fosters open communication
- Listens actively
- Practices information sharing
- Presents ideas & concepts logically and clearly
- Unwavering integrity and level of trust
Skills & Abilities:
Planning and time management
- Setting, managing and meeting work timelines
- Understand and work with changing priorities
- Be autonomous once set a task – as needed
- Establish and manage people’s expectations required to achieve goals
- Work to tight deadlines
Problem Solving
- High attention to detail and ability to resolve issues
- Ability to drill down and understand underlying facts
- Ability to think laterally
Excellent communication skills, both written and verbal
- Active and appropriate communication to and from the business
- Via written form – using industry approved methodologies
- Foster open communication
Strong ability to converse with both end-users and IT employees at all levels of the organisation
- To peers – knowledge sharing for a global standard
- Ability to create a consultative approach with key stakeholder groups
- Clearly communicate key business outcomes with stakeholders
- Build effective relationships
Technical skills and system knowledge
- Ability to understand and translate technical issues to business language and vice versa
- Ability to learn and use back office systems from technical and business perspective, including data management and reservations systems as well as system monitoring tools
- Ability to troubleshoot issue on back office systems
- Sound knowledge of Microsoft Office applications including Word, Excel, Project and Visio
Qualifications & Experience:
Essential
- 2+ year(s) in an environment requiring the transfer of complex information, including:
- Capture of information, active listening etc
- Dissemination of information via written communication
- Organising and chairing meetings with business representatives
- Knowledge of travel industry and travel management systems
- Exposure to travel systems such that there is an understanding of the complexities of global booking systems
Desirable
Skills & Previous experience working with systems development, release management, system testing and helpdesk support
