Application Support Analyst
General logistic support and task coordination for large groups of remote users under guidance from myself Clear, effective communication to busy, non-technical users about the: o scope of the changes o impact of the changes o steps needed to prepare for the changes timely, concise input back to the technical implementation teams about user experiences and needs when necessary, a moderate level of technical support or ability to quickly pull in right resources to troubleshoot implementation issues clear, concise status reports suitable for executive consumption. Technologies: Mobility Office and calendaring support on iPhone, Android and BlackBerry (in depth experience not required but ability to understand and talk to technologies and process is) Office 365 (also referred to as O365) Microsoft hosted Office applications will initially leverage hosted Exchange mail server functionality with mobility connectivity. Windows 7 Rolling the Windows 7 operating system out to remote users via a process that is still being defined. Overall Job Summary: This team lead position is responsible for Front Office Application Support and IT Logistics for the Americas region. This includes: supporting the applications in use by the Sales and Marketing groups such as CRM and business intelligence tools, planning and executing IT logistics for events such as National Sales Meetings and hardware roll-outs, support for iPads within Sales and Marketing and coordination with the Operations and Infrastructure group within IT especially regarding resolution of system support issues. This position requires senior-level skills and experience with communication, planning and execution as well as team leadership. This role includes frequent interaction with Sales and Marketing internal customers at all levels of the organization and regular coordination with resources from other IT teams. Responsibilities: Delivery of high-quality Application Support for Front Office in the Americas region Planning and execution of IT Logistics for Front Office in the Americas region (e.g. National Sales Meetings, Laptop Replacements, etc.) Coordination with IT Operations and Infrastructure on support issues and IT logistics Interface with internal customers for planning, execution and support efforts Team Leadership for three member team Quality end-user support with emphasis on effective verbal and written communications Effective time management through balancing operational and production support responsibilities, ad-hoc customer requests and project-related activities and support Minimum Education Requirements: Bachelors degree in Math, Information Systems, Business Administration, Computer Science, or equivalent technical field. (Preferred Masters degree in Math, Information Systems, Business Administration, or Computer Science.) Minimum Experience Requirements: 10+ years experience (including 2-3+ years as lead) with information systems project management, implementation/deployment, support and maintenance across multiple hardware and software platforms. Experience must also demonstrate a detailed knowledge of standard automated business processes and strong interpersonal skills.
Fort Worth, TX
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