About our Client
We are looking for an Application Support Manager for an industry leader within the IT industry, located in Wichita, KS.
About the Role
Responsible for the planning, management, execution, and the successful delivery of support services related to production support for ServiceNow
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)
Responsible for project risk management (risk management planning/identification, qualitative/quantitative risk analysis, risk response planning, risk monitoring and control)
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
Requirements
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
PMP Certification
Excellent leadership, analytical, organizational, and communication skills
Ability to multi-task
Experience in project development life cycle
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
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