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Application Services Manager

Company: MSU Federal Credit Union
Location: East Lansing
Posted on: November 17, 2021

Job Description:

Position Summary The Application Services Manager oversees the direction and effective operation of the Application Services team and supervises the employees who provide the applications implementation, technical support and service to the Credit Union. This includes management and support of enterprise systems such as the Core Banking application and Distance Communication platform. This position ensures superior service and support for the applications used by employees of the Credit Union and is responsible for the efficient, effective operation of this area in accordance with established Credit Union policies, procedures, strategic goals, and mission. The Application Services Manager serves as the technical and business interface with credit union management and application product owners as well as plans strategic short and long term goals for the Application Services team. Work Location This position is a hybrid role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely. A schedule of expected onsite and remote work days will be discussed during the interview process. Essential Duties and Responsibilities: Application Services Manager * Responsible for the management of day-to-day operations of the Application Services team including; staffing, scheduling, and ensuring employees meet their annual training requirements and goals as well as day-to-day application support, problem resolution, and enhancement requests from throughout the Credit Union. * Responsible for mentoring and fostering the overall development of the Application Services employees, including; selection and hiring, training and ongoing development, coaching, and promotion and performance evaluation. * Monitor and follow up on tickets to ensure service delivery, especially those that are overdue or close to being overdue to ensure prompt resolution and meet service expectations. * Develop, monitor, measure, and reinforce service levels and support expectations for all application systems to ensure appropriate delivery to the Credit Union. * This role requires a diverse background in overseeing both modern cloud-based solutions as well as on-premise software. * Oversee configuration and support of the Core Banking system (Episys). Ensure service levels are upheld, system is monitored effectively, and plan for scalability and performance. * Work with Episys Product Owner Committee to explore new features and configurations in the context of the business strategy of MSUFCU. * Oversee enterprise wide platforms such as Distance Communication and Collaboration. * Oversee projects encompassing the entire project life cycle from analysis, research, and design, configuration, testing/quality assurance, documentation, deployment, maintenance, and support. * Articulate solution alternatives that best solve existing business problems. * Plan and coordinate work with internal and external teams, manage timelines and processes to achieve continual success. * Engage and motivate a team of employees, contractors, and vendors. * * Ensure there are robust procedures and processes within the Application Services team. * Oversee research for technology solutions and create proposals and project plans with employees encompassing research, analysis, feasibility, cost justification. Then oversee the selection, purchase, and implementation of said solutions or enhancements. * Ensure employees meet deadlines and deliver necessary resources on their assigned tasks for Credit Union wide projects. * Lead team meetings and conduct written and/or verbal presentations to department, management, and Credit Union staff. * Reviews and negotiates Information Technology vendor contracts for competitiveness and performs or oversees vendor due diligence as prescribed by Credit Union policy. * Ensures the Credit Union vendor applications are secure and perform within established guidelines in relation to established service levels, policies, and procedures. * Ensures team employees coordinate with vendors for the repair and maintenance, routine or otherwise, of their systems and programs. * Develop relationships with third party vendors for assigned projects, including communicating via email, phone, etc., arranging meetings, and discussing questions and requirements in order to complete assigned projects. Responsible for escalating service and audit issues and needs as necessary with vendors and internally with leadership at the Credit Union. * Oversees periodic audits of software and connections to ensure compliance with Safeguarding Member Information Standards and Procedures, Credit Union policies and to guard against unauthorized users and to prevent the introduction of any undesirable or destructive software. * Provides guidance and direction to other management and staff for special system capabilities or problems and resolutions. * Provide leadership, vision and direction to the applications organization to ensure it will contribute to the company achieving its goals. * Work with CIO and other IT leaders to develop overall IT strategy in the context of the business strategy and initiatives of MSUFCU. * Develop productive relationships with business leaders and product owners across the organization to influence how applications can enable new sources of value. * Ensure that applications processes (including those of external service providers) are conducted in line with corporate social responsibility, environmental and technical policies and applicable standards and legislation. * Manage application group personnel, developing their skills and capabilities to meet the needs of the organization, as well as building on existing recruiting capabilities and working with contract workers to address new needs and skills gaps. * Manage relationships with major vendors and service providers to ensure they cost-effectively meet the needs of the organization. * Overseeing the assessment of the technical and business fitness of the application and product portfolio and their associated costs and risks. * Working with product management, stakeholders and the application product governance council to define a prioritized set of business outcomes and application work to accomplish those outcomes within the limitations of the application budget. * Workwith stakeholders to accomplish application product work in a way that improves the business and technical fitness of the application portfolio and minimizes its ongoing support costs. * Determines action for any system problem, hardware problem, or usage problem whereby the integrity of the Credit Union networks or systems could be compromised. * Actively manages and corrects any on-going system or application problems not resolved satisfactorily or that prevent the fulfillment of Credit Union service responsibilities. * Assist with the ongoing development and testing of Information Technology disaster recovery objectives and expectations, including progress toward Credit Union service level uptime and availability goals. * Assist in the development of the operating budget for related systems and resources. * Responsible for ensuring the adequacy of system documentation and compliance with all regulatory and security controls. * Approve invoices and purchases for amounts allocated in Credit Union policy. * Coordinate and approve vacation requests, other time off, and trainings.Also approves employee's time cards. * Follows up on any adverse trends in absenteeism, tardiness, or other employee performance issues. * Participate in training activities within your department or branch and with the learning and talent development department; such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws. * Perform other duties and assist other employees, as assigned. Senior Application Services Manager: * All duties and responsibilities required of an Application Services Manager. * Independently lead the design and development of cross-functional IT projects, communicating with stakeholders and other project team members as necessary. * Assist in the ongoing development and testing of all IT disaster recovery procedures. * Lead development of annual plans and estimations for application enhancements and efficiencies; taking advantage of new releases and offerings from vendors and communicating those opportunities to the leadership of relevant business units. * Leads the development of the operating budget for the related systems and resources. * Seek out and implement process improvements that support IT department goals and increase IT department productivity and efficiency. * Independently analyze and research new and innovative products, enterprise-level Application Services, and/or processes to enhance IT and Credit Union service delivery and/or to reduce costs or improve business workflow. * Mentor Product Owners throughout the business in their leadership role with the application. * Mentor, support, and offer guidance to fellow managers on management topics such as performance management, project management, etc. * Develop relationships with community and industry partners to foster the mission of the Credit Union and the IT department. Knowledge, Skills and Abilities Required * Must be able to communicate with members, staff, and individuals in the community in a professional manner. This will require excellent written, verbal, and interpersonal communication skills along with the ability to present and explain information effectively for non-technically inclined individuals. * Exceptional listening skills and the ability to interpret/understand what someone needs even if it was not worded in the correct technical manner. * A bachelor's degree or actively pursuing a bachelor's degree at an accredited college or university. Degree concentration in computer science or a technology or business related field preferred. * Must have proven project management skills with projects of varying complexity and experience. * Familiarity with Agile Methodology and ITIL Standards. * Must be able to attend conferences, seminars, and training sessions out of the area. * Working knowledge of Microsoft systems and software, Microsoft Active Directory, and network and telecommunications design and analysis. * Working knowledge of data center systems including computer and storage equipment, virtualization technologies as well as environmental controls is helpful. * Work requires the ability to understand complex computer and network system operations. This understanding involves the computer operating systems as well as numerous user programs and applications. * Experience with Episys core banking software preferred. * Experience as a Business Analyst or IT Consultant preferred. * Requires an analytical mind and problem solving skills. * Must be available outside of normal business hours to assist in recovery in the event of a failure or outage of a critical Credit Union system. * Exhibit calmness and clarity of thought while under pressure. * The ability to lead, enable and motivate teams by providing advice and guidance in a nonjudgmental fashion. * Openness to, and the ability to deal with, rapid change in business needs, processes and technologies. * Multi-task orientation to handle and manage a number of projects at once while remaining flexible to changing requirements and priorities. * Ability to meet deadlines in a timely manner and collaborate effectively in teams with all levels of the organization. * Familiarity with credit union industry operations, needs, and challenges. Experience working in a credit union technology department preferred. * Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all employees. * Keen understanding of security risks and evangelize the importance of following security procedures. Senior Application Services Manager: * All knowledge, skills, and abilities required of a Application Services Manager. * Highly organized and have superior analytical problem solving skills. * Ability to determine a business need and provide a temporary solution in the midst of a larger problem resolution. * Advanced knowledge of Agile Methodology and comfort with applying ITIL Standards. * Proven ability to manage enterprise level projects that impact Credit Union processes, employees, and members. * Strong ability to thoroughly evaluate vendors and/or software tools for fit with Credit Union strategies and objectives in accordance with Credit Union Vendor Due Diligence processes. * Strong knowledge of principles, methods, and techniques used in all phases of installation, administration, and maintenance of IT and business systems. * Strong knowledge of Credit Union rules, regulations, policies and procedures as they relate to IT. * Ability to recommend and help develop strategies for future direction of Credit Union applications and endpoint systems. * Proven ability as an effective change champion for IT and organization wide technology related or assisted changes. Physical Demands and Work Environment * May be required to remain in a stationary position for an extended period of time. * Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage. * Frequently needs to move about inside or outside of an office area * Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure * Frequently moves equipment or materials weighing up to 50 pounds for transport between areas of buildings. * This position is able to work in hybrid or onsite working arrangements

Keywords: MSU Federal Credit Union, East Lansing , Application Services Manager, Executive , East Lansing, Michigan

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