JOB SUMMARY: The Applications Support Manager directs the department's operational support for each business units current and future use of information technology (IT) systems. The Application Support Manager encourages and fosters the maximum functional use of the relevant system(s) in concert with the goals of the corporation and each individual department. The incumbent prescribes and relays the courses of action that lead technical support agencies and vendors to meet the corporation's goal and objectives. The position has project management responsibility for the design, implementation and functional administration of integrated software systems for the Delaware Transit Corporation (DTC). 

ESSENTIAL FUNCTIONS:

Position Specific:

• Ensure system integrity, design, conversion of data, customizations, development of interfaces and upgrades
• Maintain and incorporate business processes into system setup and configuration
• Ensure and maintain the integrity of the daily administration of employee and corporate needs and cost effectiveness of the applications
• Ensure bundles, patches/fixes and maintenance packs are applied
• Design, develop, test and implement appropriate reports and analyses
• Design and develop training materials and courses
• Establish and maintain basic operating protocols
• Coordinate data clean-up, validation, conversion, parallel testing and evaluating system
• Oversee unit, system and parallel testing, development of acceptance criteria and establish benchmarks

Technical Skills:

• Perform needs assessments and make recommendations to projects, programs, and current training program content
• Evaluate  system functionality to determine suitability to desired outcomes
• Perform fit/gap analysis, design, documentation and table/program setup
• Understand system functionality and suitability to desired outcomes and cost/benefit analysis

Collaboration:

• Collaborate with senior staff to develop and implement strategic plans to advance innovative and efficient solutions for the department
• Collaborate with internal and external stakeholders to solicit cooperation to assess software needs and system requirements
• Work closely with technical support and business unit working groups to develop and maintain continuity of operations and report results to senior management
• Interact with transit properties, private and public-sector IT corporations and departments

Management:

• Establish goals, objectives, best practices and performance measures to support the organization¿s overall mission, goals, and values
• Manage and monitor work performance of the business unit
• May assist and monitor the collection of data in support of recommendations for departmental budget allocations
• Assist in the development and modification of short- and long-range plans
• Foster a diverse and inclusive workplace

Policies:

• Align DTC systems with policy and program initiatives
• Coordinate system compliance with all levels of regulatory agencies as required 

Compliance:

• Enforce policies and procedures in accordance with state/federal guidelines, corporate policies and collective bargaining agreements
• Perform security, application management and system audits

Performs other duties as requested by Senior Management

QUALIFICATIONS: The Application Support Managermust have a working knowledge of relational database management systems, project management planning and implementation. The incumbent must also understand collective bargaining agreements and have a strong working knowledge of state and federal mandates and reporting requirements.  Knowledgeable in the principles and practices of applicable industry standards relative to the transit industry. The Application Support Manager must also understand quantitative and qualitative methods of analysis and general auditing techniques.  The ability to manage the application of current and evolving information technology to the workload is also required.

SKILLS AND ABILITIES: Demonstrate strong motivational, time management, problem-solving and organizational skills.  Ability to set priorities and present and speak publicly. Ability to be detail-oriented. Ability to work independently under general supervision. Ability to exercise independent judgement and to keep information confidential. Ability to organize complex materials and manage multiple projects. Skills in building relationships with stakeholders. Ability to evaluate the integrity of the enterprise systems and identify potential improvements.

COMPUTER SKILLS: Demonstrated proficiency in Microsoft Office software and office systems hardware. Ability to functionally manage enterprise systems.  Proficient in analyzing, testing, and implementing automated systems. Must be familiar with the multiple software packages, queries, report writing software, Cognos, People Tools and Application Designer.

CUSTOMER SERVICE SKILLS: Strong interpersonal skills to foster teamwork and create positive connections with customers. Establish and meet goals to increase efficiency improving customer service.

MINIMUM EDUCATION AND EXPERIENCE: Bachelor¿s degree in Information Technology or related field (Masters preferred). Five (5) to eight (8) years¿ experience in application support, development and applications administration. Experience managing and supporting multiple applications in a multi-user environment. Three (3) years of experience in database management systems. A minimum of two (2) years of experience in maintaining, configuring and/or supporting a major enterprise class software system. Three (3) years¿ experience supervising staff.

REQUIRED CERTIFICATES/REGISTRATIONS: N/A

LANGUAGE SKILLS: Excellent oral and written communication skills. Ability to read, analyze, and interpret common business journals, financial reports, and legal documents. Ability to respond to inquiries from higher level management. Bilingual a plus.

MATHEMATICAL SKILLS: Ability to work with significant mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to maintain a level and appropriate business demeanor.

PHYSICAL CAPABILITIES:  The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.