Lead Specialist - IT 3rd Party Application Support

Information Technology
1910002906 Requisition #
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Summary: The primary role of the 3rd Party Applications Lead is to provide wide range of IT support for non-enterprise applications while interfacing with business application owners on a day to day basis.

Essential Duties & Responsibilities:

In addition to the below core responsibilities, the Lead position has the following responsibilities:

  • Viewed as technical lead. Depth and breadth in technical knowledge spans across several disciplines.

  • Undertakes complex projects requiring additional specialized technical knowledge.  

    • Makes well-thought out decisions on complex or ambiguous IT issues. 
    • Ensures complex IT solutions are successfully implemented.
    • Establishes and sets the direction for IT standards, best practices, and processes.
  • Technical leader. 

    • Acts as a resource for direction, training, and guidance for less experienced staff.  
    • Monitors project schedule.  
    • Coordinates with users to determine requirements. 
    • May be assigned a group to supervise for a specified period of time to assess supervisory potential.
  • Routinely reports project status to Manager. 

    • Works with considerable independence in their discipline.  
    • Makes and implements project-related decisions.  
    • May write proposals and estimate projects.  
    • May have responsibility for large projects or multiple small to medium projects. 
    • Monitors IT implementations to ensure efficiency.
  • Core Responsibilities: This position will coordinate with customers and managers to understand business requirements and support 3rd Party applications and provide 3rd Party solutions aligned with requirements. Responsibilities will include, but are not limited to:

  • Providing day-to-day support of 3rd Party Applications software in a highly collaborative team environment.  Responsibilities include:
    • New systems configuration and rollout
    • Interfaces between 3rd party systems in-house systems
    • Coordination of bug fixes and enhancement requests
    • Translating older technology to new systems 
  • Working closely with management to research, obtain and deploy third party solutions.
  • Serving as primary point of contact for third party application administration including ongoing administration and general system configuration.
  • Strong interpersonal and team skills including the ability to positively interface with vendors and contractors, IT, user management, and peers.
  • Providing front-line response to problems related to user difficulties with third party application systems.
  • Ensuring customer satisfaction by responding to telephone calls, emails and personal requests for technical support from internal personnel in a timely manner.
  • Conduct individual or group training sessions regarding third party solutions and related tools for internal employees. Provide hands-on demonstrations, lectures and written materials.
  • Documenting IT departmental third party solution processes on an ongoing basis.
  • Working directly with users to discover and understand their needs and with IT personnel to translate those needs into effective system solutions.
  • Staying abreast of related technology and recommend future system enhancements, software purchases or system upgrades.
  • Providing technical input to assist in development of project plans through detailed work breakdown structures and timeline estimations 
  • Providing timely support to requests reported by the customers
  • Ensuring customer change requests are completed in a timely manner
  • Ensuring support issues receive proper level of attention and communication
  • Sharing knowledge with other team members assisting in their growth and development.
  • Providing higher levels of testing to changes prior to submitting to the customer.
  • Providing timely updates of existing workload for communication to manager and customer
  • Maintaining adherence to all SOX procedures and mandated regulations
  • Actively participating in team and customer meetings
  • Additional duties as assigned.

Requirements: Education and/or Experience, Knowledge, Skills & Abilities: 

  • Bachelor’s degree, Computer Science or IT business related, or additional equivalent experience.
  • 8+ years related work experience with a record of increasing responsibilities.
  • Microsoft SQL and Microsoft SQL Server Management
  • Above average troubleshooting skills.
  • Strong interpersonal and team skills including the ability to positively interface with vendors and contractors, IT, user management, and peers.
  • Able to gather and document detailed requirements through customer interviews and systems analysis to qualify and quantify purchased applications or new development projects.
  • Good organization skills with ability to prioritize and handle multiple tasks and projects concurrently while achieving deadlines and effectively communicating project status.
  • Be a proactive, solution-oriented self-starter with the ability to quickly assemble the big picture.
  • Possess a strong sense of urgency.
  • Effective oral and written communication skills, including strong technical communications skills to effectively interface with both Operations and IT Personnel.  Must be able to translate technical solutions into business solutions.
  • Good analytical and problem-solving skills including crisis management and resolution.

Preferred Qualifications:

  • Gas industry knowledge and experience

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

1. Usually, normal office working conditions.

2. Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.

3. Occasional overnight travel may be required.

4. Occasional visits to industrial/manufacturing settings which may include hazardous materials and chemicals, as well as extreme temperature conditions and loud machinery, and require appropriate personal protective equipment.



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