Techno Functional Application Support Lead
The Hackett Group · United States
Identified candidate will act as a team lead providing production support for Workforce Software Time, Scheduling, and Attendance modules. The lead will be responsible for managing and assigning incoming tickets for the global support team, identifying technical solutions for logged issues, enforcing the client specific support process, providing outstanding communication and status updates, creating a trusted partner relationship with the client contacts, and conducting impact analysis for release updates along with testing recommendations and oversight.
The techno functional SME will possess deep knowledge in the areas of Time, Scheduling, and Attendance and be able to offer technical system solutions and also address interim workarounds. This role requires leadership to ensure the team has a balanced workload and verify that all tickets are progressing according to priority and SLA.
The candidate will fill many hats including 1) an individual contributor progressing assigned highly complex tickets 2) team manager responsible for mentoring and growing resources in his/her assigned pod 3) client advisor providing strategic and tactical guidance for related Oracle solutions and 4) Lead of small or medium scale cyclical or one-time project efforts.
Candidate will have the ability to interact with a global support team of functional leaders, business partners, technical experts, client levels from end user to Apps Mgmt on day-to-day production support, enhancements, periodic releases- upgrade impact analysis, testing, issue resolution and strategic planning. He / She will work collaboratively with and where needed direct the work of Onshore, Nearshore, and Offshore Support teams which include Rollout, Upgrades, Development and primarily day to day Support.
Responsibilities:
- Production support project experience – understanding the support ticket lifecycle, deployment process, Upgrades testing etc.
- Effectively engage with global staff and clients in a variety of timezones
- Overall 8+ years of WFS implementation and/or support experience in all 3 module areas: Time, Scheduling, and Attendance
- Responsible for resolving production tickets, patch testing, change requests, cyclical maintenance activities and campaigns, small to medium scale projects. Must be able to gather detailed requirements, conduct detailed and complex analysis and communicate problem statements and findings in a clear and concise manner.
- Must be able to assign and direct staff workload to ensure team is fully utilized and provide high quality support
- Act as a mentor and coach to train support staff on both system technical and functional solutions as well as soft-skills like written and verbal communication
- Responsible to keep up to date on Oracle innovations and present impact analysis or recommendations to clients.
- Working collaboratively to manage the System Admin and Security functions designated following procedure to enforce all security protocols.
- Should be able to perform Unit test all high level functionality including staging test scenarios and do Unit test all technical objects prior to delivery to client by documenting test results.
- Ability to develop SOPs for all support processes
- Ability to analyze and resolve technical queries during tickets resolution by providing functional and technical guidance to support team.
- Should be able to establish or enhance existing support processes to ensure best practice adherence by the support team including a periodic release impact analysis and testing approach as well a change management/deployment play book
Essential Skills
- Must have deep experience in creating and editing complex policies
- Must have an thorough understanding of Job Scheduling features in addition to Time and Attendance
- Must qualify for SuperUser Access per WFS certification requirements
- Willing to work on challenging production support projects
- Must have efficient and effective communication skills both written and verbal and be able to comfortably engage directly with clients on detailed technical discussion
- Experience in working with Onshore/NSA/Offshore model.
- Experience with Security and granting access
- Experience with complex deployment process and quality assurance.
- Communication skills must be excellent.
- Must be willing to work after hours on Sev1/P1 issues as they come in
Preferred Skills
- Familiarity with ITIL methodology
- Have exposure to WFS reporting tools/Crystal Report development
- Have exposure to interface development
- Should understand business objectives and organization structure.
- The candidate must have strong work ethics, trustworthiness and self-confidence.
- The candidate should work accurately with good attention to detail by maintaining confidentiality and integrity.
- Ability to work under pressure to achieve the multiple daily deadlines for client deliverables, with a mature approach
- Should possess good interpersonal and communication skills.
- Should have a positive attitude.
- Ability to quickly learn and train others on new technologies
- Must be interested in the collective team’s success and willing to support others where needed