Its Lead

Description:

The Lead is responsible for supporting the Manager in delivering one or more
project/program/operational plans. The Lead is also responsible for oversight of the delivery of the
services to ensure value is being delivered and that there is a focus on continual improvement. As
part of this role, the Lead acts as a subject matter expert and may take on more complex work in
developing plans and deliverables, deploying resources, and interacting with key internal partners.
Subject matter expertise includes applications management for corporate applications, including
applications that are either in an on-premises or Software-as-a-Service (SaaS) environment.

DUTIES:
Under the general direction of the designated supervisor, and working within a team structure, this
position is responsible for:

Providing day-to-day subject matter technical and procedural expertise to the enterprise
applications team for 2nd level support functions, such as incidents, requests, and problem
management, by closely working with the ITS Service Desk, and other internal ITS teams
requiring multi-department involvement.

Coordinating the work of the applications team including prioritizing, scheduling and
assigning work, training staff, providing direction and monitoring work for excellence in
service delivery.

Directing staff including setting performance standards and providing verbal input to
performance appraisals

Acting as a single point of contact for applications team for escalations, provide guidance
and quality control for technical and procedural questions

Working with the applications team to ensure that applications are maintained with latest
upgrades & fixes

Proactively communicating the status, plan of action(s), and resolution(s) of problems
Monitoring and reporting the performance of application components against KPIs,

including SLAs, and taking pre-emptive measures to minimize interruptions
Evaluating new applications to determine whether their applicability aligns with the

businesses needs
In partnership with the Manager, identifying opportunities and recommending solutions for

improving the overall application portfolio health by assessing overall effectiveness and
efficiency and delivering and implementing approved recommendations.

Leading applications initiatives such as upgrades well as changes and complex problem
management, requiring multi-department involvement.

Working with the Enterprise Project Management office and other ITS teams to plan,
schedule and execute on application deployments for enterprise-wide projects.

Actively participate in working with vendors for application selection, enhancements and
on-going support as well as management of SaaS deliverables and accountabilities

Enabling asset management practices to ensure an accurate account of applications,
lifecycle costs, and risks in order to optimize spending and support lifecycle management
and strategic decision-making.

Participating in and/or lead various committees and project teams by working with the

business to ensure ongoing review and understanding of business directions and needs
and to ensure the alignment of applications directions with current and future
organizational needs.

Ensuring applications documentation, support procedures, and user manuals for
applications upgrades, as well as new projects is maintained.

Coordinating the development, maintenance, and evolution of application roadmaps.
Producing and analyzing Service level reports

Evening, weekend and callback work may be required