Manager - Business Systems Support

Exempt

This position is responsible for promoting proactive approaches using the available departmental systems to solve business needs/problems by: analyzing and leading all department related activities within the departments; diagnosing and resolving issues; documenting application configuration; ensuring continuity and successful delivery of departmental services to users throughout the organization; maintaining data integrity; planning and leading production system changes; leading software upgrades and updates; administering system security; and managing all departmental technology endeavors including computer applications, internet and intranet, to enhance the delivery of services to the organization. The key role is to apply technical knowledge to examine business needs and ensure timely and effective solutions. This position will use the knowledge of the business and Information Technology domain (e.g. technology, applications, process improvement, and change management) to become an advocate for the various departments, leading technology initiatives and ensuring the need is valid, understood and requirements met.

ESSENTIAL JOB FUNCTIONS

Lead the design and implementation of new applications, upgrades, or enhancements to current application systems. Perform project management tasks in all aspects of the Software Development Lifecycle which include; business requirements gathering, establishing project tasks/timelines/deliverables, documenting specifications and test plans, facilitating and coordinating workgroups, issue management and escalation, coordination of resources, develop go-live procedures and plans, and provide post go-live support.

Maintain awareness of departmental and corporate strategic direction and the potential impact of those plans on current and future systems. Recommend solutions to align with defined business objectives and initiatives. Identify future technology requirements, best practices, and evaluate opportunities to leverage existing technology.

Act as a liaison between internal IT as well as outside vendors and internal customers to ensure the functional users' needs are addressed. Collaborate with other Business System Analysts and departmental experts to identify new technology solutions to improve business processes and efficiency. Work with management to prepare project proposals, budgets, and business justification for implementation.

Create and manage service requests (SR's) with support vendors and manage cases throughout their respective software lifecycles in accordance with established change control policies and procedures.

Serves as subject matter expert regarding practices and structures in the various departments and their relationships to existing and new business and practices. Helps identify process improvements through changes in practice, standardization, or automation. Provide training on new applications to departments and create training materials as needed. Ensure accurate work instruction and training documentation, process mapping, and workflow diagramming is maintained.

Respond to and resolve issues that arise within the business applications and departments. At times this may involve off-hours and weekend coverage.

Develop and create applications, queries, views, reports, and analysis tools to empower management and end users to make more informed business decisions. Analyze data and work with teams to recommend automated process solutions and provide technology support in planning process changes. Provide on-going analytical reporting support.

Lead testing activities, including documenting test plans, creating and running test scripts, updating scripts and information in the company's established automated testing tools, and documenting and submitting issues to Enterprise Application development team or application vendor for correction, both during and after system changes. This includes identifying and mitigating risks to the business operations associated with software upgrades and releases.

Manage and support the maintenance and content for the departments and company's intranet and information to be provided on the company's internet. Ensure setup is aligned with various business processes and objectives.

Audit end-user data input. Develop procedures to monitor and maintain data integrity of major systems. Analyze the source of the problem for data integrity errors and determine corrective action needed.

Serve as an application administrator to establish and maintain security and user responsibilities appropriately match employee duties. Coordinate the periodic user access and responsibilities review.

Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY

None.

WORKING CONDITIONS

Generally, works a 40-hour week in an office environment. Requires some travel between LWC locations and for training and job skill enhancement. Occasionally required to provide off-hour support, including weekend coverage, and incident response.

MINIMUM QUALIFICATIONS

Bachelor's Degree preferably in Business Administration, Finance/Accounting, Information Technology, or related field; and.

Six (6) years' experience with Enterprise software applications, technology, and services such as Oracle, SAP, Microsoft, or other Enterprise Resource Planning (ERP) software packages with three (3) years' experience with operations and the technology and applications used to support them, preferably in one or more of the following: Finance, Human Resources, IT, Customer Care, and other departments; and.

Valid driver's license.

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.