Senior Manager - Application Support (Change Management)

Overview: The Senior Manager – Application Support will work closely with the off-shore support manager as well as the Director of HR Technology Support to ensure that all application support requirements are being met as well as to implement and manage the following application support processes:
IT Change Management
Vendor SLA Management
Access Management
Audit/Compliance
Quality Control

IT Change Management
Research KPMGI Service Now change management capabilities and processes Define and develop Digital HR framework for change management using KPMGI Service Now Work with off-shore support manager and product leads to implement change management for all Digital HR applications

Vendor SLA Management
Work with off-shore support manager to ensure that repeatable processes exist and are followed to properly track vendor SLA and support for all Digital HR applications

Access Management
Define and develop Digital HR framework for an access management process that can be applied to all Digital HR applications Develop an application onboarding process Work with off-shore support manager to ensure that access management processes are documented, teams are trained and that processes are followed

Audit Compliance
Represent Digital HR for internal/external audits Work with product leads and off-shore support manager to ensure that audit requirements are met Work with product leads and off-shore support manager to remediate audit findings Work with product leads and off-shore support manager to ensure that all audit/compliance processes are implemented and followed

Quality Control
Collaborate with the off-shore support manager to ensure that effective quality control processes exist and are being followed Review support metrics, identify and remediate gaps in support Perform audits and spot checks to identify gaps in support

Skills:
10+ years of application support leadership experience in a global
Experience supporting global HR platforms Must be process oriented and have experience in the implementation of IT processes in a global setting Experience working with off-shore teams Experience with the implementation and management of IT change management processes in an ITSM platform (Service Now, CA Service Desk, Remedy, etc) Experience with audit/compliance processes such as access management and change management Experience with managing IT application audits and working directly with auditors Experience with assembling and delivering PowerPoint presentations to all levels of management Strong Microsoft Office apps skills (Word, Excel, PowerPoint)

Required Skills:
SERVICE LEVEL AGREEMENTS
COMPLIANCE AUDITING
APPLICATION SUPPORT
AUDIT
CHANGE MANAGEMENT