Closing date: 25th March 2016

The Desktop Applications Manager’s role is to supervise and maintain the organization’s repository of software applications through best practices and the appropriate coordination of support staff and suppliers.  The Desktop Applications Manager is also responsible for planning and coordinating the processes required for the provision of user applications and systems necessary for business operations.  This individual will apply proven communication and problem-solving skills to guide and assist the user group on issues related to the design, development, and deployment of mission-critical information and software systems.

Responsibilities

Strategy & Planning

•     Ensure that applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues.
•     Review and analyze existing applications effectiveness and efficiency, and then develop strategies for improving or leveraging these systems.
•     Cultivate and disseminate knowledge of application-usage best practices.
•     Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
•     Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
   

  Acquisition & Deployment
  

•     Research and make recommendations on software products and services in support of procurement and development efforts.
•     Evaluate, install, configure, and deploy new applications, systems software, products, and/or enhancements to existing applications throughout the enterprise.
•     Collaborate with analysts, designers, system owners, and suppliers in the testing of new software programs and applications.
•     Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
•     Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.
•     Design, develop, and install application enhancements and upgrades.
•     Coordinate feasibility studies for software and system products under consideration for purchase, and give advice based on findings.
•     Contribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas, and make the appropriate recommendations.
•     Negotiate contracts with software and service providers.
•     Liaise with company’s software suppliers for prompt rectification of any problems or emergencies.

Operational Management

•     Manage and provide direction for the application developers and suppliers in support of business operations.
•     Compile and maintain inventory of company software and systems assets and their corresponding contracts/agreements.
•     Develop and communicate training and documentation for end users, hold clinics as necessary, and other user-related activities.
•     Develop, distribute, and coordinate in-depth end-user reviews for modified and new systems or applications.
•     Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
•     Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
•     Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
•     Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
•     Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
•     Communicate application problems and issues to key stakeholders, including management, development teams, end users, and suppliers.
•     Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
•     Maintain and enhance performance of all new and existing software and applications across the organization.
•     Identify and learn appropriate software applications used and supported by the organization.
•     Coordinate with department heads to assess departmental application training needs and objectives.
•     Participate in the design, development, and delivery of software applications training programs and individual classes.
•     Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
•     Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
•     Apply diagnostic utilities to aid in troubleshooting.

Position Requirements

Formal Education & Certification

•     University degree in computer systems design or computer science, and 4-5 years equivalent work experience.

Knowledge & Experience

•     4-5 years direct experience managing applications and/or systems management.
•     Proven experience in overseeing the direction, development, and implementation of software solutions.
•     Direct, hands-on experience with automated software management tools.
•     Strong knowledge of system and software quality assurance best practices and methodologies.
•     Extensive experience with core software applications.
•     Working knowledge of network and PC operating systems.
•     Good project management skills and/or substantial exposure to project-based work structures.
•     Excellent understanding of the organization’s goals and objectives.
•     Knowledge of applicable data privacy practices and laws.

Personal Attributes

•     Excellent written and oral communication skills.
•     Excellent listening and interpersonal skills.
•     Strong customer-service orientation.
•     Ability to communicate ideas in both technical and user-friendly language.
•     Ability to conduct research into application issues and products.
•     Highly self-motivated and directed.
•     Keen attention to detail.
•     Ability to effectively prioritize and execute tasks in a high-pressure environment.
•     Experience working in a team-oriented, collaborative environment.

Work Conditions

•     40-hour on-site work week with on-call availability for some out-of-hours work.
•     Some travel may be required

This job description is only a summary of the role as it currently exists and is not exhaustive or comprehensive. The responsibilities and accountabilities might differ from those outlined and other duties, as assigned, might be part of the job.

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