IT Manager

The Information Technology Manager is responsible for managing all information systems and technology. Support operational improvements by evaluating and implementing improvements to information systems and technology, as well as maintenance, configuration, and upgrades of business software applications. The role will provide business support and training on productivity applications, leads proposed application integrations and interfaces, have responsibility for QA and testing of business applications, and proactively champion and drive change management activities across the organization. The Information Technology Manager will also help ensure the efficiency in the use of Information Systems and create and implement changes or improvements as needed. They will generate documentation of existing processes and improvements, and champion change management and governance by forecasting expected results of process changes, analyzing implemented changes and make further adjustments to workflow, schedules or other processes as required. They will also provide support and feedback regarding general technological issues.

Duties include, but are not limited to:

• Provide oversight and management of IT team member(s) to deliver IT and application support services.
• Act as the primary point of contact between internal teams and external vendors (Key Software and Mitel) to ensure seamless integration and operational performance.
• Monitor system performance, troubleshoot issues, and escalate concerns to vendors as needed to maintain service continuity and reliability.
• Perform needed upgrades and standard server maintenance based on established cadence and needs.
• Develop and implement data warehouse and business analytics strategy.
• Acts as a focal point for communicating related system problems within the department and collaborates with other teams and vendors on changes, fixes, and updates.
• Manages the release process for applications which includes effective department wide and end user communication.
• Negotiates resolution of conflicting requirements across departments.
• Manages delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications.
• Leads value-stream mapping exercises with customers and internal teams.
• Develops relevant metrics, measures and publishes the performance of the services provided, and enables continuous improvement activities in collaboration with peer groups.
• Works closely with all other management personnel in identifying, evaluating, selecting, and implementing specific information technologies that support the business plans and IT strategies.
• Maintains a strong understanding of technology and its application to achieve business objectives.
• Provides ongoing troubleshooting, support, and maintenance of applications, including 24/7 on call coverage as required or as otherwise arranged.

Education and/or Experience:

• Bachelor’s Degree (B.S./B.A.) in Information Technology, Computer Science, or a related discipline.
• 7+ years’ experience as a Business Applications Manager, Senior Project Manager, Quality Management, or similar role.
• Strong knowledge of SQL Server, database query design, testing and software validation processes.
• Experience in a variety of data integration technologies – ETL, flat files, XML, SOAP, etc.
• Knowledge of informational technology disciplines, e.g., software applications and interfaces, production operations, quality assurance and systems management, etc.
• Knowledge of system security (e.g. intrusion detection systems), cyber management, and data backup/recovery.

As an award-winning company, our employees are the most important force driving our continued success. We offer a challenging and supportive environment with opportunities to learn, grow, and contribute - that's why 93% of current employees would recommend NOW Courier to a friend for employment according to our annual Culture Audit.

We invite you to explore our company and bring your skills and expertise to our highly talented team of professionals who are passionate about their work. A satisfying and rewarding career with competitive compensation, comprehensive health care, 401k/profit sharing, paid time off, corporate philanthropy, employee & family events, and more is our commitment to you.

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