Job Title

Location

Responsibilities - General

• Create, champion and implement vision for formal application management processes including identifying, developing and managing policies, procedures, templates and other documentation
• Serve as a key liaison between business stakeholders and users, technology teams and vendor(s)

Responsibilities - Incident, Problem, Change and Knowledge Management

• Act as point of contact for all production issues or requests, working with stakeholders to identify priority, and with vendors or in-house technology teams to triage, analyze and solution
• Manage to the contractual obligations with vendors, including SLAs, licenses, upgrades, maintenance, defects, and enhancements; may require creation and management of Statements of Work (SOW) for new enhancements with vendors
• Manage production defect remediation SLAs & OLAs with vendor or in-house solution providers by collecting and managing data metrics, communicating defaults, and ensuring credits are provided, where applicable
• Oversee tier 2 application-specific help desk resources, where applicable, including timely responses, resolutions, closure, and creation of knowledge management materials, as well as ensure high-level customer satisfaction rating(s) for support provided
• Become subject matter expert and create supporting documentation toolkit(s) for application/ system(s) (i.e., logical and technical landscape architecture documentation, integration documentation (APIs, ETLs, SFTPs, flat files))
• Implement and maintain documentation for system-specific user role matrices in terms of CRUD (create, read, update, and delete), segregation of duties (SOD) documentation, as well as document integration/interface and data dictionaries
• Ensure that business decisions and processes made are in compliance with Sarbanes-Oxley (SOX)
• Maintain audit documentation and comply with all internal and external audit requirements for user access and change management

Responsibilities - Business-Enablement Roadmap, Planning, Management, and Implementation

• Drive and partner with business stakeholders to define scope and priorities for application and/or system initiatives (new projects and ongoing maintenance), and ensure understanding of key business objectives to support analysis and solution definition
• Lead and participate in value stream discussions to identify the current state processes; and elicit, identify and document potential opportunities for improvements
• Manage multiple concurrent application development projects and initiatives, partnering with other OTS teams and vendor(s)
• Manage and partner with OTS teams and vendors to plan, test, and release technical upgrades and initiatives such as architectural upgrades, server patches, SSO integrations, etc.
• Create and manage full delivery lifecycle project plans, acting in a project management role, from requirements definition, development, testing, UAT, deployment, and hypercare for multiple concurrent initiatives; including tracking forecast vs actual status at the task level
• Oversee all release management tasks, including working with vendor and business users to plan, test and deploy all application releases, while driving, managing, and implementing essential SDLC methods using test environments, generating test data libraries, managing non-production defect remediation, defining and managing User Acceptance Testing (UAT), and ensuring completion of all SOX and/or internal audit required documentation
• Partner with the OTS Test Team on the management and scheduling of the non-Production environments
• Request, manage, oversee, and report on application and delivery matrixed resources and their allocations from delivery service providers (i.e., business analysis, development, testing, and end user UAT services) to ensure successful on-time delivery; including tracking forecast vs actual status at the resource level for initiatives within the application manager’s purview
• Plan, facilitate, and manage end user training with business stakeholders for new releases and upgrades where applicable, leveraging vendors and internal business partners where possible
• Foster collaboration among OTS partners to keep them informed of related projects and other OTS development requests
• Manage internal and external teams to ensure successful delivery of key application initiatives, upgrades and integrations

Required Skills & Experience

• BS degree in computer science or equivalent experience
• Minimum 10 years of demonstrated experience and proficiency in roadmap development, vendor management, and release management
• Minimum 5 years of demonstrated experience in customer technical support, with a focus on SaaS solutions and/or custom-developed in-house solutions
• Experience installing and leading the adoption of best practice processes, methods, and technologies
• Distinctive people skills with a proven track record of influencing, driving change, and stakeholder management
• Superior problem solving skills, in both ambiguous and tactical situations, and a bias for action
• Strong organization skills with ability to organize others around you
• Demonstrated flexibility and ability to perform in a dynamic environment, and comfort working in ambiguity
• Outstanding written and oral communication skills and expert meeting planning and facilitation skills

Desired Skills and Experience:

• Strong knowledge of media industry (preferably Out of Home or Broadcast/Cable/Radio)
• ITIL certification(s)
• PMP certification