Senior Manager, App Dev & Support at Conduent in Chicago, IL

Conduent

๐Ÿ“Œ Chicago, IL
๐Ÿ•‘ November 10, 2020
๐Ÿท๏ธ OTHER
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Senior Manager, App Dev & Support

About Conduent.
Conduent delivers mission-critical ?services and solutions on behalf of businesses and governments - creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It's why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward. Conduent's differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all ?insured patients?
in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through ?toll systems daily. Conduent's solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.

Job Description

We are seeking an exceptional Senior Support Manager, with demonstrated experience building Support and Operations teams, leading through change and high growth companies as well as passion for the customer. Reporting to the Technology GM, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways Support can enhance customer experience.
+ This Sr. Manager is accountable for building and leading a team of Level 3 and Dev Ops teams supporting the portfolio.
+ In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
+ Daily Duties Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
+ People management responsibilities, including recruiting, career development, performance management Identify patterns and trends in tickets to resolve issues holistically Root cause analysis Advocate/manage needed changes in product Manage to KPIs, including quality, process and procedures
+ Leading, mentoring and coaching the rest of the Support team
+ Partner with engineering and product management to manage critical situations and incidents proactively and reactively Act as On
- Call Support leader or escalation contact
+

Basic Qualifications

Minimum 5-7 years' experience in managing IT or Support organizations with Healthcare experience.
+ Bachelor's degree or deep, relevant technical experience Demonstrated considerable understanding of enterprise software implementations and SaaS technologies.
+ Ability to monitor and manage the Support queues ensuring there is minimal backlog and identify brewing client escalations proactively.
+ Experience managing up to ensure executive teams are aware.
+ Ability to make sound judgment decisions Know when to escalate and ask for help Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.
+ Proven track record of mentoring other Support leaders Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions Demonstrated ability to translate complex customer needs into actionable/attainable plans
+ Ability to attract, retain and develop a high-performing team of highly technical Support Engineers
+ Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.
+ Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
+ Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
+ Ability to synthesize data and analytics to formulate sound program objectives and goals
+ Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done
+ Passion for building diverse teams and providing an inclusive environment

Qualifications

+ Bachelor's degree in Computer Science or related field
+ 4-6 years of previous Support/Operations Team management and/or project management experience, (Solid understanding of project management principles preferred), preferably in Healthcare Industry
+ 8-10 years of experience in information systems operations environment in systems analysis,support or development, preferably in Healthcare Industry
+ Advanced knowledge of software development lifecycle & iTIL
+ Demonstrated ability to coordinate cross-functional work teams toward task completion
+ Demonstrated effective leadership and analytical skills
+ Advanced written and verbal communication skills are a must
+ ITIL Certification preferred
+ General PC knowledge including Microsoft Office expert level knowledge of Excel, working Knowledge of Access
+ Knowledge in working with .Net and Angular based technology products. Cache DB knowledge would be preferable. Closing.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

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Job Expires: December 10, 2020

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