Application Support Manager

Job ID
20089
Type
Regular Full-Time
Company
Fred Hutchinson Cancer Research Center
Location
US-WA-Seattle
Category
Accounting and Finance

Overview

Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutch’s pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nation’s first cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.

 

At Fred Hutch, we believe that the innovation, collaboration, and rigor that result from diversity and inclusion are critical to our mission of eliminating cancer and related diseases. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an antiracist organization.  We are committed to ensuring that all candidates hired share our commitment to diversity, antiracism, and inclusion.   


 

Financial Management Information Systems (FMIS) is an integral team within the Hutch’s Finance department providing critical links among the scientific programs, Finance, and technology professionals to maximize the value of financial business applications. Our core values in FMIS are Accountability & Responsibility, Respect, Communication, Customer Service, Results Oriented, Integrity & Professionalism.

 

The Application Support Manager will define and develop an application support practice using an ITIL framework to meet targets and expectations for customer service and support performance. The scope of the role includes a broad range of activities including providing strategic oversite of the Support Desk and managing the Application Support Team while ensuring the application support practice is constantly developing and improving.

 

Under limited supervision, the Application Support Manager will set the strategic vision for the support desk and the long-term direction of the team.  They will define targets to meet expectations for customer service and support performance.

Responsibilities

  • Effectively manage and develop application support team.
  • Develop a comprehensive onboarding process for application support team.
  • Ensure all processes used by the application support team as they relate to the support desk are thoroughly documented, consistently audited, and regularly improved.
  • Oversee all requests, incidents, and problems, acting as a point of escalation and response coordination for critical issues.
  • Identify and pursue service improvement initiatives
  • Provide comprehensive ad-hoc and monthly reports to Finance management, business customers and other stakeholders
  • Monitor and manage incoming ticket volumes identifying trends and deliver on strategies to reduce overall ticket volumes

Qualifications

  • Bachelor’s Degree in Computer Science, Engineering, Information Systems or related field; or equivalent work experience. MBA a plus
  • Proven ability to build and lead a cohesive team.
  • 5 years’ experience managing a Support/Service desk
  • 5 years’ experience managing an Application Support Team, preferably in a PeopleSoft Financials environment
  • Knowledge and understanding of best practices and industry standards for service desk management
  • ITIL certification
  • The ability to think critically about systems and make support adjustments consistently as needed
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership
  • Proven experience bridging the gap between technical and non-technical stakeholders
  • Excellent written and verbal communication skills

 

 

Fred Hutch has a mandatory COVID-19 vaccine requirement, with exceptions only for approved medical or religious accommodations.
As a condition of employment, newly hired employees must provide proof of vaccination or initiate the accommodations process before their first day of employment. 

 

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.

Our Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at hrops@fredhutch.org or by calling 206-667-4700.

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