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Production Support Manager
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Overview
Job Description
As a Production Support Manager, you will be responsible for the following:
- Oversees investigation and resolution of incoming support requests from internal and external clients for custom developed accounting / tax systems and vendor software
- Proactively communicates issues to management and development teams as needed
- Partners with implementation team to facilitate smooth transition to production support
- Manages support ticket backlog and prioritizes effectively to meet client service levels
- Owns annual maintenance calendars and responsible for execution
- Identifies trends in issues and coordinates with team to prevent future occurrences
- Owns continuous creation of, and updates to, technical and end-user support documentation
- Participates in change management and release management
To be successful, these are the skills and experience you will need:
- Bachelor’s degree in information systems, accounting, or related field required; accounting education / experience a plus
- 5+ years of experience
- Highly proficient using MS SQL and Excel; other programming languages a plus
- Demonstrable experience using Microsoft Business Intelligence technologies, such as SSRS
- Self-starter with ability to work independently with minimal supervision
- Strong analytical, problem solving, and creative thinking skills
- Excellent written, oral communication and documentation skills; able to communicate complex technical answers to non-technical people
- Customer service-oriented
- Flexible with changes in hours during busy season and able to assist after hours / on weekends if needed
You Matter - HCVT provides a variety of benefits and perks that help sustain a healthy and thriving work environment.
- Visit the Benefits section to learn more
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