Senior IT Manager, Solutions Support

Job Purpose and Function

The Sr IT Manager, Solutions Support proactively and holistically leads and partners with various business teams and across IT to guide the development and management of a portfolio of solutions. This individual is accountable to align Information Technology teams to the concepts and understanding of the business goals, objectives and business outcomes, business capabilities, value-streams, and business processes and their importance in the overall enterprise application landscape.

The Sr IT Manager, Solutions Support provides the necessary leadership, analysis and design tasks related to supporting the development of technology solutions to ensure that solutions meet business needs and align with architectural governance and standards. They create deliverables for managing the organization's portfolio of “as is” and “to be” solutions — including systems (applications, processes, information and technology), shared infrastructure services, and shared application services and components to enable and drive targeted business outcomes.

They will manage and provide leadership to a team of two to four Solutions Analysts responsible for supporting the technology used by the business teams. For their staff, in addition to people leadership, they will provide guidance and assistance in supporting business areas within their portfolio and serve as the primary point of escalation in support of those business areas.

• Collaborates with IT PM, Infrastructure, Support to identify recurring issues or opportunities within portfolio
• Provide documentation and training to IT Support on new systems and recurring issues
• Serve as escalation point for support tickets
• Partners with Project Manager(s) on large scale initiatives to ensure the execution of plans corresponds with what is being promised throughout the project or product lifecycle.
• Understands business drivers and business capabilities (future and current state) and determines corresponding enterprise solution designs and change requirements to drive the organization's targeted business outcomes.
• Participate in regularly scheduled IT/Business Relationship meetings, provide status reports on progress and review both short-term and long-term roadmaps to ensure alignment with individual portfolio and enterprise goals.

• Evaluate new business requests to identify solutions - technology and process
• Accurately capture user requirements to avoid rework
• Create and maintain system and user documentation

• Translates business requirements into technical requirements, business process requirements/changes and recommendations to achieve business objectives and documents all solution design and analysis work. This includes design documents, process flows, requirements, specifications, test plans and support documentation.

• Monitors the current-state solution portfolio to identify deficiencies through aging of the technologies used by the application, or misalignment / changes with business requirements.
• Supports management and presents recommendations for end-of-life product decisions to maintain, refresh or retire services, or systems.
• Understands emerging technology trends and disruptions and their practical application to enable new and evolving business and operating models.
• Collaborate on the development of Solution Scorecards that assesses the solution fit, alignment to current technology standards, alignment to future strategies and overall “health” of the applications and solutions within the portfolio.
• At least annually, analyzes the technology industry, competitors, and market trends, and determines their potential implications for a given solution and presents their findings and recommendations to both business and IT stakeholders during the Solution Scorecard review process.

• Perform software updates
• Maintain base configuration in systems
• Regression Testing
• Analyzes the business-IT environment to detect critical deficiencies, legacy, and technical debt, and recommends solutions for improvement.
• Provides support to other Solutions Analysts to ensure the technology is…