Applications Manager - FACS

JOB SUMMARY

Reporting to the IT Director, the Applications Manager leads the implementation, administration, support, security, and continuous improvement of the Town of Mount Pleasant's enterprise and business applications. The position works collaboratively with Town departments, vendors, and IT staff to translate business needs into reliable technology solutions; manage application projects, upgrades, and releases; maintain effective support procedures and documentation; and resolve complex application and service issues.

The Applications Manager serves as a technical and project leader for assigned applications and initiatives and helps ensure that supported applications are reliable, secure, accessible, and responsive to the Town’s operational needs.

• Manages the full lifecycle of mission-critical, internally developed, and vendor-supported applications, including planning, implementation, configuration, maintenance, upgrades, support, and retirement.
• Monitors application availability, performance, security, and accessibility; leads the resolution of outages and recurring problems; and identifies and implements preventive improvements.
• Troubleshoots complex application issues, identifies root causes, coordinates appropriate escalations, and implements or facilitates timely corrective action.
• Coordinates application support coverage and escalation procedures appropriate to the operational requirements of mission-critical systems.
• Develops and maintains application documentation, support procedures, knowledge articles, system inventories, and business continuity information.
• Coordinates with vendors, business owners, and other IT staff to support the effective operation and continuous improvement of assigned applications.

• Partners with business owners to document business processes, gather functional and technical requirements, identify operational needs, and recommend practical application improvements.
• Evaluates whether application needs should be addressed through configuration, development, integration, automation, or procurement and assists with solution and vendor selection.
• Designs, configures, tests, deploys, and supports application enhancements, interfaces, reports, workflows, and other solutions in coordination with users, vendors, and technical teams.
• Analyzes complex business processes and system requirements, evaluates alternatives, and recommends practical technology solutions.
• Uses approved scripting, reporting, business intelligence, automation, and generative AI tools, as appropriate, to improve application administration, data analysis, documentation, and service delivery.
• Creates reports, dashboards, data models, and visualizations to support operational and management needs.

• Plans and manages application projects and initiatives by defining scope, schedules, priorities, resources, risks, deliverables, and status reporting.
• Leads cross-functional project teams, establishes clear responsibilities and direction, monitors progress and resource use, and resolves issues that affect successful delivery.
• Coordinates production changes and releases through testing, approval, scheduling, communication, deployment, and post-implementation review.
• Participates in the Town's change-management process, assesses implementation risks, and helps ensure changes are appropriately tested, approved, documented, and communicated before deployment.
• Coordinates application upgrades, releases, implementations, and transitions into production.
• Coordinates with business owners, vendors, IT staff, and other stakeholders to support successful project and application outcomes.

• Provides training and knowledge transfer to users and support staff before new applications or significant system changes are placed into production.
• Develops and maintains user documentation, support procedures, knowledge resources, training materials, and other application-related information.
• Communicates application changes, releases, outages, implementation activities, system-use guidance, and problem resolutions to appropriate users and stakeholders.
• Prepares reports, presentations, release notices, outage communications, training materials, and other updates for employees, management, and stakeholders.
• Facilitates communication and coordination among business owners, IT staff, vendors, support…