• L1 and L2 Support – Ensuring timely troubleshooting and problem resolution within SLA

• Creating and maintaining Requirement Document, Integration document, Impact Analysis, RCA, and Solution Document

• Creating and maintaining user manual and admin manuals

• Onboarding of New Users (Supporting Application Training) •

Working with Cross-Functional Teams

• Manage stakeholders’ communication, support change management, manage business demand deliveries

• Document and communicate assigned work and progress to immediate project team, and management

• Support the organization’s project management policy, practice and methodology

• Acts as the subject matter expert (SME) for enterprise application support, ensuring architectural integrity, performance optimization, and operational excellence

• Defines and enforces standards, methodologies, and best practices for application support, change management, and automation across teams

• Leads process improvement, innovation and automation initiatives

• Provides project management leadership for multiple (often competing or coinciding) projects as evidenced by project planning, problem resolution, change control and quality assurance activities.

• Leads project task force meetings or work groups for multiple projects. Ensures distribution and documentation of minutes, vendor project correspondence and status reports as required.