COMPANY OVERVIEW

HomeServe USA Corp is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years. What does HomeServe USA Corp do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe USA Corp, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

POSITION SUMMARY

The Sr. Manager, Application Support will be responsible for leading the business and IT relationship for support initiatives. The role will serve as a front-end point of contact for the business while coordinating delivery with multiple system support teams. 

This role will gather information and requirements for business requests. You will work closely with business stakeholders to coordinate and prioritize these requests, partnering with the system support teams for timely, accurate solution delivery. You will ensure the proper testing, sign off, and compliant implementation occurs.

The role is responsible for driving change quickly where appropriate and ensure processes, application interrelationships and entities are seamlessly integrated with the organization’s broader environment.

POSITION RESPONSIBILITIES

• Collaborates with Business Stakeholders and IT partners to create business, functional and/or technical requirements for both support incidents and small enhancements. Anticipates and identifies the business partners needs and matches solutions and services to facilitate the fulfillment of those needs.
• Actively seek and apply knowledge gained about the assigned application from colleagues and outside resources to further the business partners experience and enhance business processes.
• Define application feature scope and objectives based on business needs, user needs and a good understanding of applicable business systems.
• Liaise with senior management, clients, Business Ops, and IT staff to conduct high level investigative studies to seek effective, feasible, and profitable business solutions.
• Applies proven communication, analytical and problem-solving skills to help maximize the business value from IT system investments.
• Ability to identify current problems, planning, design, building, testing, deploying, and updating the application.
• Identifies and initiates opportunities to support business activities.
• Partner with Business stakeholders to understand and document business needs, prioritize and track application change requests and system enhancements.
• Proactively identifies and prioritizes opportunities for process improvement and creates corrective measures.
• Utilize own skills and business experience to assess and advise on the practicability of alternatives, assessing technical limitations against operational realities.
• Work to remove, resolve and mitigate barriers, issues and risks that slow or prevent the advancement and enhancement of the application.
• Work closely with other functions in the organization such as Business Operations, Application Development, Account Management, Business Development, Finance, Legal, Sourcing, etc.

SKILLS & ABILITIES

• Bachelor's degree in related discipline or equivalent experience required.
• 10 years of proven track record of successfully collecting and transforming business needs into actionable plans to develop of new and efficient applications and business processes.
• Has excellent inter-personal skills and is experienced in managing multiple workstreams at once.
• Excellent written and oral presentation skills – capable of succinctly conveying complex messages to management.
• Has a working knowledge of software development lifecycles.
• Strategic thinker with the ability to deal with complex and ambiguous environments and maintain a business-wide view across a variety work-streams and timeframes.
• Good knowledge of Company’s Financial and Operating models, including its business processes, the underlying IT that supports it and its organizational structure.
• Proven record of driving Business Process Improvement.
• Knowledgeable of Project Management processes and tools to assist with planning and budget management.
• Outstanding presentation, communication, and facilitation skills.
• Competency in MS Windows, MS Word, and MS Outlook.
• Ad-hoc responsibilities as assigned.
• Ability to communicate ideas in both technical and user-friendly language.
• Effective at working directly with senior leadership as well as front-line staff.
• Excellent interpersonal skills with the ability to influence others not under direct supervision.
• Self-motivated and directed, strong attention to detail, and results driven.
• Ability to work in a fast-paced, results-oriented climate; across functional areas and multiple locations.
• Travel as needed.

PHYSICAL DEMANDS

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to speak and listen. The employee frequently is required to use hands or fingers, to feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand, walk, sit and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate to low in office settings.

WHAT WE ARE LOOKING FOR

At HomeServe USA Corp, we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team. A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success. We need people who challenge convention, think differently, solve problems, and strive for continuous growth.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range: $119,864.60 - $159,819.29

Annual Bonus Potential: 10%

We are an equal opportunity employer.

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