Manager, Business Applications Support

Our Core Philosophy: (in)Trust - A Culture Built on Trust

At SunStream, we embrace our "One Word Why" - (in)Trust. This powerful concept represents our unwavering commitment to trust as the foundation of our relationships with clients, employees, and stakeholders. Trust isn't just a part of our services; it's the bedrock of our culture.

As we join forces to create value, we promise to operate (in)Trust with you at every step. Joining the SunStream team means engaging in purposeful work, achieving financial well-being, and thriving in an exceptional culture. Our owners, clients, and employees (in)Trust us to deliver strong returns, steward resources effectively, and provide opportunities for growth and value, all within a framework of mutual trust.

The Opportunity

The Manager, Business Applications Support leads the support, service delivery, and continuous improvement of business applications used by Farm Credit associations and the Funding Bank. This role oversees a team of business applications analysts and serves as a key partner to business, Product, IT, and vendor teams to ensure applications are reliable, well-supported, and aligned with client needs.

The position provides leadership for functional application support, customer correspondence and tax reporting processes, vendor management, and platform transitions. The successful candidate will drive service excellence, operational efficiency, client satisfaction, and compliance with audit and ICFR requirements while fostering a high-performing, customer-focused team.

What You'll Be Doing

Service Delivery and Production Oversight

• Lead the delivery of high-quality functional application support, ensuring timely resolution of configuration, data, and processing issues.

• Oversee critical production processes, including batch processing, credit bureau reporting, customer correspondence, and tax form generation.

• Own product management for customer correspondence and year-end tax reporting, partnering with clients, Product, and vendors to meet business and regulatory requirements.

• Establish and monitor service levels, performance metrics, and continuous improvement initiatives.

• Drive root cause analysis, process optimization, documentation standards, and audit readiness, including ICFR controls.

Staff Leadership

• Lead, develop, and coach a team of business applications analysts and contractors.

• Establish clear ownership and cross-training to ensure application support coverage and continuity.

• Set performance expectations and foster a culture of accountability, collaboration, and customer focus.

• Manage staffing, resource planning, and team development to support business objectives.

Client Relationship Management

• Serve as the primary escalation point for application support and ensure a positive client experience.
• Partner with business leaders, Customer Success, and Account Management teams to align support services with client needs.
• Communicate application performance, trends, risks, and improvement opportunities to stakeholders.

Cross-Functional and Vendor Coordination

• Collaborate with Service Desk, Product, IT, Security, and development teams to resolve issues and support application performance.
• Manage key vendor relationships, including print and mail and tax reporting providers, ensuring service quality and accountability.
• Lead support readiness for application enhancements, upgrades, conversions, and platform transitions.
• Translate client feedback and support trends into recommendations that improve products, processes, and service delivery.

What You'll Bring to the Table

• Bachelor's degree in information technology, business administration, finance, or related field

• 5 years of related experience in application support, financial accounting, data analytics or loan accounting

• Leadership experience preferred

• Experience with service desk tools and IT service management (ITIL) practices, including incident, problem, and change management, such as Jira Service Management (JSM)

• General ledger and reporting applications experience

• Experience with core banking or loan servicing systems, such as Fiserv DNA, preferred

• Experience managing vendors, contracts, and third-party support relationships preferred

• Farm Credit or agricultural lending experience preferred

• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job

How You'll Be Rewarded

All SunStream employees receive a competitive salary and bonus package. Eligible employees also enjoy access to an industry-leading benefits program, including but not limited to:

• Comprehensive medical, dental and vision insurance

• Tax-advantaged healthcare accounts

• 401(k) plan with generous employer match

• Income protection benefits

• Individual learning & development budget

• Robust time off plans and workplace flexibility

Who We Are

SunStream Business Services, established in 2020 under section 4.25 of the Farm Credit Act of 1971, supports Farm Credit lending institutions. We provide services, including Loan Servicing, General Ledger, Financial Reporting, Data & Analytics, Technology & Security, and Business Services to support farmers, ranchers, and rural communities.

SunStream is committed to equal opportunity employment and will not discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, or national origin, disability status or protected veteran status