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Chapter Lead Application Support VFSNA

The following position within Volvo Financial Services North America reports to the
Head of Digital Deliveries, Digital & IT, VFS North America

CHAPTER LEAD, VFSNA APPLICATION SUPPORT

Working in a team environment, this position will be responsible for leading and motivating a team of Application Support Analysts, providing front-line support for core business systems for both internal and external customers. These applications include internally and externally developed solutions. The Chapter Lead Application Support will be a highly motivated self-starter with the ability to lead and work within a team environment.

RESPONSIBILITIES:
• Provides daily direction and insights to a team of Application Support Analysts
• Push for continued process improvements and effortless experience for internal and external customers
• Establish standard operating procedures for incidents and tasks; ensuring team members adhere to the procedures
• Hold regular team and one-on-one meetings with support team members to reinforce the vision, common goals, and individual goals, discuss performance and development strategies/plans, and determine training needs
• Act as an escalation point for all requests and incidents related to application support
• Assist in the hiring and performance management of the Application Support Analysts
• Oversee the overall performance of the team’s incidents, calls, and emails queues
• Provide immediate feedback to team members
• Attend meetings and planning sessions that relate to application support
• Monitor team members' incidents for coaching/training opportunities
• Periodically review incidents or listen to calls (remotely and side by side) to improve quality, minimize errors, and track analyst performance
• Ensure that team members mentoring and other necessary training to be successful in their role
• Provide feedback to the VFSNA Digital & IT Leadership Team on performance metrics
• Work closely with team members to make sure proper staffing and coverage are in place for the application support team, including month-end support & activities
• Recognize employees for exceeding expectations and/or creating remarkable experiences
• Maintain high morale through education, communication, and displaying interest in the analysts both professionally and personally
• Manage small scale project requests as needed
• Complete system configuration, business rule development, user administration
• Vendor management - maintain a direct line of contact with vendor support teams to ensure premium support

EDUCATION:
• University Degree or Bachelor of Science (BS) in Information Systems, Computer Science, or related field

EXPERIENCE:
• 5-7 years of work experience within a support environment
• 2-3 years of leadership experience
• Previous experience working and supporting internal and external customers
• Proven skills in trouble-shooting business applications
• Experience with Salesforce.com a plus
• Experience in the Financial Services industry a plus

SKILLS:
• Customer Service and Quality focused with an emphasis on timely problem resolution.
• Ability to adapt to working with multiple technologies and different development environments
• Strong verbal and written communication skills (English)
• Strong analytical and problem-solving skills; attention to detail
• Excellent interpersonal skills and ability to communicate system solutions to individuals with varying computer literacy
• Strong organizational skills with the ability to prioritize work effectively on multiple tasks in a fast-paced, demanding environment
• Ability to work in the support of a team environment and autonomously as needed
• Advanced understanding of system infrastructure: servers, databases, operating systems, etc
• Basic understanding of programming, SQL querying
• Spanish speaking is a plus

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

Volvo Financial Services provides financial services and solutions that fit the way businesses are working today, while continually adapting to meet the needs of a changing world. Through our dedication to innovation, VFS supports society in its adoption of sustainable transport and equipment solutions. VFS is headquartered in Greensboro, North Carolina, USA and serves Volvo Group customers and dealers in more than 50 markets.

Volvo Group North America is an Equal Opportunity Employer
E.O.E./M/F/Disability/Veteran

We Participate in E-verify

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