Onex
Application Support Manager - HR
Onex, Charlotte, North Carolina, United States, 28245
JELD-WEN is currently seeking a Application Support Manager - HR to join our growing team.
THE ROLE
The Application Support Manager is responsible for ensuring the seamless operation and delivery of application management services while overseeing the effective release of software updates and new features. This leader will oversee the day-to-day operations, manage risk, and resolve issues while prioritizing service requests across North America and Europe. The role involves maintaining the application roadmap, coordinating with platforms like SuccessFactors and ServiceNow, and scheduling releases with deployment teams. Additionally, this candidate will handle vendor relationships and contractual aspects, manage User Acceptance Testing (UAT), and collaborate with functional leads and IT.
The ideal candidate will excel in project management, have a strong grasp of application management and release processes, and effectively manage stakeholder expectations.
Principle Duties and ResponsibilitiesProvide management oversight for the day-to-day application management operations, including risk mitigation and service quality management.Assist in resolving issues in a timely manner and escalate risks and issues to steering committee, acting as liaison between the Application Management team and HR Leadership Team.Act as the first point of escalation for Application Management operations.Manage the overall application roadmap, release plan, and coordination with SuccessFactors and ServiceNow.Oversee the prioritization of incidents, service requests, and demand management across North America and Europe. Provide direction on the prioritization and execution of services.SME and main point of contact for functional capabilities of HR Systems to solve business problems.Consult and collaborate with business stakeholders to evaluate, gather, and prioritize customer requirements and work with AMS to translate them into robust solutions.Approve requirements and acceptance criteria as documented by AMS.Work closely with HR and IT to identify cross functional issues and mitigate their occurrence.Engage in weekly, monthly, and quarterly status updates and governance meetings.Participate in UAT of changes and facilitate sign off on solution design and testing.Predict and report on future service or resource demands. Sanction staffing adjustments to align with demand.Work with the JELD-WEN deployment team to plan and schedule releases.Authorize modifications to the production environment. Validate and confirm updates and refreshes in the production environment.Manage contractual relationships (e.g., scope, pricing, change orders) with application management vendors.Work across various platforms (SuccessFactors, Learning Management, ServiceNow, etc.). Manage relationships with product vendors and escalate issues with the vendor as needed.Knowledge, Skills, Abilities
Demonstrated experience with multi-platform environments, including tools such as SuccessFactors and ServiceNow.Understanding of HR system landscape and how to use and transact in various HR systems.Strong background in managing vendor relationships, including handling contractual agreements, scope changes, and pricing negotiations.Ability to understand a problem and recommend logical solutions to address that problem.Experience in coordinating with cross-functional teams and participating in User Acceptance Testing (UAT) for solution validation.Excellent project management skills.Proven communication and coordination skills with Global teams, developing and maintaining vendor and business partner relationships.Education and Experience
Bachelor's degree in information technology, computer science, business management, or a related field. An advanced degree or relevant certifications (e.g., PMP, ITIL) is preferred.5-7 years of experience in Application Management, Release Management, and/or Business Analyst roles.
About JELD-WEN Holding, Inc.
JELD-WEN Holding, Inc. (NYSE: JELD) is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows and related building products serving the new construction and repair and remodeling sectors. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. The JELD-WEN family of brands includes JELD-WEN® worldwide, LaCantina® and VPI™ in North America, and Swedoor® and DANA® in Europe. For more information, visit corporate.JELD-WEN.com or follow LinkedIn.
JELD-WEN has been named by Forbes as one of 'America's Best Employers' and by Newsweek as one of the 'World's Most Trustworthy Companies'.
What We Offer
Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. As a global organization, specific benefits may vary, however typically including medical & dental, generous leave policies, retirement program, etc.
JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals' physical traits, beliefs, and/or other characteristics that are protected under applicable laws.
JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
THE ROLE
The Application Support Manager is responsible for ensuring the seamless operation and delivery of application management services while overseeing the effective release of software updates and new features. This leader will oversee the day-to-day operations, manage risk, and resolve issues while prioritizing service requests across North America and Europe. The role involves maintaining the application roadmap, coordinating with platforms like SuccessFactors and ServiceNow, and scheduling releases with deployment teams. Additionally, this candidate will handle vendor relationships and contractual aspects, manage User Acceptance Testing (UAT), and collaborate with functional leads and IT.
The ideal candidate will excel in project management, have a strong grasp of application management and release processes, and effectively manage stakeholder expectations.
Principle Duties and ResponsibilitiesProvide management oversight for the day-to-day application management operations, including risk mitigation and service quality management.Assist in resolving issues in a timely manner and escalate risks and issues to steering committee, acting as liaison between the Application Management team and HR Leadership Team.Act as the first point of escalation for Application Management operations.Manage the overall application roadmap, release plan, and coordination with SuccessFactors and ServiceNow.Oversee the prioritization of incidents, service requests, and demand management across North America and Europe. Provide direction on the prioritization and execution of services.SME and main point of contact for functional capabilities of HR Systems to solve business problems.Consult and collaborate with business stakeholders to evaluate, gather, and prioritize customer requirements and work with AMS to translate them into robust solutions.Approve requirements and acceptance criteria as documented by AMS.Work closely with HR and IT to identify cross functional issues and mitigate their occurrence.Engage in weekly, monthly, and quarterly status updates and governance meetings.Participate in UAT of changes and facilitate sign off on solution design and testing.Predict and report on future service or resource demands. Sanction staffing adjustments to align with demand.Work with the JELD-WEN deployment team to plan and schedule releases.Authorize modifications to the production environment. Validate and confirm updates and refreshes in the production environment.Manage contractual relationships (e.g., scope, pricing, change orders) with application management vendors.Work across various platforms (SuccessFactors, Learning Management, ServiceNow, etc.). Manage relationships with product vendors and escalate issues with the vendor as needed.Knowledge, Skills, Abilities
Demonstrated experience with multi-platform environments, including tools such as SuccessFactors and ServiceNow.Understanding of HR system landscape and how to use and transact in various HR systems.Strong background in managing vendor relationships, including handling contractual agreements, scope changes, and pricing negotiations.Ability to understand a problem and recommend logical solutions to address that problem.Experience in coordinating with cross-functional teams and participating in User Acceptance Testing (UAT) for solution validation.Excellent project management skills.Proven communication and coordination skills with Global teams, developing and maintaining vendor and business partner relationships.Education and Experience
Bachelor's degree in information technology, computer science, business management, or a related field. An advanced degree or relevant certifications (e.g., PMP, ITIL) is preferred.5-7 years of experience in Application Management, Release Management, and/or Business Analyst roles.
About JELD-WEN Holding, Inc.
JELD-WEN Holding, Inc. (NYSE: JELD) is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows and related building products serving the new construction and repair and remodeling sectors. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. The JELD-WEN family of brands includes JELD-WEN® worldwide, LaCantina® and VPI™ in North America, and Swedoor® and DANA® in Europe. For more information, visit corporate.JELD-WEN.com or follow LinkedIn.
JELD-WEN has been named by Forbes as one of 'America's Best Employers' and by Newsweek as one of the 'World's Most Trustworthy Companies'.
What We Offer
Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. As a global organization, specific benefits may vary, however typically including medical & dental, generous leave policies, retirement program, etc.
JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals' physical traits, beliefs, and/or other characteristics that are protected under applicable laws.
JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.