Application Support Manager, Finance

JELD-WEN is currently seeking a Application Support Manager, Finance 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 SAP’s Central Finance 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 Responsibilities 

• Provide 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 Finance Leadership Team.
• Act as the first point of escalation for Application Management operations.
• Manage the overall application roadmap, release plan, and coordination with Central Finance 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 Finance 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 Finance 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 (SAP’s Central Finance, OneStream, Concur, 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 SAP’s Central Finance and ServiceNow.
• Understanding of Finance system landscape and how to use and transact in various Finance 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