IT Applications Manager - Customer Channels

IT Applications Manager - Customer Channels

Full Time Perm

Way of Work: Hybrid

Salary: $129,500 - $194,300, plus 15% annual bonus

Location: Columbus, OH

Relocation Assistance Provided

The IT Applications - Customer Systems team is responsible for managing day to day operations and transformation initiatives.

The Customer Systems include contact center, E-Channels, and new business.  

As part of NiSource IT Leadership team, the Manager of IT Applications - Customer Channels is accountable for the assigned portfolio with support provided by both internal and external team members.

You will provide leadership and day to day guidance to product and application support teams with the following desired outcomes:

• Continuously improve application value delivery, uptime, and stakeholder satisfaction

• Provide service ownership for assigned application domains.

• Continuously implement / improve best practices based on ITIL.

• Drive program delivery using NiSource PMO methodologies.

• Align with organizational strategies and priorities, partner with peer groups and develop multiyear technology roadmap.

• Focus on the culture of safety, process compliance, accountability, and collaboration

• Support and participate in internal audits, ensuring timely remediation of audit findings.

• Empower team members to build and execute personal development plans

Your responsibilities may include, but are not limited to:

• Manage teams that will focus on build, run and continuous improvement themes for the assigned domains using NiSource delivery methodologies

• Develop people and build diverse high-performing teams0

• Engage with stakeholders, manage their expectation and satisfaction, develop technology roadmaps collaborating closely with the peer groups. Develop and share holistic multiyear portfolio views of the domains owned

• Manage financials for assigned domains

• Foster Innovation by staying abreast of emerging technology trends and by assessing their potential operational uses/value at NiSource

• Participate in high level business case development, requirements elicitation and solution design

• Manage service provider SLAs and focus on system stability, resilience, security, and compliance

Minimum Qualifications

• Bachelor's Degree or equivalent work experience

• 10+ years of experience in the applications technology space to include software or application development, project or program delivery, working with service providers and distributed teams

• 5+ years of experience in cloud technology

• 5+ years of experience in contact center infrastructure (Genesys, Nuance, NICE)

• 5+ years of experience in project or program delivery  

• 3+ years of experience leading or supervising teams or projects

Preferred Qualifications

• Regulated utility experience

• PMP and/or Agile certifications

• ITIL certification

• Experience with AI and ML technologies

Disclaimer

This description is not designed to be a complete list of all duties and responsibilities required of the position.

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As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

Work Authorization

Authorized to work in the United States without requiring sponsorship.