Senior Manager, Information Systems

About CooperSurgical:

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.

Job Description:

The Senior Manager Production Support has significant impact on achievement of operational goals by ensuring that any new software integration into company systems meets functional requirements, system compliance, and interface specifications. This person is responsible for managing a managed service provider and internal Business Systems Analyst team and guaranteeing reliable software systems that meet the needs of the Organization.  This person will monitor the incoming service requests, incidents and projects and ensure that they are completed in a timely and high-quality manner.   This position will work with stakeholders and interpret business needs and issues, effectively translating them to actionable requirements. This individual will apply business process knowledge of assigned function with proven analytical and problem-solving skills to maximize the benefit of IT investments and initiatives. This person will oversee the full facet of D365 production support, ISV/integrations and enhancements to existing solution.

Responsibilities:

Systems Development Lifecycle

• Reviews and analyzes the effectiveness and efficiency of existing systems/technologies and develops strategies for improving or leveraging these systems. Research, identify and propose best practices. 
• Reviews requests for services / improvements and partners with business stakeholders, clarifies objectives, determines feasibility and jointly determines business implications / value. 
• Defines functional / system requirements and documents current / future state business processes. 
• Ensures that any new software integration meets functional/ end user requirements, compliance and interface specifications, and proper documentation is maintained.
• Develops effective test scenarios, scripts and use cases with consideration to cross functional and process stream impact.
• Analyzes formal test results to discover and resolve defects, bugs, errors, configuration issues, and interoperability flaws.
• Oversees small projects and/or tasks and phases of larger projects. Responsible for coordinating activities of teams, schedules and resources for assigned tasks or projects.
• Develops strategies and related implementation plans in conjunction with the broader ERP initiative. Prioritizes initiatives based on discussions with key stake holders
• Is fully proficient in the end user functional processes performed within the supported applications.
• Performs application system administration functions specific to application setup, configuration and maintenance.
• Performs system, process and application monitoring and gathers metrics.
• Carries out procedures to ensure that all information systems products and services meet quality, organization standards and end user requirements.
• Provides expertise and problem resolution to functional departments when issues extend outside the knowledge of the key departmental Key Users. 
• Serve as escalation point for business managers, key users and the global applications staff
• Manage the IT delivery of training curriculum and materials, and responsible for overall technology adoption
• Monitors and review service requests to ensure services are delivered to SLA and customer satisfaction.
• Manage D365 environments – maintain and drive regular release calendar; manage schedule for ongoing updates/refreshes; drive and update environment refresh checklist action items; manages UAT/Testing calendars and planning for regular releases
• Manage ISV upgrade cadence, issue resolution and manage relationship with ISV providers

Production Support (Run Time)

• Is fully proficient in the end user functional processes performed within the supported applications.
• Performs application system administration functions specific to application setup, configuration