TELUS Digital: Manager IT Application Support - WFM Platform Management & Automation - REMOTE Role - Night Shifts

Related keywords: customer success manager remote jobprogramming remote jobcustomer service remote job

Job Overview

The Manager of IT Application Support position at TELUS Digital involves leading teams that maintain and support software applications critical to Workforce Management (WFM). This role is essential for aligning the operational objectives of the company with client expectations, fostering a culture of performance, engagement, and team development.

Key Responsibilities

Responsibilities for the position include:

• Developing and overseeing plans for WFM application support teams, ensuring their overall effectiveness and efficiency.

• Establishing and monitoring key performance indicators (KPIs) that align with the organization's goals.

• Collaborating with senior stakeholders and vendors to tackle critical issues and negotiate service level agreements (SLAs).

• Ensuring compliance with IT and WFM governance frameworks as well as industry best practices.

• Driving innovation in support processes, tools, and methodologies to enhance service quality and operational efficiency.

• Leading and developing a high-performing team by providing guidance, support, and mentorship.

Core Competencies

The ideal candidate should possess:

• Skills in customer support, focusing on user needs and the overall experience.

• A commitment to embracing technology and managing self-development.

Leadership Competencies

To excel in this role, you should demonstrate:

• Strong leadership abilities to lead change effectively.

• The capability to build effective teams and manage diverse stakeholders.

Functional Competencies

Key functional competencies for the position include:

• In-depth knowledge of WFM platforms such as Verint and NICE IEX.

• A robust understanding of operating systems, databases, programming languages, and IX operations.

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• Experience with Robotic Process Automation (RPA) technologies to design and deploy automation solutions.

• A grasp of IT service management frameworks, particularly ITIL principles.

• The ability to communicate proficiently with both technical and non-technical stakeholders.

• Strong problem-solving skills, recognizing broader departmental impacts.

Qualifications

Candidates must meet the following qualifications:

• At least 5 years of experience in IT application support.

• A minimum of 2 years in a managerial role.

• A Bachelor’s degree in Computer Science, Information Technology, or related fields (preferred).

• ITIL certifications are a plus.

• Proficiency in B2+ level oral and written English is mandatory.

Work Schedule

This is a full-time position that requires night shifts, aligning with the company's needs to support their global client base effectively.

Employer Commitment

TELUS Digital is an equal opportunity employer, committing to creating a diverse and inclusive workplace. Employment decisions are based on qualifications, merits, competence, and performance, ensuring fairness without regard to diversity characteristics.

This role represents a significant opportunity for professionals with a strong foundation in IT support and management, especially in the context of WFM applications. It promises not only a role in a well-regarded company but also the chance to lead innovative practices in the support space, making a meaningful impact on both organizational and client success.

This job offer was originally published on weworkremotely.com