IT Platform Application Support Manager
Company: Great Wolf Resorts
Location: Oak Park
Posted on: June 19, 2022
Job Description:
Summary: Great Wolf Resorts is looking for a Platform Manager. -
Join our fast-paced team and leverage your experience while
continuing to gain new skills through exposure to new technologies
and having a direct impact to organizational performance.This role
supports and provides guidance, direction, mentoring and oversight
to the Platform Engineering team members in support of the
following managed applications; Financial Systems (Infor SUN,
Coupa), CRM (Salesforce), Inventory systems (Dataworks,
Birchstreet), Hospitality systems (Oracle Opera), POS Sales systems
(Oracle Simphony), HR/Payroll systems (UltiPro and Unifocus).,In
addition, this critical management role serves as an IT Project
Manager interfacing with Great Wolf operational teams and partners.
- The successful candidate must effectively manage Platform Team
projects providing up-to-date communication and documentation while
planning and managing project resources, budgets, and
schedules.Essential Responsibilities
- "Hands on" dynamic leader who will roll up their sleeves to
work in a fast-paced environment as a player/coach when
required.
- Hire, train, coach and mentor Platform Application Engineers
(onshore and offshore) to achieve objectives consistent with the
company's culture.
- Monitor, manage/prioritize application support ticket queue
using the ZenDesk ticketing system.
- Plan and schedule rollouts, upgrades, support and troubleshoot
current and new platforms and software/systems
- Serve as the escalation point for internal team members
regarding system issues
- Partner with GWR Operations and Commercial teams, as well as IT
technical experts coordinating work efforts, project communication,
testing, solution implementation and project roll outs.
- Must be prepared to jump in for after-hours calls related to
critical incidents of managed applications
- Manage vendor relationships for both ongoing platform support
and project related work
- Responsible for preliminary team annual budget
requirementsEssential Skills & Responsibilities
- Prior experience in hotel / property management systems a
plus
- Self-starter with a passion for leading a team
- Excellent communication and collaboration skills including the
ability to effectively communicate technical topics to
non-technical colleagues across the organization
- Proven ability to collaborate and build relationships in a
cooperative manner.
- Proven problem solving and troubleshooting skills including
defining requirements, information gathering and analytic
skills
- Ability to effectively present information and respond to
questions from business stakeholders and vendors
- Project management experience including leading, coordinating
and scheduling multiple teams/vendors across time zones resulting
in the successful delivery of projects.
- Flexible and able to pivot when necessary to meet evolving
operational goals
- Able to work in a hybrid work environment - Tues, Wed, Thurs,
in Chicago office, Mon and Fridays WFH.
Qualifications
- Bachelor's degree in IT or similar field; or equivalent
professional experience
- 7 years of progressive experience in an information systems
role
- 4 years of experience leading, mentoring and managing a support
team
- 3 years of project management experience preferred
- Ability to travel occasionally
Equal Opportunity Employer/Protected
Veterans/Individuals with DisabilitiesThe contractor will not
discharge or in any other manner discriminate against employees or
applicants because they have inquired about, discussed, or
disclosed their own pay or the pay of another employee or
applicant. However, employees who have access to the compensation
information of other employees or applicants as a part of their
essential job functions cannot disclose the pay of other employees
or applicants to individuals who do not otherwise have access to
compensation information, unless the disclosure is (a) in response
to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
60-1.35(c)
Keywords: Great Wolf Resorts, Oak Park , IT Platform Application Support Manager, Executive , Oak Park, Illinois
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