The Software Support Manager is the business software platform expert and ensures that the Agency’s employees have access to and use the company's software effectively by providing direct training, writing support manuals/materials, providing remote and on-site product support, testing new releases, and working directly with subject matter experts to identify issues while offering and documenting solutions to ensure the smooth functioning of the software. Additionally, they are responsible for testing, debugging, and deploying software applications, ensuring they meet the organization’s quality standards and needs.

POSITION RESPONSIBILITIES

• Responsible for the maintenance and optimal function of the Agency’s business software platforms including those that support Human Resources, Business Office and Program functions.
• Responsible for database management, new user activation/training, user security, system support, system customization and reporting as well as training for applicable employees on new software upgrades and modules. Subject matter expert on software related to business function and workflow, including, but not limited to HRIS/Payroll, Financial System, SharePoint, and EHR.
• Primary system administrator for the HRIS scheduling function – creates the backend database, and trains managers on day-to-day functionality of the scheduling system.
• Serves as a software expert to assist Subject Matter Experts (SME) in the Agency HRIS and has a deep understanding of the Agency Human Resources and Payroll functions that use the HRIS system.
• Leading the continuous evaluation and evolution of HR Systems that include payroll systems.
• Acts as lead for in-progress system implementation, including continued testing and configuration, security administration, report writing, deployment, system optimization post go-live, and coordination and management of cross-functional dependencies between HR, IT, Business Office, and Programs.
• Program software, set up functions including integrations, enter data, and process information.
• Programs custom functions including workflows, custom forms, automated customized reports, and other settings.
• Coordinates and partners with Information Technology (IT) to ensure appropriate compliance with hardware and existing systems.
• Generates ad-hoc reports as requested by agency stakeholders.
• Designs and creates user manuals on software systems and posts/updates the manuals on the Agency shared network drive and employee portal.