Manager, Business Systems Support

The Manager, Business Systems Support (BSS) manages technology related projects and leads a team of administrators for CoreCivic's core operational systems. Serves as the vendor liaison to Global Tel Link and Allscripts for support applications and related operational systems. Oversees and communicates technical issues and resolutions between the BSS team, vendors, development teams, internal, and external customers. Oversees and plans readiness assessments, deployments, end user training, as well as system design, configuration, enhancements, testing and ongoing support of the Business Systems Support suite of applications.

ESSENTIAL FUNCTIONS:

The incumbent should be able to perform all the following functions at a pace and level of performance consistent with the actual job performance requirements.

• Leads departmental projects and determines appropriate work assignments and resource allocation of the team. Works with team members to ensure that projects are completed timely.
• Directs team in the software configuration and overall support for the Operations Business Systems Support suite of products.
• Leads the functional solution design implementation, integration, change control and production support of the Business Systems Support suite of products.
• Works with clients, such as CoreCivic government partners and CoreCivic employees on medium to large projects and maintains application service level agreements in compliance with pre-defined standards.
• Ensures the BSS team meets expectations with service level agreements as defined by Technology Department, for facilities live on Business Systems Support suite of applications and related operational systems.
• Manages software configuration, upgrades, communicating with application vendors for technical issues and resolutions.
• Schedules team members to be available for updates and testing of applications during quarterly global outages and weekly on call responsibilities.
• Supervises and evaluates team members in the performance of their duties in accordance with company policy. This includes but is not limited to: training new employees, preparing performance evaluations, effectively resolving disputes or issues, taking corrective or disciplinary action, developing work schedules and approving leave requests.
• Oversees daily support and serves as a resource to internal and external customers in resolving complex issues related to system use and/or functionality. Communicates trends and issues to management, vendor, internal development, engineering, and program management teams. Uses service metric results to identify and implement training opportunities for staff.
• Keeps up to date with new trends in technology.
• Maintains relationships with customer departments and ensures all support is provided in the context of assisting application users succeed in their business goals.
• Follows the CoreCivic program management methodology and works collaboratively with all team members.
• Domestic U.S. travel may be required.

• Graduate from an accredited college or university with a Bachelor’s degree in Computer Science, Business Administration, Operations Management or other related field is required.
• Five years of enterprise level application implementation and support experience is required.
• Three years experience leading small to medium projects is required.
• Three years experience with Tier 3 issue resolution is required.
• Additional years of related experience may be substituted for the educational requirement on a year-for-year basis.
• Experience with Oracle SQL and PL/SQL, Microsoft SQL Server, and Crystal Reports is required. Proficiency in Microsoft Office applications is required.
• A valid driver’s license is required.