Software Application Program Manager

EOE: race/color/religion/sex/sexual orientation/gender identity/national origin/disability

The Software Application Program Manager will provide technical assistance and troubleshooting for software applications, ensuring users can effectively utilize the tools they rely on. The Application Program Manager will diagnose and resolve software issues, document solutions, and often serve as a bridge between end-users and the software owners. They will also handle complex issues, mentor team members, and identify opportunities for process improvement. The Software Application Program Manager must have excellent communication skills and experience in strategic planning. Ability to understand business priorities and contribute to strategic projects is expected. The Manager will handle moderate to complex projects and issues identified by the business and assigned by Information Technology leadership.

Responsibilities:
The Software Application Program Manager will be responsible for other tasks, including but not limited to:

Troubleshooting and Problem Solving:

• Diagnose and resolve software issues reported by users.
• Identify the root cause of problems and implement effective solutions.
• Document solutions and procedures for future reference.

Technical Support:

• Provide technical assistance to users via phone, email, or chat.
• Guide users on how to use software applications and systems.
• Educate users on best practices and troubleshooting techniques.

Communication and Collaboration:

• Communicate effectively with users, developers, and other IT staff.
• Escalate complex issues to higher-level support.
• Collaborate with cross-functional teams to ensure smooth software operation.

Documentation and Knowledge Management:

• Maintain accurate records of user issues, solutions, and troubleshooting steps.
• Contribute to the development of knowledge base articles and FAQs.

Software and System Maintenance:

• Assist in the testing of new software releases and updates.
• Monitor software performance and identify areas for improvement.
• Help implement software patches and updates.

Other Duties:

• Provide training to users on new software features and functionalities.
• Assist with the development and implementation of new software solutions.
• Stay up-to-date with the latest software technologies and best practices.

Technical Skills:

• Strong understanding of computer hardware and software.
• Familiarity with common operating systems and software applications.
• Experience with troubleshooting and problem-solving techniques.
• Ability to learn new technologies quickly.

Qualifications and Experience:

• Degree Management Information Systems or Business Administration or related field
• 3 plus years of experience in a Software Application Program Manager or similar role
• Experience working in a team-oriented, collaborative environment
• Excellent communication and negotiation skills
• ERP certification a plus, example NetSuite
• Construction Software certification a plus, example Procore
• Create and maintain project work schedules, track internal and external customer requirements, and translate customer requests into project deliverables

Working Conditions:

• Fast-paced office environment.
• Regularly sit, stand, walk and talk and listen; occasionally lift and move up objects up to 30 pounds.

Travel in the U.S. (5-15% as needed).

• Work during normal operating hours to organize and complete work within given deadlines. Work overtime and weekends as required.