Mgr IT Platform Services
| Company | Mosaic |
|---|---|
| Location | Tampa, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Associate’s Degree required.
- 7+ years of progressive IT experience
- 3+ years of direct team management
- 5+ years of ITSM experience
- 4+ years of experience managing a service provider
- 4+ years of experience with ServiceNow
- Ability to write clear, concise, and accurate communications
- Strong verbal, written, listening and presentation communication skills
- Strong organizational skills and attention to detail
- Excellent analytical and troubleshooting skills
- Strong interpersonal and teamwork skills
- Ability to work with employees at all levels of the organization
- Ability to work with employees in various geographies
- Ability to adapt to a continually changing business and work environment and manage multiple priorities
- Demonstrated critical thinking and decision making skills
- Continuous improvement mindset
- Self-motivated, highly professional and results-oriented
- Able to work flexible hours and be available for off-hours maintenance to critical systems as required
- Ability to adjust on time sensitive tasks
- Ability to provide excellent customer service without enabling poor customer behavior
- Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook), Visio, SharePoint
- Operational proficiencies in IAM tool, ServiceNow
- Travel: 20-30%
Responsibilities
- Provide technical leadership and innovation across specific aspects of solution development.
- Oversee Platform Maintenance for specified scope including patches, upgrades, and updates.
- Oversee Platform Monitoring for specified scope to ensure performance and functionality for optimal operations.
- Work with IT digital product delivery team members to define schedule and coordinate the alignment of dependencies for specified scope.
- Collaborate with IT product delivery team members to ensure team deliverables align with technical and business requirements for specified scope.
- Research, recommend, and implement new technologies and practices for specified scope.
- Design and implement citizen development programs using approved low code / no code platforms including governance and guard rails, architecture, quality and security standards, and compliance processes.
- Establish training and support mechanisms within the organization including development of education materials and workshops.
- Chair enterprise COE for various Citizen Development programs; provide governance, oversight, and support of programs including quality and security compliance reviews.
- Continuously improve global RPA framework of process, tools, and team members to ensure best practice execution, delivery, and support.
- Manage IT for IT demand and environment.
- Lead, develop and coach the global Platform Services team in order to continually improve IT capabilities necessary to increase performance of the organization for specified scope.
- Drive continuous improvement for specified scope by facilitating team retrospectives, teaching problem-solving techniques, and driving greater accountability amongst team members.
- Help scrum teams coordinate with other teams on the Agile Release Train.
- Provide timely and constructive feedback on a regular basis to ensure employees have a clear understanding of their work, roles and the business.
- Manage performance issues for specified scope when necessary.
- Foster a business-oriented culture and mindset driven by a continual service improvement approach.
- Work with the IT leadership team to plan future skill needs to acquire and develop the appropriate mix of business, data and process knowledge, technical skills and competencies.
- Foster a culture of technical discipline, craftsmanship, and innovation for specified scope.
- Drive continuous improvement of deliverables to meet Definition of Done (DoD).
- Participate in and/or lead special projects.
- Other duties as assigned.
Preferred Qualifications
- Bachelor’s in Computer Science, Information Technology, Business Administration or related field preferred.
- ITIL Foundations certification preferred.