IT Supervisor - Randstad USA

POSITION DEFINITION: The Information Technology Supervisor reports to the Corporate Information Technology Architecture Manager. The individual in this position has the responsibility for providing 24x7 support while ensuring the stability, integrity, and efficient operation of the Customer Information System (CIS) environment; Oracle Utilities Customer Care & Billing (CC&B). This position requires a hands-on Supervisor who leads by example, has outstanding leadership capabilities, with the ability to lead, train, develop, and motivate a team. The Supervisor serves as a liaison between the Customer Care and Billing Technical (CCBTech) team and Customer Service Center management, Operations Management, Accounting Management, and other groups within the Information Technology department as necessary to facilitate the resolution of support issues, successful rollout of new initiatives, programs, systems, and automation enhancements. The incumbent is also responsible for implementing internal controls (SOX) and procedures to ensure consistency and standardization for customer information systems.

Supervision: The incumbent supervises a team of Systems and Applications Support analysts. Key to the function is the ability of the Supervisor to provide effective leadership, including the responsibility for planning/prioritizing day-to-day work, managing the group's ticket queue, routinely evaluating employee performance, providing feedback and coaching, preparing evaluations and recommending areas for personal development and or discipline as required.

Accountability

This Supervisor must successfully coordinate the workflow and function of their team to meet overall department goals and business needs. This oversight includes, disseminating timely information to Systems and Applications Support analysts on business requirements and objectives; providing staff with ongoing coaching, skills training; and facilitating education and calibration sessions. The incumbent works in an environment of routinely sensitive and confidential issues; therefore, the person in this position must have the ability to withhold confidential information regarding internal employees and external customers. This person must be able to work independently, exercise initiative and sound judgment in the performance of the core job responsibilities of this position.

Technical/Functional Skills:

As a Supervisor over the CCBTech team, the individual must possess strong written and verbal skills to address internal customers via phone and e-mail. The individual must be organized, analytical, a capable problem-solver with the ability to manage multiple projects simultaneously and work either independently or as a member of a team. The Supervisor must also have a firm grasp of the relative software used for customer service, billing, report writing, and financial recordkeeping.

• Technical Skills:

o CC&B coding and development utilizing Oracle CC&B Software Development Kit

o Oracle Utilities Framework

o Reporting Tools such as Microsoft PowerBI

o MWM

o Working knowledge of Java

o Python

o SQL

o PL/SQL

o Microfocus COBOL

o Working knowledge of Linux OS

o Shell scripting

o OpenText (formerly HP Exstream)

o Automic Applications Manager

o Toad / SQL Developer

o Weblogic

• Functional Skills:
  
  
  • Exceptional written, verbal communication, interpersonal and organizational skills, to address customers with email, letters and phone calls at all levels within the organization
    
    
  • Experience taking customer business requirements and developing appropriate technical solutions to meet their needs
    
    
  • Exceptional data analysis, correlation, process control and process improvement skills
    
    
  • Thorough understanding and command of the principles of coaching and feedback, with the ability to provide effective advice across a wide variety of roles, performance situations and employee personalities and learning styles
    
    
  • Excellent interpersonal skills with the ability to effectively motivate and inspire to higher levels of performance
    
    
  • Experience in developing and deploying best practices in the Information Technology function
    
    
  • The ability to quickly isolate root causes through analysis and problem solving skills
    
    
  • Skilled in facilitating contin