The Back Office Support Manager is responsible for leading a small team of engineers to support and maintain a back-office GEM solution environment. This position will work as the liaison between the corporate development team and customer to ensure all requests are met in a timely and consistent manner. The Support Manager will also work hand in hand with the Technical Operations team to test and identify issues while also suggesting and implementing corrective actions. They will work on both standard support issues – ensuring a smooth operation of our platform, and on project specific work including new product releases, enhancements and upgrades of the product for the customer.

Job Functions:

• Deploy OutSystems software releases
• Support new project/product implementations as well as support and maintain existing solutions
• Triage, troubleshoot, and resolve issues with system availability, latency, or performance.
• Ensure system capacity is being monitored and considered in planning.
• Identify, report, and address system / security concerns
• Ensure Incidents assigned to the team are being managed within agreed SLAs
• Possess a working knowledge of the Software Development Life Cycle
• Contribute to design and development of tools, procedures, utilities, and components
• Research, develop and document technical design specifications and test scripts
• Liaison between the site and local operations management in assessing corporate wide requests and changes to the central system.
• Responsible for working with development, the local support staff and the client for the entire life-cycle of a change to the central system, from entry of request, to ensuring QC, to packaging within a scheduled software release.
• Works closely with systems support and the local site operations when production issues arise.
• Works with site Quality Control and the Lottery to assist with localized testing of software changes/releases.
• Ability to test any software releases developed internally
• Requirement gathering for new reports and projects, as well as change requests to current functionality
• Familiarity using Mail Merge for creating mailings
• Some knowledge of billing and invoicing processes

Position Requirements/Qualifications:

• A Bachelor’s Degree in Computer Science or 4 years of technical system experience
• 1-2 years of experience with relational database management.
• Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amount of information with attention to detail and accuracy
• Strong customer service, written, and verbal communication skills
• Ability to maintain an aggressive project management schedule within the scope of the customer’s expectations
• Reporting Tools such as Crystal Reports, Microsoft Reporting services or equivalent
• Working knowledge of all Microsoft products
• Experience with Microsoft SQL Server, including query optimization and database design
• Has a flexible and dynamic skill set and can work on various facets of a project

Skills/Abilities:

• Ability to quickly learn and understand new technologies
• Strong attention to detail
• Skilled at prioritization and multi-tasking
• Ability to develop and maintain positive working relationships
• Ability to communicate with all levels of management
• Must have average organizational and interpersonal skills
• Ability to collect and maintain documentation in accordance with Company protocol
• Ability to work in a small environment
• Ability to lift 30 lbs
• Ability to sit, stand, bend, and stretch at a minimum of 50% of the time for any or all of the movements described.

Job Type: Full-time

Schedule:

• Monday to Friday

Application Question(s):

• Will you now or in the future require sponsorship for employment visa status in order to work in the United States? (If hired, verification will be required consistent with federal law.)
• What is your base salary expectation to consider employment with SG? (e.g. 35000)

Work Location: In person

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