• Kronos Technical Support Manager

    Job Locations US-TX-Arlington
    Requisition ID
    2019-34287
    Employee Type
    Full Time-Regular
    Category
    Information Technology
    Travel
    0-10%
  • Overview

    The Kronos Technical Support Manager is responsible for leading global support activities of the Kronos Technical Support Engineers and contractors who support and provide technical services for Kronos Applications including Workforce Central and related third party applications. The manager is also responsible for overseeing all project related and enhancement related changes and/or break fix activates as it pertains Kronos Applications and or related systems.

    Responsibilities

    JOB DUTIES

    • Supervise Kronos Technical Support Engineers
    • Team Member Development through Directing, Coaching and Supporting as needed
    • Assign / Delegate tasks to team members and consultants
    • Act as an adviser and liaison for the Payroll, Human Resource, and Information Technology teams
    • Serving as a liaison to senior IT management, reporting on the status of global projects, identifying issues and assessing their impact, and proactively recommending solutions
    • Partner with the Project Management Office (PMO) to gather and document business, user and functional business requirements to support upgrades, enhancements, change and/or fixes to existing or new systems
    • Planning, coordinating and monitoring the activities of outside vendors to ensure their ongoing alignment with global project and business goals
    • Manage international customer relationships with supported business groups
    • Assist Quality Assurance Team with developing and executing test scripts to verify all system functionality
    • Develop and maintain Knowledge Management Processes for documentation of supported applications (including but not limited to system documentation, trouble shooting, and audit)
    • Plan, organize and direct the implementation and/or development of supported applications in accordance with strategic business plans and industry standards on multiple large projects
    • Perform the duties of a Kronos Technical Support Engineer as needed
    • Provide After-hours support as needed
    • Work with leadership team to develop and maintain department policies and procedures

    REPORTING RELATIONSHIP

    AVP Corporate Business Systems US

    Qualifications

    Knowledge

    • Advanced knowledge of information technology systems, infrastructure and operations
    • Knowledgeable of best practices in information technology governance and regulatory landscape for financial institutions
    • Significant experience in a large and complex business environment
    • Knowledge of security methodologies, policies, standards and best practices
    • Knowledge of business processes for supported business groups
    • Knowledge of GM Financials core business functions, policies and procedures
    • Working knowledge of project management methodology

    Skills

    • Strong Functional and technical skills in supporting Kronos Applications, specifically Kronos WorkForce Central
    • Experience working as the Lead on a Kronos WorkForce Central Implementation as well as having been involved in multiple implementations
    • Strong technical skills working with Kronos WorkForce Integration Manager (WIM)
    • Strong technical skills configuring and supporting Kronos Approved Automated Data Collection Devices (Time Clocks)
    • Experience working with Microsoft SQL Server database or Oracle database
    • Familiarity with the WorkForce Central Database Architecture (Oracle Database or SQL Server Database) is a plus
    • Experience migrating WorkForce Central from one platform to another is a plus
    • Experience supporting business applications hosted with a third party vendor, Cloud Environment or SaaS is a plus
    • Ability to write complex SQL queries
    • Ability to analyze PL/SQL packages is a plus
    • Ability to effectively lead, organize, and supervise
    • Ability to build consensus, use active listening skills, and work harmoniously with others in getting a job done while promoting a culture of teamwork, excellence, and integrity
    • Ability and willingness to achieve organizational and individual goals by seizing opportunities and learning from experience
    • Ability to analyze work, set goals, develop plans of action, and utilize time effectively
    • Ability to provide prompt, high-quality customer service to members, staff, vendors, and internal/external customers
    • Good communication skills displaying timely and accurate information sharing with active listening skills
    • Ability to help team members and customers embrace processes, procedures, methodologies, and solutions
    • Ability to embrace change and participate in exploring opportunities to improve
    • Ability to exercise independent judgment and make sound decisions; the ability to base decisions on fact rather than emotion
    • Competent in the use of Microsoft Office software
    • Good time management skills and a demonstrated understanding of expected delivery dates and the tasks necessary to achieve objectives
    • Ability to thoroughly research issues in a timely manner, identify and suggest solutions, and proactively implement corrective steps

    Education

    • Bachelor’s Degree required
    • Master’s Degree or ​equivalent experience in computer studies or related Business area preferred

    Experience

    • 5-7 years experience in the field of the primary group supported required

    Work Conditions

    • Fast-paced office environment
    • Strong focus on providing quality service to our GMF Business Partners
    • Limited travel may be required to support business needs
    • Must be able to deal with stressful office conditions while troubleshooting problems

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