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Application Support Coordinator (000S4) - (St. Louis, Missouri, Mid-West United States, USA)
Company: Monsanto
Website: http://www.monsanto.com
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Open Til: 20-Dec-09
Industry Sector: Agribusiness
Industry Type: Crop Protection/Chemicals
Career Type: Technology
Job Type: Full Time
Minimum Years Experience Required: N/A
Salary: Competitive

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The User Experience and Operational Excellence Team is a part of IT's Global Systems group. The team also includes usability, front-end design, web analytics, training and quality assurance and collaborates with business and technical colleagues to develop effective user experiences.

 

The core responsibility of the Support Coordinator is to ensure that high quality support is provided for all production applications within the scope of Global Systems. The responsibilities of this position include designing, implementing and managing a support process for global applications at Monsanto. This process includes metrics identification, management, reporting, and subsequent process modifications. This position reports to the User Experience and Operational Excellence Lead, and the role may grow to include overseeing the day-to-day activities of a support staff comprised of contract and 3rd party offshore resources.  

  

 

Responsibilities include:

 

·Identify people, process, and technology changes to improve overall quality of software support and to accommodate business growth. Establish a common support methodology across    Global Systems' application teams.  

·Maintain and improve software support standard operating procedures, while ensuring compliance with corporate standards.

·Create and maintain support schedules to ensure compliance with service level agreements.  Maintain all documentation associated with support processes, standard operating procedures, and defect reporting.

·Provide strong support leadership and coordinate tasks for staff and partner teams.

·Collaborate with development and business analysis teams during design and deployment to ensure appropriate post-implementation support.

Required Skills:

·BS in Computer Science or an equivalent degree

·A comprehensive understanding of the software development lifecycle and standard support processes

·Ability to design and implement a support structure for enterprise class system

·Strong - and proactive -- organizational, written, oral communication and problem solving skills

·Minimum of two years of experience as a Team Lead in an IT support organization

 

Desired Skills:

·Work and/or educational experience in an agricultural, biotechnology, or manufacturing industry highly desired

·Experience with industry standard service management tools is a plus

·Experience with diverse support and staffing models

·Work or educational experience in enterprise class systems

 

Candidates who succeed in this fast-paced dynamic environment excel in the following competencies:

 

·Results Orientation: Fosters a sense of urgency, identifies and overcomes obstacles. Balances the big picture with day-to-day activities/issues for their technology. Persistent in the pursuit of results.

·Works effectively both independently and as a member of a cross functional team.

·Uses sound judgment to identify issues and escalates when appropriate.

·Ability to identify key needs or gaps and provide leadership to close those gaps.

·Resolves disagreements and conflicts constructively, knows when to involve others.

·Learns from mistakes, takes action to apply the learnings and provides peer and team-wide feedback for those in immediate area of focus.

·Identifies and communicates specific personal growth goals for self.

·Handles multiple tasks, switches priorities as needed.