Business Systems Support Manager

at  CDW

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

JOB SUMMARY

As Business System Support Manager, you will be responsible for leading a team of 4 supporting CDW Subscription Hub (Built on the CloudBlue platform), Astea and Release Management. This is a hands-on manager role where you will be expected to engage in support as well as manage the team.
You be working alongside stakeholders in the business, the project team, product managers and the supplier.

WHO WE ARE:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

KEY RESPONSIBILITIES

• Manage the team to provide the best possible level of support to the platforms under your remit.
• Liaise with Business Systems to ensure high levels of customer satisfaction and align with any production improvements being made to the platforms.
• Assist product owners in continuously evaluating and enhancing their platforms and associated processes, identifying areas for improvement, and implementing solutions to increase efficiency and customer satisfaction.
• Provide a first line support of internal and customer queries and then log these with the supplier as necessary for further investigation.
• Maintain up to date knowledge about CloudBlue & Astea Platform, Products, related products and technologies and support processes by attending trainings and self-study.
• Contribute to the CDW Subscription Hub / CloudBlue knowledge base for internal and external use.
• Build and develop strong relationships across the business, including with Sales, Finance & Managed Services.
• Assist Product Managers with creating bundles.
• Guide and support the onboarding process for new customers onto the CDW Subscription Hub platform, ensuring a seamless transition and successful adoption.
• Deliver exceptional customer support, addressing inquiries, providing technical assistance, and ensuring customer satisfaction.
• Price List Maintenance: Collaborate with Product Owners to maintain accurate and up-to-date price lists for CDW Subscription Hub services, ensuring transparency and consistency in pricing.
• System Monitoring: Monitor the performance and stability of the CDW Subscription Hub platform, proactively identifying and addressing potential issues to minimize downtime and optimize functionality.
• Create and maintain comprehensive documentation, including user guides, troubleshooting manuals, and best practices, to assist customers and internal teams in utilizing the CDW Subscription Hub platform effectively.

MANAGEMENT RESPONSIBILITIES

• Conduct regular 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance (process TRP, IDP, PMP and another initiatives)
• Hire, develop, inspire, encourage, and retain talent, including human capital planning and position CDW as a great place to work.
• Provide ongoing coaching and development to increase productivity and readiness.

Qualifications, Skills & Experience Management Responsibilities

• Experience leading small teams supporting XaaS platforms.
• Proven experience as an Application Administrator or similar role, preferably in a SaaS or XaaS environment.