Application Support Manager – Certinia
Job Description
Job title: Application Support Manager – Certinia
Company: Inizio
Job description: Our PledgeAt Inizio, we value inclusivity, recognize the power of diversity, and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a work environment that values diversity, equity, and inclusion. We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications regardless of race, colour, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.The RoleThe Application Support Manager supports our Professional Services Automation software, Certinia, which is used by several teams at Inizio. You will lead the internal support team and collaborate with our managed service partner to support daily queries, issue resolution, and user education. A customer focus is critical to this role, as you will be the point of contact for all Certinia queries.You will also oversee the ongoing enhancement and continuous improvement cycle for Certinia, which is vital for managing operational risk and delivering important improvements.This is a hybrid working role reporting to our Enterprise Finance Systems Manager.ResponsibilitiesOperations Management
- Lead daily activities for the Certinia support team – assigning tasks, setting priorities, and managing internal and external partners.
- Manage, prioritise, and escalate issues with 3rd party support partners & software vendors to ensure that goals are met.
- Work with internal governance and external audit partners to fulfil audit and regulatory requirements.
Delivery Management
- Oversee the production support, small business requests and larger quarterly release workstreams with activities to include coordination, resourcing, and timeline reporting for all requests.
- Promote the use of the Deming Cycle mantra for Delivery and Operations Management – Plan, Do, Check, Act.
- Lead the Release and Environment Refresh strategies, with consideration to continuous improvement and project deployment into production.
- Define an acceptable list of Acceptance into Service (AiS) collateral as part of any quarterly or project deployments, enabling ongoing support post-deployment.
Business & Vendor Partnering
- Managing our Support Partner, working with the Service Delivery counterpart to understand and improve service.
- Analysing trends within user-reported incidents, and collaborating with team members to progress, resolve, and improve processes.
- Work with the Software vendor and the Support partner to roadmap, impact assess and deliver annual periodic Vendor updates and enhancements with minimal disruption and risk to the business.
- Work with the delivery partners to build a Certinia centre of excellence at Inizio.
Team Management
- Manage the first-line support team, working with 3rd party managed service providers and vendors for escalations.
- Promote root cause analysis within the team and keep the business informed as required.
- Identify areas where process training and upskilling is required within the team and the wider operational support teams, allowing for smoother business as usual support, and striving for continuous improvement.
- Identify trends within Certinia and upstream/downstream systems that warrant improvements or resolution.
- Challenge the teams to improve and automate manual tasks where possible, freeing them up for more valuable activities.
What skills and experience you bring to the role
- ITIL and/or Project Management certification.
- Deep-rooted experience in driving Continuous Improvements as part of technology Change Management.
- Functional and technical experience with Salesforce and/or Certinia suite of products
- Ability to meet deadlines, and to handle and prioritise simultaneous requests.
- Experience collaborating with business operations teams, solution architects, IT operations and security teams in a controlled environment
- Ability to promote a progressive and positive working environment within an Enterprise Applications team.
- A focus on customer service & achieving business outcomes.
- Knowledge of Workday, Oracle Fusion, and Integration software (Boomi) is a bonus.
Benefits
- Great compensation package
- Company bonus scheme
- Company pension plan
- Private medical plan
- Life assurance
- Cycle to work scheme
Who are Inizio?We help our clients navigate their clinical development and commercialization journey by connecting best-in-class scientific knowledge, market intelligence, actionable data, cutting-edge tech, communication, and creative execution.With global presence and a wide range of career paths, the career possibilities are expanding at Inizio. We’re a growing global team of 11,700 – a $1.5bn revenue business working with the world’s leading health and life sciences businesses, and we have exciting growth plans. Whoever and wherever you are, we’ll empower you with the autonomy you need to experiment, learn, and grow. We’ll make sure that you feel valued, supported, and confident being yourself at work. And of course, because we’re helping our clients to transform healthcare and improve millions of lives you can feel pride in your work at Inizio.#LI-DT1 #LI-REMOTE
Expected salary:
Location: London
