SWIVEL is seeking a talented individual to handle day-to-day monitoring of staffing and personnel issues exercising discretion and independent judgment, with limited supervision; Oversee internal and external client service support including support relationship management; daily interaction with support; handling questions or problems; handles escalated issues with engineering; Keep upper management advised of progress through regular reporting. Why you'll love this role: This role is a great opportunity to utilize your technical knowledge and skills. This person will be able to interact with client facing teams as well as technical IT departments within SWIVEL, SWBC and outside vendors. This role will lead the Client Application Analyst Team and be responsible for specific Reporting in both the Application Analyst and Client Support Teams. The candidates' technical skills will directly contribute toward SWIVEL's Mission to provide excellent client service and being the most exceptional transaction enabler for our clients. Essential duties include the following
- Oversees the ongoing support for business applications, including troubleshooting, resolving issues, and performing regular maintenance for medium to highly complex systems. Creation and maintenance of beta environments, as well as post production testing of applications.
- Works closely with stakeholders to understand and document business requirements for new applications, enhancement to existing applications, documenting and scoping application bug fixes, as well as prioritization of these items.
- Manages a team of Application Analysts in a highly complex organization, including influencing cross functional partners and leaders to deliver on organizational goals.
- Oversees the implementation and configuration of new business applications, gathering and documenting feedback in partnership with the development team, and ensuring they align with business needs and best practices.
- Works with direct reports to oversee and develop and deliver training sessions for end-users to ensure effective use of business applications for all operational teams.
- Mentors and grows the team, and delivering directly, the ideation, scoping and execution of process improvement for business processes including automating simple tasks, working with development team to remove manual effort and work, and improving the experiences of support agents and the communities we serve.
- Other duties as assigned.
Serious candidates will possess the minimum qualifications: - Bachelor's degree in computer science, engineering, business or related field from a four-year accredited college or university.
- Minimum of five to seven (5-7) years of in analyzing IT business processes, software application, IT platform design and/or IT documentation with an understanding of application / IT platform data systems and operations.
- Three to four (3-4) years experience in people management and leadership roles.
- Expert organizational and planning skills.
- Expert multi-tasking skills.
- Advanced collecting and analyzing data skills.
- Strong problem resolution, analytical, and multi-tasking skills.
- Developing negation skills.
- Advanced managing priorities, deadlines, and problem-solving skills.
- Advanced Microsoft Office skills, including Outlook, Word, and Excel.
- Excellent verbal and written communication skills.
- Able to work collaboratively and build relationships.
- Able to analyze, organize and prioritize work.
- Able to adapt.
- Able to travel locally or nationally by car or plane.
- Able to sit for long periods of time performing sedentary activities.
- Able to stand, stoop, and kneel to file for long periods of time.
SWIVEL offers*: - Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information: SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at If interested, please click the appropriate apply button.