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Manager, Application Support and Release Management

Company: Essexmanagement
Location: Rockville
Posted on: April 30, 2021

Job Description:

The Manager, Application Support / Release Management is responsible for leading application support and release management activities and staff for multiple biomedical informatics applications using or transitioning to ServiceNow (Help Desk/Incident Management), triage of and support of submitted issues, release management planning and execution, and communication with internal and external stakeholders.


The ideal candidate is a senior resource who has both strategic and practical ServiceNow implementation experience, is detailed oriented and passionate about customer support, has a problem-solving attitude and understanding of overall agile software development Release Management processes (e.g., User Acceptance Testing (UAT), documentation and release activities). The role involves application support (ServiceNow), agile software development/release management, good project management and communication skills and high-level knowledge of clinical trials/cancer research and/or biomedical/clinical informatics.


Essential Functions:

  • Direct report management of Program Support u201cApplication Support u201d Staff (-5 team members)
  • Manage a support ticketing/incident management system (ServiceNow) (existing and planned implementations)
  • Help Desk Tier 1 and 2
  • System Monitoring and Root Cause Analysis
  • Help Desk Tool Admin
  • Program Support and Release Management Standard Operating Procedures (SOPs) and related user documentation
  • Significant written correspondence (via email and chat) with internal and external stakeholders and system users / customers under defined Service Level Agreements (SLAs)
  • Support the definition and lead the Release Management process of cancer research systems and informatics platforms
    • UAT (test script creation/review, coordinating UAT sessions, documenting results)
    • Release Planning and Documentation
    • Communication
    • Knowledge of technical deployment process
    • Transition to support
    • Contribute to business and systems analysis activities for biomedical/clinical informatics systems and operations support; which may include meeting minutes, system documentation, requirements artifacts and other work products.

      Required Skills:

    • Ability to manage and mentor Program Support Team (e.g., -5 team members)
    • ServiceNow Ticketing / Incident Management/Application Support
      --- Strategic implementation advisement (tailoring for program/project)

      --- Helpdesk Tier 1 and Tier 2 implementation support

    • Project Management skills; ability to develop and monitor various release management plans and numerous project activities and dependencies
    • Strong communication (both oral and written) skills and customer service
    • Detailed-oriented and data analysis skills
    • Agile software development understanding
    • Release Management processes and experience (e.g., UAT, Release Planning, Technical and User Documentation, User Communication, Transition to Support)
    • SQL Programming and other coding skills; experience with developing SQL queries and working within SQL strongly preferred
    • Experience with developing or supporting software built on Python, Java, or other scripting language strongly preferred
    • Experience with Linux environment recommended
    • Experience with ITSM process recommended

      Required Experience:

    • Six (6) years of progressive, successful experience in areas of expertise, such as help desk support and triage, programming support, software development, operations, release management or release management
    • Four (4) years of hands-on ServiceNow (Incident Management/Help Desk) strategic and practical implementation experience
    • BS Degree with four (4) or more year of specialized experience; or MS Degree (MS preferred).

Keywords: Essexmanagement, Rockville , Manager, Application Support and Release Management, Executive , Rockville, Maryland

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