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Application Support Manager - GROWMARK, Inc. - Bloomington, IL

GROWMARK is a regional cooperative with annual sales of $8.5 billion providing agronomy, energy, facility planning, and logistics products and services, as well as grain marketing and risk management services in more than 40 states and Ontario, Canada. GROWMARK is ranked fourth on the NCB Co-op 100 listing of the nation’s 100 highest revenue-earning cooperative businesses.  GROWMARK owns the FS trademark, which is used by affiliated member cooperatives. GROWMARK is large enough to offer solid career opportunities, but small enough to provide a family-oriented, welcoming environment and great benefits.

See what it's like to work at GROWMARK:  https://youtu.be/CSVMnKCySsY

 

 

PURPOSE AND SUMMARY STATEMENT

 

Responsible for a team consulting and assisting customers with application support, providing guidance on the use of GROWMARK standard software/hardware and troubleshooting accounting processing issues.

 

SUPERVISION AND LEADERSHIP

 

Manages a team of Application Support Analysts that provide application support and problem resolution to customers, including staffing, evaluating performance, organizing, and directing employees.

 

ESSENTIAL JOB FUNCTIONS
 
Responsible for leadership and direction in assisting support analysts in solving non-routine support issues.  

 

Oversees the development, implementation, and administration of support staff training procedures and policies.  Serves as mentor providing leadership and training to staff in the Support area.

 

Oversees, schedules, and monitors the On-Call support staff ensuring SLAs are met.

 

Provides consultation to new users in the use of the applications to meet business needs and information requirements.

 

Maintains current knowledge and understanding of system applications, computer hardware/operating systems to provide first line support for new installations. 

 

Assists in installations and training of new versions of supported system applications.

 

Performs database inquiries and audits to verify system integrity and identify problems.  

 

Makes corrections and changes to customer data to fix/resolve database problems following standard procedures and providing an audit trail.

 

Records all calls in the incident tracking system to be used for future inquiries and quarterly billings. Tracks and analyzes trends in incident tracking system and generate statistical reports.

 

OTHER JOB FUNCTIONS

 

Leads the Support area in assisting with training for end users in coordination with Application Managers.

 

Responsible for assigned projects which may include but are not limited to Regional Reporting, Mergers, and Audits. 

 

Responsible for assisting with the testing as required of new versions of GROWMARK approved applications to assure functionality and/or compatibility with all other applications. 

 

Responsible for tracking or obtaining key data which may include versions of software, and necessary documentation to process periodic billings.

 

Assist with annual Patronage processing.

 

Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

 

Performs all other duties as assigned.

 

REQUIREMENTS

 

Normally requires a bachelor’s degree in accounting/business, information systems, or equivalent, and a minimum of 4 years of application support.  

 

Understanding and experience with computer services-related areas including application support, testing, integration, accounting principles, database management, and training; policies, procedures, and compliance.

 

Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making and skill development.

 

Proven leadership skills and ability to achieve results through others.

 

Proven professional communication, interpersonal, presentation, and customer service skills.

 

Demonstrated planning, organization, analytical, diagnostic, problem-solving, and project management skills and the ability to read and interpret technical material.

 

Ability to work other than normal business days and hours. 


Must have and maintain a valid driver’s license and able to travel independently and overnight. 

 

Must obtain and maintain a Passport for support of Canadian operations. 


Ability to work hours that extend beyond normal business hours.

 

Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.  
 

We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.

 


Nearest Major Market: Bloomington IL
Nearest Secondary Market: Normal

Job Segment: Scientific, Technical Support, Consulting, Information Systems, Developer, Engineering, Technology