Client Solutions Manager - 2682
Ephrata, PA

Client Solutions Manager - 2682

This Opportunity

Be involved in projects with our IT Business Systems Team and be a part of a growing organization that meets our client’s objectives and solves their challenges. WSP is currently initiating a search for an Client Solutions Manager for our Ephrata, PA office.

Your Impact

  • Planning Responsibilities
    • Responsible and accountable for managing development and support of the Client Systems applications 
    • Facilitate and liaise with business leaders and IT managers on activities related to projects and applications
    • Direct the development and maintenance of project plans for all enhancements and solutions
  • Operational and/or External Customer Responsibilities
    • Oversee third-party vendors, application development, data services, client services, engineering applications staff as appropriate to determine and resolve problems 
    • Establish and ensure SLAs are met for applications support and work with the agreed processes and standards
    • Ensure clear focus on completing all activity within the performance standards agreed with the customers
    • Ensure that testing of solutions is accurate and all testing is documented properly 
  • Leadership and People Responsibilities
    • Manage Client Solutions team to ensure operational excellence and readiness of applications required to WSP’s business
    • Manage and liaise with IT resources during system outages and/or programmatic failures
    • Manage and work collaboratively with individuals and teams across the firm to troubleshoot and resolve both 3rd party and custom developed application issues

Who You Are

Required Qualifications

  • 10+ years related experience in Client System applciations
  • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field
  • Strong organizational skills, attention to detail and technical judgment
  • Experience and creativity in troubleshooting software application problems
  • Experience in SQL, .NET, Python, JavaScript programming language 
  • Experience in Azure/AWS Cloud Services, O365 Services, MS Power platform, SharePoint, JIRA, and REST API Management
  • Experience with Help Desk ticketing systems such as Service Now or SBM (Team Track)
  • Experience managing multiple tasks & priorities to meet deadlines
  • Experience in collection and documentation of business requirements and the transfer of those requirements into a sound technical solution
  • Able to diagnose and solve technical or process issues and evaluate impact on business. Able to provide alternative solutions as required
  • Able to solve complex problems using interpolative thought processes, an orderly approach to decision making, and recognizing similarities in past situations
  • Influences others to gain support, and actively works to implement improvements in issue resolution processes
  • Exercise responsible and ethical decision-making regarding company funds, resources and conduct and adhere to WSP’s Code of Conduct and related policies and procedures.• Proven track record of upholding workplace safety and ability to abide by WSP’s health, safety and drug/alcohol and harassment policies.

Preferred Qualifications

  • Assist in the development, implementation, and testing of applications software
  • Assist in the analysis of project proposals; identify potential problem areas, and recommend optimum approaches for project path, utilizing specific area of technical expertise
  • Identify, prioritize, resolve, document, and communicate technical and operational issues related to internal software applications
  • Work collaboratively with individuals across the organization to troubleshoot and resolve both 3rd party and custom developed application incidents
  • Maintain high client satisfaction through successful and timely resolution of technical and operational incidents
  • Demonstrate a willingness to engage with end users in a highly professional and helpful manner
  • Estimate issue resolution times through both independent analysis as well as collaboration with other team members
  • Improve the overall quality and completeness of application documentation and support procedures
  • Clearly document all incidents and the steps taken to resolve the incidents