Lead Operations Applications Support Specialist

Job Purpose

Lead the team to monitor and control all aspects of the Nawah operations technology systems implementation, including analysis of work processes and operational gaps. Coordinate in maintaining business solutions and improvements to ensure continuous support to business objectives. Drive and support the team to research and analyze daily issues and coordinate the resolution. Review and suggest technical solutions as mandated by the business. Align department heads' objectives with the team and relay department head delegation of work.

Key Activities, Responsibility & Accountability

Business Partner Collaboration
• Facilitate all aspects of the Nawah operation system implementation, including identifying core business application solution requirements, establishing solution objectives, evaluating application functionality, and measuring the solution impact.
• Identify and assess application requirement gaps and operational application issues and risks to business units and current technology within operation technology to maintain application access levels.
• Work with business partners within one or more business organizations to align technology solutions with business strategies.
• Support all business operation application processes, requiring design or integration of technical solutions that may cross multiple functions of the business.
• Improve and deepen relationships between Nawah OT and business partners to establish strong and effective partnerships that contribute to the achievement of OT objectives.

Core Applications Designs and Solutions
• Support all the application analysts to design core business application solutions by identifying and evaluating options to establish core applications of high-quality standards corresponding to business requirements.
• Review the design solutions developed by the application specialists.
• Review the functional specifications for core business applications to resolve issues and overcome challenges.
• Support the team in investigating problems, developing recommendations, and securing the necessary technical assistance to resolve incidents, thus implementing the best fit solutions.
• Support the team to identify the need for technical assistance to help in problem resolution and resolve incidents.
• Provide recommendations for business process redesign and documentation to align with technology best practices.
• Support the team of application specialists during the change approval board meeting.

Client Engagement
• Support the team to lead the development and communicate business requirements for the design and implementation of core business solutions.
• Lead the assessment of client needs utilizing a structured requirements process such as gathering, analyzing, documenting, and managing changes to prioritize immediate business needs, recommending options, risks, and cost vs. benefits.
• Across the application scope, analyze client operations to understand their strengths and weaknesses to determine opportunities for improvements.
• Keep clients informed of problems, issues, and resolutions in relation to core applications to manage client expectations and ensure IT solutions related to core applications meet client needs.
• For all applications, monitor and analyze core applications' performance metrics to ensure client satisfaction.

Operations Technology Strategic Planning
• Conduct data gathering and analysis to understand business strategy requirements related to core applications.
• Lead short- and long-term planning sessions to ensure understanding of business goals and direction.
• Provide input from a business and information technology perspective to align with the enterprise strategy.
• Generate appropriate communication, process, and educational plans and identify obstacles to change to mitigate disruption during the change process.

Professional Certifications and Qualifications

• Bachelor's degree in Information Technology, Management Information Systems, Engineering Management, or similar.
• 6 to 7 years of related experience.