MANAGER, SOFTWARE SYSTEMS SUPPORT




Organization: Houston Zoo (AZA Member)
Location: Houston, Texas, Country
Job or Internship: Job

Manage and support of the software systems on behalf of Houston Zoo, Inc. including such systems as admissions (ticketing), development/membership, accounting and finance, human resources, online sales, auction and procurement.RESPONSIBILITIES:• Provide phone based technical support and troubleshooting of software and system issues.• Provide support services for various departments including user training, and the creation of customized reports.• Identify, evaluate, and make recommendations for software packages and related hardware to meet business processes’ information system requirements and based on schedule and budget requirements.• Provide project management for new software or major revision implementation including developing implementation plans, establishing performance metrics, assigning responsibilities, ensuring resource adequacy, and monitoring execution against schedule.• Participate in the implementation of new software or major revisions including the creation of test plans, and Q/A testing.• Define system requirements in order to meet business processes’ information system requirements and goals.• Creation and maintenance of standard operating procedures for technical support. • Manage third party suppliers and contractors during system installation, upgrade and trouble-shooting.• Develop and manage support infrastructure for information systems within the various departments.• Interface with other IT support staff and supervise contractors in order to resolve issues including data quality and system performance.• Develop "best practices" and standards.• Develop systems’ interfaces with other system owners to ensure that business processes are streamlined and business goals are achieved. • Contribute to financial forecasting and planning for information systems.• Build and maintain a support organization dedicated to customer and employee satisfaction.• Provide for the training and growth of the support staff team members.• Perform other duties and responsibilities as requested.KNOWLEDGE EXPERIENCE AND SKILLS:• A bachelor’s degree in computer science, business, or a related field or equivalent experience. • Must have a minimum of ten years of experience working with multiple client/server based applications. • Firm knowledge of various operating systems, network architecture, VMware and other standard IT infrastructure technologies.• Must have significant experience in providing high quality customer service.• Must possess good analytical skills in order to troubleshoot and resolve business process, software system, and interpersonal issues. • Strong verbal and written communication skills are required. • Must have strong time management skills.• Ability to prioritize, manage and delegate multiple tasks as necessary. • Must have solid team leadership and management skills.• Ability to operate autonomously with general supervision.• A general knowledge of business development, marketing, sales, service operations, material management, logistics, procurement, and accounting/finance processes is very desirable. • Experience working with an outsourced IT department is highly desirable.• Must have had exposure to business process development and analysis. • Must have demonstrated strong interpersonal skills and be able to work effectively with a variety of individuals and skill levels. • Experience with Macintosh OS is desirable.• Experience with the following applications is highly desirable: Galaxy Ticketing POS, Raiser’s Edge, Aware, Agresso, Doubleknot, ECI, NetDocuments, SharePoint, AuctionStar, ThirdLight, ARKS, MedARKS, SPARKS, Poplink, and Tracks.SUPERVISION: • Must be able to supervise one or more user coordinators and contractors. Applicants can visit www.houstonzoo.org/careers to download an application E-mail resume and completed application to careers@houstonzoo.org Houston Zoo is an Affirmative Action/Equal Opportunity Employer