Production Support and Training Manager

Summary: The Production Support and Training Manager will serve as the Finance Department’s focal point for managing production support, application security and training associated with the enterprise Consolidated Financial System (CFS) which is an Oracle (E-Suite 11.5.9) based financial and supply chain management application, CFS’s primary reporting tool (Business Objects version 6.5), and the interfaces and data exchanges with non-Oracle systems. This position will also oversee the Financial Application Training team as well as the Shared Services Center Process Improvement team.Responsibilities: Responsible for directly managing production support and process improvement teams as well as trainers for the purpose of providing high quality support to the end user communities across all American Red Cross (ARC) lines of service at National Headquarters (NHQ), Biomedical Field units and the three Chapters currently utilizing Oracle. Serve as the Security Officer for enterprise financial applications by auditing and administering user access and maintaining overall security controls and procedures. Act as primary liaison to user communities to communicate system non-availability, reported problems, performance issues and application enhancements / changes. Conduct production support meetings with technical support staff and key stakeholders to evaluate functional or procedural issues, track progress and assign appropriate resources to achieve resolution and uphold a high degree of user satisfaction. Monitor system performance and recommend process efficiencies that could be implemented to maximize system performance. Support the Training Supervisor to ensure financial application end user training goals are met. This may include interacting with all level of employees (entry level to executive level) to collect and identify business training needs. Support the Process Improvement Supervisor to ensure the Shared Services Center process improvement goals are met. May be asked to be a subject matter expert or lead projects that impact Shared Services divisions. Provide functional consulting / advice with the business on best practices and enhancements to existing processes. Develop and monitor management reports and metrics. Evaluate business processes to recommend opportunities to effectively support all ARC lines of service. Responsible for creation and maintenance of Production Support Plans, Security Procedures and Service Level Agreements for supported systems. Serve as member of Control Boards and User Groups which prioritize development work for enterprise applications to ensure continuous process / procedural improvements. Design user profiles according to internal policy guidelines and external auditor recommendations. Ensure system compliance with Information Security Office Policy manual concerning access and system security. Coordinate interactions with internal and external auditors and is responsible for formal responses to audit findings. Accountable for managing the functional component of system upgrades and enhancements. May be asked to lead process improvement projects for Shared Services Center activities.Qualifications: BS/BA required in business information systems, with specialized knowledge of systems development and operations; or equivalent experience. MBA or other relevant graduate degree in business preferred. CPA, CIA, PMP, Six Sigma Certification or other professional designation highly desirable. Minimum five years of experience in the management of financial information systems (specifically Oracle E-Business Suite 11.5.9 or higher, including a three year minimum supporting enterprise systems of progressively increasing size, scope and complexity is required. Operational management experience in accounting, financial reporting, supply chain, preferred. Minimum three years managerial experience in a complex, fast-paced, deadline-driven environment is required. Ability to build working relationships with business units, stakeholders and Information Technology partners to ensure effective support of the applications, practices and processes. Overall understanding of the functional configuration and use of each supported system in order to accurately triage cases and route them to the appropriate resource for resolution. Prior training experience is preferred. Knowledge of enterprise systems to include Oracle E-Business Suite (11.5.9 or higher) and Business Objects (version 6.5 or higher). Proficiency in Microsoft Office applications. Technical as well as functional knowledge of setups, process mapping, and multiple system interfaces with other applications.The American Red Cross National Headquarters is an Equal Opportunity/Affirmative Action Employer.For more information, or to apply, visit www.redcross.org/jobs.  Click on National Headquarters Opportunities and then Search Openings and enter 6859 in the Key Word Field.