Applications Support Manager

The Applications Support Manager is a key role in the IS Management Team. This person will lead the team responsible for technical support of the Infor Lawson ERP system and ancillary systems including EDI transactional systems. This technical manager’s role is responsible for the overall support and maintenance of various application systems, particularly the Infor Lawson ERP System. The responsibilities include supporting all aspects of the Infor Lawson application environment and ancillary systems including ERP user and security administration, portal administration, distribution administration, production support, job scheduling, shell scripting, and source management.

Location: Ft. Lauderdale

Principle Accountabilities & Responsibilities:

• Manage Applications Support team to ensure that they are appropriately motivated and trained and that they carry out their responsibilities to the required standard
• Lead team efforts to support all aspects of the Infor Lawson ERP system and related systems (security, application, environment, portal interface, middleware, EDI, ProcessFlow, etc.)
• Responsible for support/maintenance patching of Infor Lawson applications and environment version 9.x/10.x including WebSphere, Portal, Design Studio, etc.
• Plans and executes Infor Lawson environment and application upgrades plus CTP/MSP/ESP installations
• Establish and maintain all necessary ERP support procedures and ensure that all ERP systems are supported by the necessary documentation and manuals
• Acts as ERP security officer to maintain ERP security (Infor LS9) through established policies and procedures making security model adjustments to roles/rules when needed
• Maintains Infor Lawson LDAP instance and related data support
• Administers ProcessFlow including patches and change control of existing and new flows
• Maintains auditing tools and creates security reports to satisfy compliance policies
• Works with infrastructure team to resolve ERP network/hardware/OS issues
• Works with developers to resolve ERP Application issues
• Manages change control for ERP, ProcessFlow and related application changes
• Creates and maintains Lawson Portal setup including departmental bookmarks/roles
• Trains new users on basic Lawson navigation and usage
• Establish critical monitoring processes for key ERP systems to identify processing/performance issues and proactively review output to ensure that any problems are rapidly dealt with and any defects remedied
• Maintains Lawson licensing and works with auditors as necessary pulling audit reports
• Creates reports to measure ERP solution performance using identified KPIs
• Leads set up of and monitoring of critical job streams and trains users in job setup
• Leads maintenance of ERP User/Print/Distribution Groups
• Applies BSI Tax Factory upgrades and works with BSI support to troubleshoot issues
• Leads support for Liason/Gentran/Sterling Commerce systems used for EDI processing
• Supports and/or installs software applications/operating systems
• Coordinates server OS upgrades with infrastructure team, organizing & supporting test efforts

Required Experience, Knowledge & Skills:
Technical:

• 5+ years of experience performing Infor Lawson ERP System Administration:
  • LAUA security/administration/environment groups
  • Job scheduler/printer definition/user
  • Application source code management/change control
  • ESP/CTP/MSP installation including custom application impact analysis
  • Lawson data dictionary support including metadata structures
• 2+ years of experience directly supporting Infor Lawson v9.x environment and supporting software
  • Lawson system architecture including WebSphere, LDAP, SSO, IOS
  • Portal administration (creating/maintaining roles/bookmarks/profiles)
• 2+ years of experience directly supporting Lawson Security (LS9) including creating and maintaining rules/security classes/roles and maintaining LDAP repository
• Experience directly supporting ProcessFlow (ProcessFlow Admin, Scheduler and Event Manager Console and Designer)
• Experience supporting EDI transactional interface systems (Liaison/TrustedLink/Gentran)
• Experience with UNIX shell scripting and/or Windows system scripting (batch filesl/PowerShell/Perl or equivalent)
• Experience supporting BSI Tax Factory including applying cyclical and release upgrades
• Experience with Unix, Windows and Linux Operating systems
• Experience describing and documenting client requirements
• Experience working with Infor Lawson Support to open cases and resolve issues
• Microsoft LDAP (ADAM/AD LDS) experience a plus
• Microsoft IIS or IBM HTTP Server experience a plus
• Java and/or JavaScript programming a plus
• Experience with PL/SQL, T-SQL a plus
• Experience with Oracle and SQL Server databases a plus

Non-technical:

• Proven history of delivering a high performance culture in a team through coaching, mentoring, and leadership
• Proven record of technical proficiency with ability to solve complex support issues under pressure
• Strong interpersonal and communication skills; ability to write proposals or papers, act as a vendor liaison, make presentations to customers or client audiences or professional peers, and work closely with upper management
• Ability to solve problems quickly and automate processes
• Proven history of implementation of enhancements and improvements to established processes and workflows
• Effective planning, strong organizational skills, ability to handle multiple projects and attention to detail
• Superior communication skills, both written and oral; effectively communicate at all levels of the organization
• Thrives in a challenging environment, atmosphere of constant improvement and change and has the ability of working in a fast-paced, entrepreneurial and ambiguous environment
• Ability to build and maintain strong working relationships internally and externally
• Ability to work with department managers, other IS functional areas, and the user base to incorporate best practices and technical design standards
• Must have a strong track record of building trust and credibility in the eyes of peers, business partners and team members
• Ability to work independently and with little supervision
• Conveys a strong presence, professional image, and deals confidently with complex business problems
• Flexibility, creativity and adaptability in changing and dynamic environments
• Ability to multi-task with advanced problem-solving capability
• Facilitation and presentation skills with an ability to educate inform and lead others in information gathering

Academic Requirements:
Bachelor’s Degree (B.A.) from a four-year college or university; or 10+ years of related experience and/or training; or equivalent combination of education and experience.