May 17, 2022 A Technology Blog

Job Opening for Web Application Service Delivery Manager in PSECU (1 Credit Union Pl, Harrisburg, PA 17110)

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Job Category : Engineering
Company Name: PSECU
Position Name: Web Application Service Delivery Manager
Location : 1 Credit Union Pl, Harrisburg, PA 17110
Job Description : Description PSECU, a high-tech progressive financial institution with more than $7 billion in assets, is seeking a Web Application Service Delivery Manager who will partner with their Client(s) and focus on maintaining and improving their applications and services to ensure Client satisfaction. This position will be responsible for the success of the web application and serve as a critical function in aligning resources, strategy, and delivery. The ASDM helps resolve technical problems, manage performance of resources, track finances, and controls the quality-of-service delivery. The position must maintain a high level of interaction with vendors, Clients, varying levels of management and collaborate with colleagues across the organization. This position will establish processes to provide consistent high levels of satisfaction in a cost-effective manner, while in a fast-paced, deadline-driven work environment. Benefits: We offer a competitive salary, excellent benefits and a great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement. Employee Type: Full-time Schedule: Monday-Friday 8:00am-4:00pm or 9:00am-5:00pm. This is a hybrid schedule working remotely with minimum onsite expectation of 20%, or as needed. Salary Range: $68,585-$105,000/yr.; Commensurate with experience Candidate must be bondable and credit worthy. DUTIES AND ACCOUNTABILITIES – Essential for this position: Acts as a trusted advisor and maintains positive relationships with Client(s). This role involves assessing Client feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Develop a business strategic roadmap by collaborating with Client(s) on their vision, strategy, goals, and roadmap. Have an in-depth knowledge of the platform, examine all aspects of maintenance and product lifecycle, manage equipment and infrastructure updates, maintenance, and versioning. Provide consulting expertise for the development of requirements, negotiate the delivery of those requirements based on priority and resource availability. Collaborate and schedule delivery from IT resources (e.g., operations, infrastructure, network, database, development, security, and quality assurance). Responsible for the delivery of all associated roadmaps and product initiatives, ensuring that they meet planned deadlines and adhere to the EPMO project management governance standards. Responsible for the development of Standards and Procedures for the relevant areas of specialty, that will govern and create efficiencies for the work to get done. Responsible to maintain an overall infrastructure service roadmap and effectively communicate with Client(s) to establish a complete understanding of the impact to resources, availability, and the strategic roadmap. Research and stay current with new and innovative products/enhancements. Consult with the Client(s) in the development of business cases and future project initiatives. Establish baselines, SLA’s, and KPI’s (quality, performance, stability, satisfaction). Utilize monitoring tools to alert and notify when we experience deviation from established baselines. When scores fall below these thresholds, service delivery managers communicate these issues and engage appropriate resources. Ensures documentation is written in a clear and concise manner and at a level appropriate for stakeholders (e.g., dashboards, reports, and process mapping). Collaborate with the Client(s) to manage the budget for all aspects of their application or service, including the ongoing tracking of financials and Return on Investment (ROI). Communicate and coordinate release planning, including any applicable change management processes. Collaborate with vendors to clarify system and program enhancements, requirements, identify problems, and coordinate upgrades/modifications and support. Coordinate technology specific products and platforms in accordance with PSECU Vendor management processes. Works with the PSECU BCP administrator to assist Client(s) in determining critical business processes, identifies acceptable recovery time periods, and establishes resources required for the successful resumption of business operations in the event of a disaster. Acts as the conduit with the BCP administrator, Information Technology resources, and the Client(s). Incident Management Track issues and facilitate response and resolution in a measured fashion. Utilize software systems for tracking incidents, requests, requirements, and enhancements (e.g., ServiceNow, Azure DevOps, CASE, JIRA, Confluence) Maintain appropriate confidentiality in matters pertaining to the personal affairs, including credit union account information, of members and credit union employees. Ensure compliance with all federal (FFIEC guidelines and Sarbanes-Oxley Act, Section 404) and state regulations. Demonstrates and promotes PSECU’s Pride Principles: Partnership, Reliability, Integrity, Dedication, Ethics. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank’s compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc. Responsible for ensuring that all selection, promotional and training practices within the department are handled in accordance with the organizations Equal Employment Opportunity Commission (EEOC) and Diversity & Inclusion initiatives. Proficiency with collaboration tools like MS Teams and Slack. DUTIES AND ACCOUNTABILITIES – Essential for all PSECU Management: Knowledge – Maintain required knowledge, skills and abilities in assigned area of expertise, including the laws, standards, fundamentals, methods, procedures, and techniques required for job. Maintain up-to-date knowledge of PSECU’s Collective Bargaining Unit Agreement, processes, related business processes, and the business world outside PSECU. Maintain knowledge PSECU’s goals, culture, philosophy, products and services, bylaws, policies, and internal practices. Workflow Management – Manage time effectively; meet deadlines; and produce quality work requiring little or no review. Manage high volume of work assignments. Judgment – Exercise good judgment and appropriate decision making within scope of job. Communication – Effectively communicate with audience appropriate content and detail both verbally and in writing. Relationship Management – Maintain strong and effective interpersonal skills and effective working relationships with all stakeholders, both internal and external. Demonstrate PSECUs Operating Principles of PRIDE (Partnership, Reliability, Improvement, Dedication, and Ethics). Proficiency with Microsoft Office. Maintain regular and consistent attendance as required for acceptable performance and accountabilities of this position. Maintain confidentiality, in particular with credit union account information, as well as other information designated as confidential. Responsible for the establishment and ongoing maintenance of an effective system of internal control within the scope of assigned job responsibilities. Must meet creditworthiness standards. Notify Human Resources in writing if convicted of a misdemeanor or felony involving dishonesty, breach of trust or violation of the Pennsylvania Credit Union Code (17 Pa. S. C. A. 101 et seq.) during the course of employment with PSECU. DUTIES AND ACCOUNTABILITIES – Non-essential: Perform other duties and responsibilities as assigned. OTHER: This position is eligible for remote work and may be called onsite at the discretion of the unit supervisor or management. This position may be advertised in the public media. Appointment to this position is not subject to the terms of the Collective Bargaining Agreement. Applicant may be required to complete one or more employment assessments and/or testing. This position may be subject to telephone monitoring to assure quality member communications. Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job. MINIMUM / PREFERRED EXPERIENCE AND EDUCATION: Minimum Experience: Bachelor’s degree in business, engineering, management, computer information systems, computer science or related field specific to the line of business position will be serving will be accepted. And one to three of experience being on a team responsible for delivery of a large product or service. Strong management experience with proven success in managing vendors, driving cost efficiencies, innovating solutions, working in large team environments, delivering success for the business. Familiarity with Project Management processes and procedures. (e.g. Waterfall, Agile) Or any equivalent combination of experience and education. Preferred Experience: Exceptional analytical and critical thinking skills. Excellent oral and written skills for use in writing detailed business requirements and presenting solutions to other team members. Previous exposure to software development environments. Project Management Professional (PMP), ITIL V3 or V4, or related certification. Qualifications Education Required Bachelors or better. HS Diploma Equivalency or better. Experience Preferred IT product/service delivery Vendor Management Familiarity with Project Management processes and procedures. (e.g. Waterfall, Agile) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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