IT Application Support Manager

IT Department Summary:
Forever 21 is seeking innovative, energetic, and passionate Information Technology team members to develop and implement technological solutions for our dynamic retail environment that includes, but is not limited to, point-of-sale and back office applications.

We believe in employee development and progressive career opportunities based on skill, business acumen, relevant training and availability.

While every Forever 21 employee contributes to the overall success of the company, our IT team members provide specific value by:
1. Flawlessly executing their technical responsibilities
2. Understanding and analyzing business processes, applications and systems.
3. Supporting Forever 21?s existing infrastructure, products, and services
4. Assisting the growth, development, and maintenance of a consistent and efficient platform to power Forever 21?s web applications.
5. Being able to interact well across workgroups and all levels of the organization.


Key Responsibilities:
-Collaborate with development team to provide root-cause solutions to recurring issues -Develop, lead and motivate a team of System Analysts to provide proprietary application support and minor enhancements -Define level 2 application support process working with key teams including development, help desk (level 1 support), and Project Managers -Document problem/solutions in our knowledgebase to empower other team members -Identify and present areas for system improvement along with solution ideas to leadership -Build partnerships within organization by proactively communicating with them on a regular basis; reaching out to see if they are satisfied; taking full ownership of the issues associated with their group in order to come to resolution in a timely manner -Coordinate at a detailed level with the developers and recognizes code complexity to do estimates -Researches and proposes solutions, while using analytical skills and application design knowledge to breakdown problems and solve issues -Responsible for defining SLAs with internal customers and monitoring the ticketing system -Demonstrates the ability to differentiate non-critical and critical problem symptoms, and to devise root cause solutions, create ad-hoc reporting and implement acceptable workarounds for issues. -Identifies issue and pulls together relevant parties to determine short term solution -Willingness, ability, and flexibility to adjust work schedule for occasional nights and weekends in case of business need KNOWLEDGE, SKILLS, QUALIFICATIONS:
-College degree in the field of computer science, information sciences, or related field -5-7 years developing and supporting in-house applications in a deadline driven environment -1-3 years of management/supervisory experience or equivalent combination of education and experience -The candidate must have demonstrated exceptional verbal and written communication skills -Demonstrated strong interpersonal and relationship building skills -Experience with project management and process improvement methodologies (i.e., Six Sigma, Lean, Kaizen) -Must be able to work under high pressure/quick response environments -Excellent organizational, planning and analytical skills -This is a technical management position, so candidate must have hands on knowledge of IT systems which includes: Windows, Microsoft Visual Basic, .NET, MS SQL, -Flexible work schedule for occasional nights and weekends in case of business need -Detail oriented with strong organizational skills. -Ability to work under pressure to meet strict deadlines and goals. -Ability to work independently or with minimal supervision. -Ability to thrive in a fast-paced, fluid, team-oriented environment. - Lead by example in the areas of work ethic, personal and professional development that leads to maximum satisfaction, and perf