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System Owner/System Support Analyst

Boston, MA
Job Overview

The System Owner – Develops roadmaps, plans and program-manages, and implements initiatives for one or more of our Operating Support Systems (OSS). This individual works with business function leaders, product management and engineering technical and executive management and vendors as necessary to scope out at a high level the work and interdependencies to implement roadmaps for each of the systems that satisfies the prioritized needs of the business while mitigating risk and duplication of effort. This position reports to the Director of Managed Services.

Essential Tasks
  • Become a subject-matter expert in system capabilities and deficiencies
  • Work with business and engineering stakeholders and vendors’ professional services to scope out and execute on the implementation to meet key business dates
  • Own all aspects of the ongoing use of the applications, leveraging other teams for execution on tasks and plans as appropriate
  • Work with Company Info Sec group to document and implement processes for change management, access control, business continuity, monitoring, and encryption
  • Document processes and expectations for business stakeholder for typical work requests
  • Track and report on Key Performance Indicators (KPI’s) such as adoption and usefulness of the system, and how the system utilization affects other departments’ ratios of cost
  • Gather project requirements and document technical specifications
  • Create rolling 12-month roadmap plans that will be published as part of the Engineering Department’s strategic roadmap
  • Create project plans with detailed task distribution
  • Oversee execution of projects using Agile sprints to ensure the project is delivered on time and aligned with customer expectations
  • Monitor and document project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards
  • Conduct project meetings and situational analysis regularly to ensure appropriate communication to all stakeholders
  • Develop presentations, dashboards, reports, and other team- and executive-level project communications and documentation
  • Develop, communicate, and implement project risk mitigation plans; complete documentation to effectively monitor risk; and ensure accountability and responsibility
  • Develop and implement contingency and recovery plans when deliverables are missed
  • Document and communicate project changes, project health, and project status to stakeholders, business owners, and executive sponsors
  • Lead quarterly State of the Business meetings with executive sponsors
  • Manage vendors and budget, working with the CIO
  • Work with back-office product owners on an as-needed basis
  • Work especially closely with managed services team to coordinate implementation/support of projects
  • Ensure that access controls are built into the data model and system configuration so that data is available only to those groups that require it; in particular, ensure that university partners cannot view other partnerships’ students’ data
  • Comply with Company Written Information Security Policy and all other Company Information Security policies and procedures
  • Promptly report any security events, incidents, or weaknesses to Company Security
Minimum Qualifications
  • BS. or M.S. degree required, preferably in computer science, engineering, or a related subject
  • 5+ years’ experience implementing large ERP-type systems
  • Proven ability to drive projects to completion, attend to details, and understand and see the big picture
  • Experience in gathering requirements from stakeholders and documenting requirement specifications
  • Experience in planning and executing projects using Agile/Scrum methodology
  • Experience working with remote third-party development teams
  • Experience conducting user trainings and supporting user acceptance testing to get customer sign-off on projects
  • Excellent written and verbal communication skills to make executive-level presentations to stakeholders and organizational leadership
  • Ability to learn and adopt new technologies as well as stay current on existing ones, pursuing experience and certifications in leading-edge or primary technology areas
  • Preferred Qualifications
  • Experience supporting ERP systems
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