Manager, Business Applications Support

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Lead the delivery of functional business application support, ensuring timely resolution of configuration, data, and processing issues.

• Oversee production processes, including batch processing, credit bureau reporting, customer correspondence, and tax form generation.

• Take ownership of product management for customer correspondence and year-end tax reporting.

• Establish and monitor service levels, performance metrics, and initiatives for continuous improvement.

• Drive root cause analysis, process optimization, documentation standards, and maintain audit readiness, including ICFR controls.

• Lead, develop, and mentor business applications analysts and contractors.

• Establish ownership and cross-training to ensure comprehensive application support coverage and continuity.

• Set performance expectations while promoting accountability, collaboration, and a customer-centric focus.

• Manage staffing, resource planning, and the development of the team.

• Act as the primary escalation point for application support, ensuring a positive experience for clients.

• Collaborate with business leaders, Customer Success, and Account Management teams.

• Communicate application performance, trends, risks, and opportunities for improvement to stakeholders.

• Work alongside the Service Desk, Product, IT, Security, and development teams.

• Manage relationships with print, mail, and tax reporting vendors.

• Lead support readiness for enhancements, upgrades, conversions, and transitions of platforms.

• Translate client feedback and support trends into recommendations for product, process, and service delivery improvements.

⛳️ Requirements

• Bachelor’s degree in information technology, business administration, finance, or a related field.

• A minimum of 5 years of relevant experience in application support, financial accounting, data analytics, or loan accounting.

• Leadership experience is preferred.

• Familiarity with service desk tools and IT service management (ITIL) practices, including incident, problem, and change management, such as Jira Service Management (JSM).

• Experience with general ledger and reporting applications.

• Preferred experience with core banking or loan servicing systems, such as Fiserv DNA.

• Experience in managing vendors, contracts, and third-party support relationships is preferred.

• Farm Credit or agricultural lending experience is preferred.

• An equivalent combination of education and experience sufficient to perform the essential functions of the job.

🏝️ Benefits

• Competitive salary and bonus package.

• Comprehensive medical, dental, and vision insurance.

• Tax-advantaged healthcare accounts.

• 401(k) plan with a generous employer match.

• Income protection benefits.

• Individual learning and development budget.

• Robust time-off plans.

• Workplace flexibility.