ERP Application Support Manager

Creating Peace of Mind by Pioneering Safety and Security
At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.
Job Title
ERP Application Support Manager
Manages the day-to-day support and application system operational functions for Allegion's strategic Enterprise Resource Planning (ERP) systems including application integrations. Ensures processes are followed to ensure system availability, data integrity, consistency, and adherence of Allegion and system standards and SOX compliance procedures. Provides expertise and leadership in all facets of system operations, ERP support, and ERP releases. Provides administrative and/or functional oversight of day-to-day system activities with a focus on business continuity and serves as direct supervisor or project team lead for support staff performing ERP related functions. Also has matrixed responsibilities to both the ERP team as well as the IT business relationship team. Plays an integral role in building a vision and roadmap for Allegion's ERP support strategy, systems, and processes.
What You Will Do:
* Provides leadership or supervision to technical and functional specialists and/or support staff engaged in application system processes and/or support activities; assists in troubleshooting and resolution of critical production problems.
* Oversees and coordinates the with the ERP Support teams on day-to-day user support activities, ensuring timely and accurate resolution of user issues and concerns with respect to the Dynamics AX/ D365 Finance and Operations ERPs and supporting systems.
* Serves as principal source of expertise on any matter escalated by the ERP Managed Services and ERP Support teams; independently researches and prioritizes incoming escalated issues and determines appropriate course of action, referral, and/or response; formulates and disseminates written responses as appropriate.
* Proactively look for ways to improve uptime, alerting, and efficiencies of systems and business processes.
* Performs analysis of incoming tickets and patterns and creates action plans for repeated issues.
* Prepares and builds Support KPI performance dashboards & management reports.
* Consults with functional leads and business analysts and performs needs analyses and evaluations; develops procedural specifications, recommends project and technical designs, and plans and coordinates project tasks.
* Maintains and updates internal controls for audit purposes, and system customization documentation in conjunction with responsible regional area managers. Ensures annual SOX / SOD compliance for the regional Dynamics AX/ D365 Finance and Operations ERP systems.
* Participates in Disaster Recovery Planning and annual application testing to ensure ERP availability.
* Liaisons with the Allegion Infrastructure teams (DBAs, ERP System Admins, Server and Cloud Admins) to plan and execute necessary ERP environment updates and troubleshoot infrastructure related issue impacting system availability.
* Participates in the ERP application SDLC and ensures the timely development of systems and applications documentation, user guides, and knowledge base articles where applicable.
* Coordinates with the ERP implementation teams and impacted business teams on planning for upcoming global releases, scheduling global and regional code merges, and communicating and scheduling code releases.
* Functions as the point of contact to communicate information to ERP users and business leaders around critical open issues, application availability, outages, and major changes.
* Leads coordination for business smoke testing after ERP software releases and other impacting infrastructure changes.
* Drives and leads root cause analysis processes for application related issues to improve system stability and limit repeat issues.
* Maintains currency of knowledge with respect to relevant ERP project advancements, technology, equipment, and/or systems.
* Leads transition to support for the ongoing implementation and sustaining projects, including engaging with project team and ensuring support team has requisite knowledge transfer and training.
* Drives consistency within the overall ERP support processes to enhance customer experience.
What You Need to Succeed:
* Bachelor's degree i n Business, Information Technology, Engineering or related field
* 5+ years working with or supporting of a Manufacturing or Distribution environment
* 3+ years of lead or management experience of ERP functional and technical teams
* Knowledge of ITIL processes
* Knowledge of System Development Life Cycle processes and practices
* Knowledge of SQL
* Microsoft DevOps experience a plus
* Demonstrated experience with major ERP upgrades and/or implementations and support. Preferably D365 Finance & Operations / Dynamics AX
* Experience with middleware and other integration tools
* Excellent communication skills with all levels of the workforce
* Ability to lead and communicate orally, in written documents, and in formal presentations is required
* Ability to work independently as well as to collaborate effectively with others in person and remotely
* Team player, change agent, and customer-driven mentality
* Ability to effectively manage and lead mixed source teams of internal and external team members
* Works well under pressure and can resolve and come up with options on complex problems
* Strong problem-solving and critical-thinking skills
* Ability to troubleshoot and resolve common IT and application issues
* Ability to effectively lead and facilitate discussions across multiples disciplines on high priority incidents
* Management or structured leadership and delegation experience
* Demonstrated ability to successfully participate in multiple initiatives simultaneously
Why Work for Us?
Allegion is a Great Place to Grow your Career if:
* You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
* You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
* You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
Why Work for Us?
Allegion is a Great Place to Grow your Career if:
* You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
* You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
* You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
What You'll Get from Us:
* Health, dental and vision insurance coverage, helping you "be safe, be healthy".
* A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
* Tuition Reimbursement
* Unlimited PTO
* Employee Discounts through Perks at Work
* Community involvement and opportunities to give back so you can "serve others, not yourself"
* Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching
Apply Today!
Join our team of experts today and help us make tomorrow's world a safer place!
Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.
Remote Location Indiana, Remote Location Kentucky, Remote Location Mexico, Remote Location Ohio
We Celebrate Who We Are!
Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.
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