Back Office Support Manager

*MUST LIVE LOCAL TO MIDDLETOWN PA AND SUROUNDING AREA, THIS POSITION IS 100% ONSITE*

The Back Office Support Manager is responsible for leading a small team of engineers to support and maintain a back-office GEM solution environment. This position will work as the liaison between the corporate development team and customer to ensure all requests are met in a timely and consistent manner. The Support Manager will also work hand in hand with the Technical Operations team to test and identify issues while also suggesting and implementing corrective actions. They will work on both standard support issues - ensuring a smooth operation of our platform, and on project specific work including new product releases, enhancements and upgrades of the product for the customer.

Job Duties / Key Accountabilities

• Maintain meeting minutes from any requirement planning sessions or status review meetings.
• Coordinate and gain approval for OutSystems software releases, configuration changes, or manual scripts to be deployed within a User Acceptance or Production environment.
• Create and maintain user level permissions across all platforms.
• Support new project/product implementations as well as support and maintain existing solutions.
• Triage, troubleshoot, and resolve issues with system availability, latency, or performance.
• Ensure system capacity is being monitored and considered in planning.
• Identify, report, and address system / security concerns.
• Ensure Incidents assigned to the team are being managed within agreed SLAs.
• Possess a working knowledge of the Software Development Life Cycle.
• Contribute to design and development of tools, procedures, utilities, and components
• Research, develop and document technical design specifications and test scripts
• Liaison between the site and local operations management in assessing corporate wide requests and changes to the central system.
• Responsible for working with development, the local support staff and the client for the entire life-cycle of a change to the central system, from entry of request, to ensuring QC, to packaging within a scheduled software release.
• Works closely with systems support and the local site operations when production issues arise.
• Works with site Quality Control and the Lottery to assist with localized testing of software changes/releases.
• Ability to test any software releases developed internally
• Requirement gathering for new reports and projects, as well as change requests to current functionality
• Familiarity using Mail Merge for creating mailings
• Some knowledge of billing and invoicing processes

Qualifications / Skills / Knowledge

Required:

• A Bachelor's Degree in Computer Science or 4 years of technical system experience.
• 1-2 years of experience with relational database management.
• Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amount of information with attention to detail and accuracy.
• Strong customer service, written, and verbal communication skills.
• Ability to maintain an aggressive project management schedule within the scope of the customer's expectations.
• Working knowledge of all Microsoft products.
• Experience working with Jira.
• Has a flexible and dynamic skill set and can work on various facets of a project.
• Ability to quickly learn and understand new technologies.
• Strong attention to detail.
• Skilled at prioritization and multi-tasking.
• Ability to develop and maintain positive working relationships.
• Ability to communicate with all levels of management.
• Must have average organizational and interpersonal skills.
• Ability to collect and maintain documentation in accordance with Company protocol.
• Ability to work in a small environment.

Desired:

• Reporting Tools such as Crystal Reports, Microsoft Reporting services or equivalent.
• Experience with Microsoft SQL Server, including query optimization and database design.

Supervisory Responsibilities

This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Supervisory responsibilities include, but are not limited to: training and mentoring employees; planning, assigning, delegating and directing work; appraising performance; rewarding and disciplining employees; and resolving employee issues.

Education:

• Bachelor's Degree in Computer Science or 4 years of technical system experience.

Years of Related Experience:

• Years of experience 1 to 2 years.

Job Conditions

• Ability to lift 30 lbs
• Ability to sit, stand, bend, and stretch at a minimum of 50% of the time for any or all of the movements described.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, "SG") are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

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