ITSM Application Support Manager (MuleSoft, SNOW, Jira) - Remote

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today’s most important industries. Our growth is driven by delivering real results for our clients. It’s also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it’s no wonder we’re consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you’re as passionate about your future as we are, join our team.

KPMG is currently seeking an Application Support Manager to join our Digital Nexus technology organization. This is a remote work opportunity.

Responsibilities:

• Overall accountability for all end user support services including business continuity, production hot fixes, feature enhancements and recommended software upgrades
• Lead weekly cadence meetings to review identified issues and manage the process to ensure proper procedures and protocols are followed
• Work with Infrastructure Teams & IT Security/compliance teams to roll out critical security software platforms and ensure end user devices are kept up to date with tools such as Mulesoft, SNOW and Jira
• Effectively manage the vendor relationships with our software sourcing vendors
• Provides governance and oversight for ITSM functions including Incident, Major Incident, Problem (including RCA) and Change Management; Handle all end user & service desk support escalations and coordinate with support team or appropriate vendor to resolve the issue at hand
• Manage geographically dispersed support teams including offshore teams; Creates and supports standards, processes and procedures necessary to produce the team deliverables and to work effectively with the other teams; Foster a collaborative working relationship with different line of business support teams and leads

Qualifications:

• Minimum five years of progressive experience in an IT Service management field
• Bachelor's degree in business, computer science, engineering or related field from an accredited college/university is preferred
• Demonstrated working knowledge and experience in Mulesoft, SNOW and Jira; Good understanding of agile and waterfall methodology
• Proficient knowledge of ITIL framework with experience in developing relevant scorecard and metrics to monitor critical support KPIs
• Demonstrated experience in leading process improvement and organizational change initiatives; Strong problem-solving skills and a track record of execution; High level of initiative and works well in a team environment
• Good communication skills with experience presenting at the leadership level; Ability to communicate credibly and persuasively with the broader organization and assigned vendor partners

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law.  In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).