IT Client Support Manager II

North Carolina State University

Commensurate with Experience ($88,000 - $98,000)

United States, North Carolina, Raleigh

Dec 20, 2024

Posting Information

Posting Number	PG193826EP
Internal Recruitment	No
Working Title	IT Client Support Manager II
Anticipated Hiring Range	Commensurate with Experience ($88,000 - $98,000)
Work Schedule	Mon-Friday 8am-5pm - This position offers a hybrid work environment with limited travel.
Job Location	Raleigh, NC
Department	Dairy Records Processing
About the Department	Dairy Records Management Systems ( DRMS) is a leading provider of herd management information solutions and software, serving ten thousand dairy farmers across 48 states and Puerto Rico. Partnering with Dairy Herd Improvement Associations (DHIAs), we deliver cutting-edge desktop, mobile, and cloud-based solutions for on-farm management and data analysis. Our innovative applications support dairy producers in managing their herds efficiently to ensure high-quality product output and profitability.
Essential Job Duties	The position incumbent will lead the Quality Assurance team and will be responsible for all aspects related DRMS Project management including but not limited to defining functional specifications, testing protocols, and project documentation. This position will serve as the liaison with the DRMS Development, Support, and Marketing teams to ensure the successful release of new products and services. The Project and Quality Assurance Manager will provide team leadership and oversight of the software quality assurance and software assembly and distribution processes for hosted, desktop, web, and mobile systems. This position carries significant responsibility to maintain the quality and flow of software solutions to many internal customers and systems as well as external customers including over 12,000 dairy producers and related farm operations, consultants, and allied industries. Duties include: Conduct weekly meetings to review assignments and share relevant techniques and processes Inspire and equip testing staff to perform effective and efficient analysis of software quality Independently and directly supervise the testing team (permanent and temporary employees), including coordinating and approving coverage and leave; performance appraisals; and recruitment Manage and Perform Software Testing Review customer requirements, create test cases, execute testing plans, and test applications Manage and perform software testing services for new releases and regression testing Automate repetitive testing when possible Project Management Lead specific projects as assigned by management Coordinate resources to reach established milestones Communicate effectively with team members, internal stakeholders, and external customers Defining functional specification, testing protocols, and provide project documentation Customer Communication, Task Assignment and Follow-up Oversee customer portfolio of application and service requests and act as liaison between software development, support and marketing staff and external customers Lead weekly meetings of the Change Review Board Enable team to establish priorities and assignments Maintain task tracking system Assist in enforcing check-in and documentation procedures Ensure developer and software enhancement tasks and deadlines are met Facilitate collaboration and coordination between the quality assurance team and the developers Coordinate exchanges between the quality assurance team, developers, and documentation specialists Software Assembly, Testing, Distribution Assemble major releases and maintenance upgrades of DART, PocketDairy, and other systems as established by management Perform or manage associated testing Distribute assembled software or modules by electronic updates or media distribution Coordinate and/or communicate with the marketing staff as appropriate You Belong Here! At NC State, our goal is for all employees to reach their fullest potential at work. As you consider this opportunity, we encourage you to review our Employee Value Proposition ( https://news.hr.ncsu.edu/you-belong-here/) and learn more about what makes NC State the best place to learn and work for everyone.
Other Responsibilities	Processing System and Guided Testing: Propose changes and enhancements to the processing systems and guide efforts to test the modules as they are moved into production Detailed knowledge of the core processing algorithms, complex file formats and SQL databases is needed and ensure that the Quality Assurance team quickly provides feedback to developers. Manage the Promotion Process for the four system instances: Test, Staging, Production and ProductionView through which all software is forced to progress to full implementation. Ensure the Processing system meets and compliance with National Quality Assurance guidelines and industry requirements. Develop New Testing Software for the QA Team: Manages several software tools for regression testing and other QA processes. These include how to test and confirm the accuracy of automated loading into SQL table for incoming data files from herds, outgoing files, transaction files between DRMS software and on farm vendors and the files sent to the Council on Dairy Cattle Breeding for computation of genomic indices. Leads Software Assessment: Leadership of the weekly Change Review Board that reviews software problems, discusses solutions, sets priorities, and makes assignments to Dev, QA, Accounting, and Support team members. Manage weekly meetings of an Interface CRB team to focus on changes in the DRMS software that interfaces with 34 external vendors to collect sensor outputs for milk weights, conductivity, temperature, pedometers, pH, lot numbers and others.

Qualifications

Minimum Education and Experience	Master's degree and at least one year of relevant experience OR Bachelor's degree with at least two years of relevant experience OR An equivalent combination of education, training and relevant experience For management-level roles, also include with the above requirements 1-2 years of supervisory experience
Other Required Qualifications	Ability to lead quality assurance staff to meet expectations Knowledge of DRMS products and services, systems requirements, dependencies, schedules, and staff-member responsibilities and job functions in all departments Ability to design and implement effective quality assurance systems and strategies Ability to manage and implement project management systems Ability to consult with management and internal staff members to assess requirements Ability to diagnose problems and identify solutions Ability to provide documentation and other materials needed to support other staff
Preferred Qualifications	Exceptional organizational and project management skills Experience with project management software Excellent communicator and documentation skills Thorough understand of MS Office products and MS SQL Knowledge of the dairy industry is highly recommended but not required
Required License(s) or Certification(s)	N/A
Valid NC Driver's License required	No
Commercial Driver's License required	No

Recruitment Dates and Special Instructions

Job Open Date	11/26/2024
Anticipated Close Date	Open until filled
Special Instructions to Applicants	Please attach a Cover Letter, resume/CV, and contact information for at least three professional references.

Position Details

Position Number	00062341
Position Type	EHRA Non-Faculty
Full Time Equivalent (FTE) (1.0 = 40 hours/week)	1.0
Appointment	12 Month Recurring
Mandatory Designation - Adverse Weather	Non Mandatory - Adverse Weather
Mandatory Designation - Emergency Events	Mandatory - Medical Emergencies, Non Mandatory - Emergency Event
Department ID	110705 - Dairy Records Processing
AA/EEO	NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.