Application Development & Support Supervisor

State of Massachusetts - 10 Park Plaza, MA

Full-time - Mid Level

Hybrid - 10 Park Plaza, MA

Executive, Legislative, and Other General Government Support

About the position

The MassDOT is looking for an Application Development & Support Supervisor to join the team. The Application Development & Support Supervisor is responsible for people development and management through leading an application development and maintenance team for MassDOT. The incumbent will manage the resource allocation and timely delivery of all Contact Center and Service Center Applications development and maintenance efforts. The Application Development & Support Supervisor will act as the project manager for small to mid-size projects following the MassDOT IT processes and procedures. Projects will encompass COTS (commercial of the shelf products), SAAS (Software as a Service) application development and vendor management. MassDOT implemented on Five9 CCaaS (Contact Center as a Service) platform for services such as - Automatic call distribution (ACD), interactive voice response (IVR), Call recordings, Self Service Secure Payment services, Workforce Optimization and integrations with CRM systems (Customer Relationship Management). Additionally, the incumbent will be responsible for maintaining and managing RMV Service center applications used for Appointment scheduling and queue management. As the Application Development & Support Supervisor, you will provide direction to IT staff and collaborate with other IT units cross functionally. You will act as a mentor, providing technical advice and guidance while leading a team and delivering innovative solutions and excellent customer service to MassDOT and the citizens of the Commonwealth. The primary work location for this role will be at 10 Park Plaza, Boston, 02116. The work schedule for this position is Monday through Friday, 9:00 AM - 5:00 PM. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

Responsibilities

• Manage the day-to-day activities of an Application Development and Maintenance group that are focused on supporting the RMV Service Center Appointment scheduling and queue management applications and Contact Center Application used by the Registry of Motor Vehicles Contact/Call Center, Human Resources (HR), Highway and Information Technology (IT).
• Perform overall system vendor performance management and oversight of application hosted on Five9 Contact Center as a Service platform, including planning, facilitating business requirements gathering sessions, application enhancements, development and bug fixes and integrations.
• Ensure plan for DR, back-up and availability. Plan and communicate Application maintenance/upgrades/patches.
• Manage personnel activities of staff such as Employee performance reviews, supervision, and professional development.
• Plan and ensure appropriate staff coverage during DOT business hours and on-call support/coverage for critical applications during off hours and provide backup when necessary.
• Enforce SLAs on open ServiceNow tickets.
• Establish priorities and schedules resources to meet needs of the business.
• Manage and lead application development and maintenance projects directly and in a matrix environment through a project management capacity.
• Perform project management role for small to mid-size projects; SAAS, COTS, and vendor management while ensuring all PMO processes are followed.
• Ensure that software projects are completed according to product specifications and are properly documented.
• Facilitate communication upward and across project teams including project status, cost information, justifications for variances and technical information (architecture, design, and implementation objectives).
• Ensure software development lifecycle and standards are followed within the team.
• Manage the prioritization, analysis, design, code and deployment of production changes.
• Provide appropriate documentation and knowledge transfer to the Application Operations Team.
• Coordinate deployment of application changes to production environment using appropriate change and release management processes.
• Work with Incident/Change Management team on Contact Center Applications System Outages. Interface with MassDOT Security teams.
• Participate in audit compliance efforts within the organization.
• Participate in budgeting and forecasting activities.
• Understand and respect the collective bargaining agreements (CBA's).

Requirements

• Five (5) years of experience managing people within an IT environment.
• Five (5) years of IT experience (project management, application development, business analysis, etc.).
• Familiarity with contact center systems (phones, IVRs, Call recording etc.) and contact center applications such as Five9.
• Familiarity with Service Center Appointment scheduling and queue management applications.
• Knowledge of the Agile Development Methodology; with proven experience using Agile Scrum.
• Proven vendor management capabilities and resource management abilities.
• Ability to understand, support, and communicate senior management goals and decisions.
• Ability to understand, recommend, design, and implement contact center applications, technical components and services.
• Excellent troubleshooting, analytical, testing and problem-solving skills.
• Knowledge of information systems with a focus on application development, support and package installation.
• Proficient at problem identification and resolution, defining and managing business requirements.
• Strong intellectual curiosity and capacity for professional growth.
• Ability to effectively communicate, both oral and written, with various project stakeholders including IT leadership, business customers, team members, and other IT colleagues.
• Demonstrated experience of successful management of development and deployment of IT projects that meet business requirements.
• Experience with IVR applications and managed services.
• Proficient in Business analysis and project management.

Benefits

• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Professional development opportunities.
• Flexible work schedule with hybrid work model.