Systems Operations Manager

Job Description: Systems Operations Manager Objective: Ensure business and system requirements are accurate, up-to-date, and aligned with stakeholder needs through close collaboration with the Director of Payment Processing and Data Analysis and Reporting. Key Tasks: Collaborate with Director of Payment Processing and Data Analysis and Reporting to review and audit current requirement documents. Work jointly to identify outdated, redundant, or incomplete requirements and clarify existing pain points. Partner with the Director to gather updated business needs from business users, technical teams, and compliance officers. Collaborate on documenting updated requirements using standardized templates, ensuring inclusion of all relevant functional and non-functional details. Conduct joint validation sessions with stakeholders to review, incorporate feedback, and obtain formal sign-off on revised requirements. Coordinate with the Director to maintain version control and repository management of requirement documents. Establish an ongoing review process together, including a formal change request procedure. Align system changes through collaboration with the Director, development, and QA teams, ensuring traceability throughout development and deployment. Work together to evaluate and improve tools and templates used for requirements management. In collaboration with the Director of Payment Processing and Data Analysis and Reporting, manage the intake, resolution, and reporting of user tickets. Key Tasks: Monitor the ticketing system daily, prioritize tickets, and categorize issues based on impact and SLA requirements. Triage, clarify, and assign tickets to appropriate team members. Coordinate ticket resolution efforts, ensuring timely progress and facilitating communication between users, developers, and technical staff. Maintain comprehensive ticket documentation including issue descriptions, reproduction steps, attachments, and resolution notes. Generate and review regular reports summarizing ticket volumes, trends, and SLA compliance for stakeholders. Participate in ticket review meetings to identify blockers and propose improvements. Provide user communication and training support to ensure clear and timely updates. Archive resolved tickets, manage duplicates, and maintain a clean ticketing system. Identify and implement process improvements in ticket management. Procedure Manual Updates: In collaboration with the PruTech Operations Manager, identify relevant procedure manuals, inventory existing documents, and prioritize updates based on user impact and system changes. Key Tasks: Review current content for outdated instructions, screenshots, and terminology. Gather updated information by consulting business analysts, developers, trainers, and end-users. Update manual content by revising instructions, inserting new screenshots, and maintaining formatting consistency. Conduct joint reviews with the Operations Manager and other stakeholders to validate changes, verify technical accuracy and clarity, and obtain necessary sign-offs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Seniority level

Mid-Senior level Employment type

Full-time Job function

Project Management Industries

Business Consulting and Services Benefits

Medical insurance Vision insurance 401(k)

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