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Application Support Manager

Customer Service
189296 Requisition #
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Under the direction of the Director of Client Support, this position manages the continuing service and ongoing support of Decision Analytics software in North America. This individual is to ensure that from an application support perspective we have the right processes, documentation, knowledge, technology and capability to enable DA to provide excellent service to our customers in a timely manner. The role will work closely with Product Management, Development, Infrastructure and Delivery on a global and regional scale to track support issues. Individual will need to provide strong leaderships skills that encourages staff growth and motivates them to meet stretch goals.

Role Dimensions:
Primary Responsibilities:
• Own all Level 2 support related client issues across Decision Analytics North America
• Be primarily accountable for ensuring that client support issues related to the DA software products are tracked and managed through processes, reviews, prioritization and communication across both Experian and to our customers
• Work with other organizations to establish best practices for hardening, software configuration, user administration etc. to create secure end-to-end solutions
• Lead the level 2 support team to ensure processes and expertise within the Decisioning organization are efficient, effective and appropriate
• Help articulate and define mitigation and prioritization strategies for support issues as they appear
• Provide guidance to subordinates to achieve client service goals in accordance with established support policies
• Responsible for evaluating and managing employee performance and development, as well as hiring and termination decisions

Significant Demands:
• Passionate about client service and can manage through complexity to articulate risk/cost trade-offs and enable informed decisions at all levels
• Comfortable managing client communications under pressure and on technical and complex topics
• Architecturally the best, understands the full IT stack, security issues, data-sensitivity and the wider business context
• Can hold their own and work at the most senior levels
• Excellent communicator who can manage messages across a wide set of audiences

• Strong knowledge of software applications and solutions
• Strong working knowledge of overall business management principles
• Solid leadership skills
• Strong working knowledge of multiple computing platforms and platform specific tools
• Maintains a strong sense of urgency and drive for results
• Excellent communication skills (verbal, written, presentation and negotiation)
• Strong planning, organizational skills and prioritization skills
• Working knowledge of Human Resource policies and procedures
• Able to work hand-in-hand with DA Global Delivery, Regional Delivery and customers as appropriate to establish best practices for support

• 5+ years’ work experience in software support role
• Excellent communicator in both verbal and written forms
• Experience in communications of complex and difficult messages to a wide array of audiences including senior stakeholders
• Leadership experience in a technical role

Technical Skills:
• Solid understanding of software applications

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