Director, Business Systems & Support

Job Title:  Director, Business System and Support, VAS
Job Location: Anywhere in the USA

We have an exciting opportunity for a Director of Business System and Support within the Value Added Services (VAS) team. The Director of Business Systems and Support will act as a vital link between business needs and IT capabilities.

This role will focus on improving the effectiveness of key systems and products within VAS, including Customs Management, EDM, C2, Mercury Gate, eWMS, and MIC.

 

Key Responsibilities:



* Business Requirements Management:

- Collaborate with business stakeholders to gather and document clear and concise requirements based on operational needs and strategic goals.

- Translate business requirements into functional specifications for IT teams to ensure effective system development.



* System’s Roadmap Development:

- Develop and maintain IT roadmaps that prioritize enhancements and integrations for systems in scope, ensuring alignment with business objectives and strategic initiatives.

- Ensure that technology investments deliver measurable value and support business growth.

- Act as a liaison between business units and IT, guiding development efforts to ensure alignment with documented requirements for key systems.

- Coordinate with IT teams to prioritize projects and allocate resources effectively to maximize system utilization.

- Support and facilitate UAT processes for systems such as Customs Management and Mercury Gate, ensuring that changes meet business requirements and are ready for deployment.

- Collaborate with business users to develop test cases and validate outcomes to ensure system readiness.



* Implementation and Go-Live Support:

- Oversee the implementation of new systems and enhancements, ensuring smooth transitions and minimal disruption to business operations.

- Lead change management efforts related to new systems and processes, ensuring that users are prepared and supported during transitions, including liaising with other functions such as training, to develop training materials and conduct training sessions for end-users to promote effective use of new systems.

- Manage hypercare support post-implementation for systems like C2 and MIC to address immediate issues and ensure user adoption.

- Establish metrics and KPIs to track the return on investment and measure the benefits of IT initiatives related to the systems in scope.

- Report on the effectiveness and value delivered by enhancements and systems projects to senior management.



* Team Leadership:

- Lead and mentor a team of business analysts, fostering a culture of collaboration, continuous improvement, and professional development.

- Set clear performance expectations and provide regular feedback to team members to drive accountability and performance excellence.

- Encourage team engagement and empowerment, ensuring that team members have the resources and support needed to succeed in their roles, including ...