Specific responsibilities:

• Monitor system processing and provide first line support of any issues that are encountered.
• Maintain general knowledge and expertise of the software functionality and configuration as an internal resource for the company.
• Learn and maintain business program knowledge to ensure the software configuration meets the business expectation.
• Provide software support and training to end-users.
• Coordinate any issues that need to be escalated to ACS for assistance.
• Assesses updates to the software for impact to the company and helps develop related test plans.
• Participate in the identification and related design of any modifications to the software that are needed to meet evolving business requirements.
• Oversee and coordinate the work of all HarperCollins technical staff supporting the Software.
• Be knowledgeable in all HarperCollins operations utilizing the Software.
• Understand in detail the processing flows, file structures/relationships, data elements and screen layouts of all Software Modules utilized by HarperCollins.
• Provide ACS maintenance and support personnel with the information necessary to provide efficient and quality service, including the reporting of any Software Bugs and identifying the level of urgency and priority of each. Any problems reported to ACS should be as well defined as possible and should include any information available that will enable ACS to replicate the problem on HarperCollins’ system.
• Communicate with HarperCollins’s users to facilitate the rapid identification and resolution of Software Bugs.
• Analyze and approve all Software Modifications. Ensure that the level of detail in all written Modification Specifications accurately and adequately reflects HarperCollins’ requirements.
• Control and manage the use of the Software, including making initial diagnosis of any reported problems, coordinating the installation of Releases, ensuring adequate training of end users, and following proper operating, backup and restart/recovery procedures.
• Control and manage the use of the Licensed Equipment and operating system to ensure smooth functioning of the entire system. This includes such operations as system backups and restores, administering database maintenance functions (DBA duties), and running disk maintenance utilities. The System Administrator is responsible for the initial diagnosis of all system-related problems and taking action as appropriate.
• Anticipate Support Service requirements in order to give ACS adequate prior notice of such to facilitate the timely delivery of ACS service and products.

• 3+ years related experience as a system administrator for a business system, system analyst, product manager, or other business/IT interfacing role
• Proven experience working with business users to manage technology and user expectations
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Developing leadership and management skills
• Experience designing technical solutions and documenting the technical specifications
• Strong analytical and problem-solving skills
• Experience with the Advantage CS product a plus