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DST Systems Manager IT Product Support in Birmingham, Alabama

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find DST, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity, then we are the right fit for you.

Job Description:

SS&C Health (formerly DST Health Solutions) provides healthcare reform through a full range of BPO and turnkey healthcare administration solutions. Our solutions, combined with our health outcomes optimization solutions, include advanced technologies and strategic consulting services designed to optimize our customer’s outcomes, revenues, and managing their risk. We help client’s master complexity in the world’s most demanding industries to ensure they continually stay ahead of the ever-changing customer requirements.

Role Overview

The IT Product Support Manager will lead a team of analysts responsible for providing support for multiple licensed applications and services in various deployment models. The Manager will oversee and collaborate with internal teams as well as third party vendors to address client requests and issues in a timely manner. The Manager will also interact directly with clients when needed to work through client dissatisfaction and escalations in a calm and professional manner. As needed, the Manager will be engaged and help manage project activities related to product upgrades and client implementations.

Responsibilities

The IT Product Support Manager manages the daily operations of supervisors and individual contributors while considering short- and/or long-term company or customer initiatives and the impact of those initiatives. Assists in the development and planning of support initiatives and evaluates the feasibility of supporting new products. May manage internal/external customer relationships and function as high-level liaisons between customers and the organization. Ensures support requirements, such as service level agreements and contractual agreements and overall customer satisfaction are met. Drives and facilitates resolution of the most difficult and complex issues. Manages the coordination and prioritization of high-level and complex projects. Interacts with other business units for coordination, status reporting, problem resolution/escalation, and managing customer expectations. Serves as a technical resource and consultant to the Technical/Product Support Services staff and customers. Establishes departmental goals in line with higher level organization goals and guides associates in the development of individual goals.

Qualifications

  • Bachelor’s degree and 6 years of work-related experience, or Master’s degree and 4 years of work-related experience, or 8 years equivalent work-related experience

  • Strong working knowledge of MSOffice suite of products including Excel, Word, PowerPoint, Visio and Outlook

  • Strong working knowledge of SDLC practices including both Waterfall and Agile

  • Experience leading resources supporting software solutions

  • Healthcare industry knowledge preferred

  • Strong written and verbal communication skills are required

  • Strong attention to detail is expected

  • Experience in preparing metrics and presentations and delivery of presentation to direct reports, peers and next level management preferred

  • Ideal candidate will be outgoing, able to build rapport with peers and willing to deal with adversity and confrontation

  • Systems, database and network knowledge is a plus; Oracle, SQL, DB2, Unix, Linux, iSeries

  • Working knowledge of EDI transactions is a plus

Location:

Birmingham Alabama

DST is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here and here. DST is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

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