JOB DESCRIPTION



GENERAL PURPOSE OF THE JOB:

The Manager (Technology Solutions) will help drive organizational transformation through innovative technology solutions aligned with strategic business objectives.

This role will focus on EBuilder & CMiC.

The role must navigate a complex and challenging operational landscape while balancing shifting priorities and deliver exceptional outcomes focused on simplicity.

Key responsibilities include, but are not limited to, system administration and support, researching, strategizing and proposing new and/or different solutions, assisting IT and external partners with system implementations, integrations, data/process-migration, requirements building, and User Acceptance Testing.



This position will be responsible for project management, development, communication, training and all documentation related to specific WTI/C Technology Solutions.

Partnerships will include WTI, WTC, Tremco CPG and RPM leadership, Business Admin Operations, Corporate IT, External & Potential Partners, Sales, and WTI and WTC field personnel for General Contracting and General Services.

This position is remote and reports to the Director, Business Systems WTI/C.




ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Formulate and improve upon best practices in support of organizational goals.
• Conduct and foster professional and timely communication (utilizing a wide array communication methods) with multiple business areas for work-related matters.
• Develop and manage strategic initiatives in partnership with the business to improve processes in support of internal and external operations.
• Understand and translate Tremco CPG and WTI/C business operations initiatives
• Be a change agent.
  
  Advocate for necessary changes by researching and re-imagining how we execute through different tech solutions.
• Establish metrics and benchmark data, develop reports for specific programs, and report outcomes to internal and external stakeholders.
• Continually explore ways to engage with the business and build new relationships.
• Provide outstanding customer service to both internal and external customers and stakeholders.
• Travel as needed for presentations, training, team meetings, etc.
• Participate in or lead team meetings, presentations, focus groups, committees, etc.
• Perform any other duty and/or project as required or assigned by the Director, Business Systems WTI/C.
  
  

• Main business liaison for end-users as it pertains to WTI/C technology solutions.
• First level diagnostics and resolution for issues related to mobile apps, scheduling, integrations, and data sync.
• Issue/ Error log management.

• Monitor system health, performance, and connectivity in partnership with corporate IT.
• Proactively identify issues or potential issues and escalate to the appropriate team(s) for recurring or critical issues.
• Monitor and follow-up on escalated issues.
• If required, identify, implement and train on any required workarounds until issues are resolved.
• Log, track, and resolve support tickets from Service Now or other communication methods.
• Maintain documentation of issues and resolutions for analytics.

• Assist end users with mobile app setup, usage, and troubleshooting.
• If/When applicable, ensure proper syncing between mobile and backend systems.

• Support testing of new features, patches, and integrations in partnership with Corporate IT.
• Help communicate and validate bug fixes prior to system updates before deployment.
• Help coordinate, monitor and receive feedback during User Acceptance Testing, track all issues/requests and follow through in partnership with corporate IT to resolution

• Create training programs and post-go-live support.
  
  Remain business point of contact through to resolution.
  
  
• Create user guides, videos, FAQs, and training materials.
• Conduct all end-user training to new and existing end users.
• Develop change management strategies to support user adoption.

• Partner with corporate IT and external partners for troubleshooting issues, monitoring data flows and ensuring synchronization between integrated systems.

• Define project scope, goals, and deliverables aligned with business objectives.
• Develop detailed project plans, timelines, and identify required resources in partnership with the business, corporate IT and external partners.

• Act as the primary liaison between business units, IT, and external vendors.
• Facilitate communications and manage expectations across all stakeholders.

• Lead cross-functional teams including consultants, developers, and support staff.
• Assign tasks, monitor progress, and ensure timely delivery.

• Identify project risks and develop mitigation strategies in partnership with the Business, Corporate IT and external partners.
• Research and identify issues that may impact timelines, scope, or quality.

• Manage project budgets, track expenses, and ensure cost-effective delivery.
• Optimize resource utilization across project phases.
• Manage contract administration process including change orders and NDAs.

• Ensure deliverables meet quality standards and business requirements.
• Oversee testing, validation, and user acceptance processes in partnership with the business and Corporate IT.

• Provide regular status updates to leadership.
• Maintain comprehensive project and system documentation, including lessons learned.