Manager Ii, Application Development

**PRIMARY JOB ACCOUNTABILITIES****ESSENTIAL FUNCTIONS AND TASKS**- Coordinate and/or execute support to ensure proper solution and/or follow-through to end user issues- Triage support ticket in diverse platforms- Create, Generate and report KPis monthly to keep track of support tickets- Provide KPI Metric for UAT Testing and Passing Score Go/No-Go**KNOWLEDGE AND EXPERTISE**- Customs operations 6+ years- Aduasis 1+ year- Customer support 5+ years**COMPETENCIES**- General knowledge of customs process- Analysis and reflexive thinking- Ability to think or abstract as a 3rd person to research and provider support to issues**SKILLS**- Fluent in English and Spanish communication- Ability to quickly understand and/or extrapolate issues reported by stakeholders to triage and channel for proper support- Ability to communicate effectively with managers / directors- Ability to plan for future testing scenarios- Ability to provide hand-held support to users and stakeholders**EXPERIENCE**- 3+ years in end user support related role- 2+ years working with ITIL**EDUCATION**- Computer science / IT Engineering