Application Service Manager (62505)
Waltham, MA

Job Description

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. As The Dental Solutions Company TM, Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better, safer and faster dentistry. Dentsply Sirona's global headquarters is located in York, Pennsylvania, and the international headquarters is based in Salzburg, Austria. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. This position is located in Waltham, MA, a city along the Charles River in Middlesex County, Massachusetts with rich cultural history that can be explored at various world class monuments, museums and art galleries. The city is a hub for scientific research and higher education with several renowned universities. Waltham also includes numerous high-tech companies and is located in the Boston Route 128 High Technology Corridor only nine miles from Boston which makes this an attractive location to live, work and play.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

The Application Service Manager (ASM) role is responsible for the support of software applications used under the Dentsply Sirona Implants & Wellspect Healthcare divisions, including deployment and maintenance for the Atlantis Production groups. This position directly interfaces with the business units and operations group to ensure efficient service to business and its users to provide stability and development of capability for the company's applications that supports the manufacturing and various production processes.

The Application Service Manager is charged with assuring complete systems stability in the Production environment during any software implementation or upgrade. This is accomplished through end-user training, various validation practices, and controlled deployment activities in close coordination with the local and global teams in ISIT, Software Development, Software Quality, and Operations. The ASM also has primary responsibility for local Production software systems support and support management. The ASM will coordinate with team members to drive improvements in the development, testing, validation, release and support processes in order to reduce upgrade management and support costs. Works with the Operations staff to ensure that all open issues and ongoing support activity so that effective decisions can be made to maintain on-time delivery, product quality, and the customer experience in a short lead time custom manufacturing environment.

The position will adhere with all stated company polices, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibility.

Principal Responsibilities:

* Works closely with the Application Project Managers (APMs) to transition software from the Development- to Production Phase (rollout).
* Create and maintain documentation used by other Application Support roles, including ASMs globally, Operations Engineers, and ISIT staff.
* Establish and coordinate the implementation and support of all necessary components sufficient to perform complete system validation of software applications used in Production, which includes Infrastructure and supporting software / hardware where applicable.
* Lead the deployment of these Software Applications to the Production floor in coordination with other ISIT staff, Operations staff, and Software Development.
* Provide all levels of production related software support to completion, including coordination with groups both on- and off-site where needed. Review open issues and communicate with end users, both for status updates periodically and resolution when available.
* Maintain outstanding client relationship by diagnosing client needs and working closely with the development manager to ensure that the final product/solution is of appropriate quality and meets or exceeds client expectations.
* Manage and coordinate day-to-day production support and work closely with Operations and Software Development to incorporate new features stemming from systemic support issues and/or bugs are addressed in a timely fashion and in accordance to customer expectations.
* Works with Operations Engineering and Software Development teams to The ISIT Application Services Manager will work with other global ASMs to coordinate and streamline similar processes as well as resolve global issues common to multiple sites (including but not limited to the Atlantis suite).
* Attend regular meetings with local and global Operations, APM, and ASM users to coordinate activities and relay information to the ISIT team locally.Identify, develop, and maintain in-house ISIT-developed applications used to improve processes using PHP/MySQL or Microsoft stack. Work with end users to determine requirements.

Internal & External Relationships:

* Works closely with all departments to provide a reliable infrastructure to support the business needs. Frequent communication with all levels of management and associates. Interaction with department Managers to provide sufficient support and resolution of technical issues.
* Works closely with business units and Operations to plan, implement and maintain system enhancements and upgrades.
* Frequent vendor/manufacturer interaction, ex. Microsoft, DM Solutions, etc.) to provide maintenance, support, software implementation and problem resolution.

Education/Experience:

* Individual must have experience of Server hardware installations and operating system builds and extensive experience in the following technologies: HP, Microsoft Windows Operating Systems and its applications and how they interact with applications.
* Knowledge of the principles and practices of information systems at a level normally acquired through the completion of a Bachelor's Degree in Computer Science or equivalent technical training plus up to 5 years related experience or training, or equivalent combination.
* An understanding and practice of general project management concepts and customer care.
* Experience in working with and/or managing multi-disciplinary teams in a technical services support and 24x7 manufacturing environment.
* Experience with scripting and writing, developing, or small in-house applications, software and/or Web-based, using PHP, Microsoft stack (ASP.net, MVC), etc.
* Experience of managing web-based and application services and databases in service development and delivery.
* Prior database support experience is required (Access, SQL, MySQL)
* Experience with end user training software products and methods.

Qualifications:

* Extensive experience working in a team-oriented, collaborative environment
* Excellent oral and written communication and presentation skills
* Keen problem solving skills, ability to deal with complex situations and recommend a course of action
* Must be flexible and able to respond to rapid change to meet business needs
* Highly self-motivated and possess strong analytic and problem-solving acumen
* Ability to conduct and participate in the evaluation of IT products and services as required
* Experience with server environments preferred

Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject.