Application Support Specialist (Corporate Functions)

Job Description

About Estée Lauder Companies

The Estée Lauder Companies is the global leader in prestige beauty — delighting consumers with transformative products and experiences, inspiring them to express their individual beauty. We are the only company focused solely on prestige makeup, skincare, fragrance, and hair care with a diverse portfolio of 25+ brands sold in approximately 150 countries and territories. Infused throughout our organization is a passion for creativity and imagination — a desire to push the boundaries and invent the unexpected — as we continue the bold work of our founder Estée Lauder.

What You'll Do

The Application Support Specialist (Corporate Functions) is the primary technical operations (Tech Ops) lead for key Corporate Function (Collaborative Solution) applications.

This role will require close collaboration with our business partners and technical strategic vendors to ensure the successful operation of several business-critical applications. Requires engaging with and working in partnership with our Corporate Function team to align on new global initiatives, and transition new applications to Tech Ops for ongoing support.

Key roles and responsibilities

• Managed user demands and gathered requirements for application enhancements and customization requests, working directly with onshore and offshore support vendors on a daily basis to deliver projects.
• Work with external vendors when needed to make strategic decisions on how to deliver application enhancement solutions to support business initiatives within budget timing.
• Responsible for supporting all aspects of application operation to ensure the required processes needed by the business are successful.
• Responsible for driving P1 and all incident reduction and remediation and engaging vendor assistance as needed. Working across internal and external teams, such as Cloud Operations, Networks, WinTel, Middleware, HR, and Master Data teams to analyze and resolve application incidents.
• Optimizing software application performance, implementing upgrades, and migrations, and leading resolution of P1 issues.
• Supporting our Global business digital applications, such as SharePoint - Workflows, Salesforce GCC, Comms, and Salesforce Marketing Cloud.
• Must possess strong critical thinking skills and demonstrate the ability to analyze and solve problems with limited information, oversight, or direction from leadership.
• Leading a team of partner resources (onshore and offshore) to ensure successful application performance and execution.
• Meet with the Corporate Functions team to analyze application enhancements and development change requests. Create project support documents.
• Develop extensive functional and technical understanding of the applications in his/her support portfolio. Identify gaps and oversee the documentation of the landscape.
• He / She will be responsible for defining, analyzing, and documenting requirements needed to ensure deliverables are clear and concise and can be implemented without issue.
• This role requires a complete working understanding of Agile Methodologies and the ability to manage a project using this process.
• Ability to work directly with end users and document projects including business objectives, business processes, testing methodology and results
• Manage day-to-day activities of the vendor support team to ensure business issues are addressed quickly and efficiently. This requires priority planning, application solutions, monitoring, and following up with our business users and any associated external vendors.
• Conduct regular team meetings with Strategic and External Vendors to review the status of enhancement projects and application issues. Provide status updates to senior management.
• Schedule recurring project/follow-up status meetings with business stakeholders, IT Leads, process teams, and technical groups.
• Take a lead role in coordinating, managing, and resolving application incidents in a timely manner.

Job Requirements and Qualifications

• Minimum Education level: Bachelor’s degree
• Minimum Years of Experience: 5+
• Required Language Proficiency: English
• % Travel Time: 5%
• Licenses or Certifications: ITIL, Six Sigma, and Salesforce Platform App Preferred

Technical Skills and Qualifications

• In-depth knowledge and experience with
  • Microsoft SharePoint platforms (both on-prem and online).
  • Salesforce and Salesforce Marketing Cloud.
  • Automated workflow solutions with key technology platforms such as SharePoint, and ServiceNow.
• Familiarity with and continued learning in SaaS and PaaS offerings (Azure, SharePoint Online, Salesforce)
• Expert Knowledge of Microsoft Tools.
• This role requires an individual who has strong business analyst skills while being able to recommend technical solutions to address business needs.
• Knowledge of software lifecycles and practices and how to best apply them for short- and long-term sustainable systems and teams.

Behavioral Skills

• Strong business acumen and customer service attitude.
• Leadership skills are a requirement to ensure all teams are aligned on approach for deliverables Ability to manage multiple projects and operational tasks simultaneously.
• Effective problem-solving capabilities.
• Solution-focused approach.
• Organized decision-making skills.
• Must possess strong attention to detail, be quality-oriented, and coordinate multiple assignments simultaneously while prioritizing workflow effectively with minimal supervision.

Functional Skills

• Strong vendor collaboration and management skills.
• Experience managing Project Managers and Business Analysts.
• Excellent communication and collaboration skills are required.
• Experience navigating a multi-branded organization. Understanding of future technologies.
• Ability to tie together solutions across systems.
• Application domain knowledge.
• Oral & written communications.
• Ability to simplify & standardize complex concepts/processes.
• Quality methodologies -Lean /LSS/Six Sigma.