Development Support Manager

Definition and Examples of Work

• Provide day-to-day leadership, direction, and support to Business Systems Analyst, Technology Project Manager, Quality Assurance Specialist, Data and Reporting Analyst, Senior Data and Reporting Analyst personnel.
• Serve as the primary escalation point for personnel matters, operational issues, delivery concerns, and customer or stakeholder needs; ensure timely and effective resolution.
• Oversee analysis, design, development, implementation, testing, reporting, analytics, and support activities for assigned business technology solutions.
• Ensure requirements are clearly understood, documented, prioritized, and translated into reliable system enhancements, reports, dashboards, and application functionality.
• Coordinate software development and business systems workstreams to ensure work meets business objectives, project commitments, and operational needs.
• Support alignment with SDLC practices, Agile/Scrum methodologies and modern delivery frameworks.
• Use tools such as Jira, Azure DevOps, and similar platforms to support work planning, progress tracking, backlog visibility, and delivery transparency.
• Develop, implement, and refine operational processes to improve efficiency, reduce risk, enhance service delivery, and support employee experience.
• Monitor KPIs, project health, delivery metrics, and operational trends to identify risks, dependencies, capacity concerns, and improvement opportunities.
• Communicate project status, decisions, risks, priorities, releases, maintenance windows, roles, and responsibilities to leadership, peers, stakeholders, and external partners.
• Coach, mentor, and support team members to strengthen collaboration, accountability, technical capability, problem solving, and professional growth.
• Support comprehensive testing, quality checks, troubleshooting, and system validation to help ensure performance, reliability, and maintainability.

Latitude and Impact of Position

This position works with independence on complex assignments and is expected to exercise sound judgment in analyzing information, recommending solutions, and coordinating priorities across technical and business areas. Work is performed in collaboration with management and stakeholders, but the employee is expected to lead technical problem solving, identify risks, recommend improvements, and guide reporting standards. Purchase requests and commitments remain subject to supervisory approval.

Successful performance directly impacts enterprise reporting accuracy, operational visibility, data-informed decision making, internal systems and processes, customer satisfaction, compliance expectations, and external relationships.

QUALIFICATION

Required Knowledge, Skills and Abilities

• Knowledge of business systems analysis, software development lifecycle practices, Agile/Scrum delivery, reporting and analytics, application support, and operational service delivery.
• Ability to lead technical and business-facing teams with structure, accountability, collaboration, and sound personnel judgment.
• Ability to translate business needs into actionable technology priorities, system improvements, reports, dashboards, and analytics solutions.
• Ability to communicate technical concepts clearly to non-technical stakeholders, leadership, vendors, and project teams.
• Ability to monitor key performance indicators, project health, delivery metrics, operational risks, and improvement opportunities.
• Skill in facilitating meetings, resolving conflicts, removing impediments, managing dependencies, and supporting timely decision-making.
• Skill in using work management and development tracking platforms such as Jira, Azure DevOps, Asana, Confluence, or similar tools.
• Commitment to continuous improvement, service quality, operational reliability, security awareness, and employee development.

Preferred Knowledge, Skills and Abilities

• Experience managing Business System Analysts, application developers, data analysts, reporting analysts, or similar technical/business-facing roles.
• Experience with change management, process improvement, delivery governance, roadmapping, and cross-functional technology adoption.
• Experience with scaling Agile practices or frameworks.
• Familiarity with DevOps, CI/CD, automation, cloud platforms, cybersecurity, compliance, and enterprise application support.

Required Education and Experience

• Bachelor's degree in computer science, Information Technology, Business Administration, Data Analytics, Engineering, or a related field; equivalent education and experience may be considered.
• Five or more years of progressively responsible experience in business systems delivery, software development, technology operations, reporting/analytics, DevOps, or related technology functions.
• Experience providing leadership, coordination, or supervision for technical, business-facing, or cross-functional teams.
• Experience managing work through the full project or product lifecycle, including requirements, design, development, testing, implementation, support, and continuous improvement.

Certification, License, Registration

• Preferred certifications may include Agile/Scrum, project management, business analysis, data analytics, cloud, cybersecurity, or technology leadership credentials.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit (or stand) for long periods of time while visualizing a computer screen (continuous)
• Must be able to speak with and hear others (frequent)
• Uses hands to touch, handle, feel, grip, grasp, pinch or squeeze (frequent)
• Must be able to see up close and identify and distinguish colors and/or shapes (continuous)
• Must be able to adjust focus, use peripheral vision (frequently)
• Occasionally uses depth perception, and must see at a distance
• Must occasionally distinguish between sound tones
• Must lift up to 25 pounds occasionally

Other Requirements

• Must be able to maintain confidentiality, exercise sound judgment, and comply with Kansas Turnpike Authority policies, procedures, security requirements, and standards of professional conduct.
• May be required to respond to system, operational, or project-related issues outside normal business hours as business needs require.
• Must be able to work effectively with internal departments, external vendors, contractors, and other stakeholders in a mission-critical technology environment.