Level II Application Support - 152473

Level II Application Support - Remote

US Citizen

Position Responsibilities

• Triage of single user issues to gather data, replicate the experience and document findings for further troubleshooting
• Troubleshoots and provides solutions for technical questions and issues or routes to appropriate escalation group
• Maintains an understanding of the functional aspects of the application(s) from a business and user perspective including : purpose, capabilities, limitations and use within the business
• Performs UAT and QA functions for new software releases as time permits
• Effectively uses all support tools available and demonstrates knowledge of available resources
• Participates in operations calls, reporting current trends / issues to drive continuous improvement of process and user experience
• Updates ticketing system with accurate information in a timely manner to maintain or improve upon SLAs
• Creates and maintains technical documentation that can be used by service desk to resolve user escalations upon first contact or used by end users directly
• Identifies opportunities to shift the resolution of user issues to the closest level of first contact
• Rotation shifts for on-call and weekend support required
• Ability to work flexible hours / schedules during times of increased business activity
• Onboarding of new processes, procedures, related to new applications and services by partnering with project / product leadership to ensure repeatable predictable outcomes for Operations support team members
• Provide time critical updates to I.T., business, and vendor contacts during and after major incident response

Knowledge Preferred

• Experience handling incidents and service requests in a 24 / 7 production environment
• Hands on experience with ServiceNow or other ITSM tools
• ITIL service management principles, LEAN or Six Sigma training a plus
• Proficient in Microsoft Office suite and Google suite
• Understanding of local and wide area networks, protocols and simple network troubleshooting in a multitiered, load-balanced environment
• Some basic knowledge of Microsoft web, application and database servers (IIS, .NET, MVC, SQL, SSIS, SSRS)
• Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues

Skills Preferred

• Excellent organizational, written and verbal skills with ability to communicate effectively with all levels of firm
• Some background in networking, Azure cloud technologies, active directory administration, system or database administration a plus
• Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to actively participate in large Incident conference calls with a wide range of personnel and management levels
• Experience with data analytics and reporting technologies such as PowerBI, Tableau, Splunk or Qilkview

Minimum Degree Required :

• High School Diploma or GED
• Degree Preferred : Bachelor's degree in computer science, information technology or a related discipline
• Certs / Training Preferred : ITIL Foundation Certification, Microsoft Certified Professional or other IT related learnings
30+ days ago