High-Level Application Support Specialist
4 weeks ago
The ideal candidate will be responsible for providing exceptional support to our Investment and Shared Services applications and platforms. As a key member of our team, you will serve as a liaison between business users and the Technology team, ensuring seamless communication and collaboration.
Key Responsibilities:
- Act as a primary point of contact for technical issues, providing timely and effective resolutions to ensure minimal disruption to our operations.
- Provide rotational follow-the-sun support coverage for APAC, London, and Los Angeles users, ensuring around-the-clock availability and responsiveness.
- Participate in after-hours rotational on-call support, including potential weekends and firm holidays, to guarantee continuous support during critical periods.
- Exhibit a strong sense of ownership and urgency in handling support incidents, requests, and follow-ups with clients until a satisfactory resolution is achieved.
- Apply ITSM tool to provide quality incidents, request tickets, and use JIRA for assigned APS projects, ensuring accurate tracking and documentation.
- Demonstrate the ability and willingness to document support workflows, maintaining a comprehensive knowledge base for future reference.
- Responsible for effective communication and interaction with the Business Users, Application Owners, and other IT teams, fostering a collaborative environment.
- Use Critical Incident and Problem management processes to assist in removing repeated issues and provide strategic solutions, driving continuous improvement.
- Clear understanding of monitoring solutions for business-critical applications, ensuring proactive detection and resolution of potential issues.
- Handle and deliver assigned projects related to production stability, software EOL, and associated application maintenance, demonstrating adaptability and flexibility.
- Knowledge of ITIL processes such as IT Operations, Release, Change, and Access management, applying industry best practices.
- Send user communication related to production incidents and application maintenance, ensuring timely and transparent updates.
- Strong familiarity with ITSM tool ServiceNow, logging all incidents, requiring accurate priorities, detailed descriptions of issues, updates, and resolutions, including composing and creating RCA tickets.
Requirements:
- Bachelor's degree or equivalent experience in Computer Science, technical training, and professional work experience.
- 4-6 years of relevant experience in User Access management, user provisioning, Active Directory, some PowerShell and SQL knowledge, Client or other ticketing queue experience.
Personal Qualities:
- Diligent, great demeanor, highly motivated, and a team player.
- Detail-oriented, ability to perform analysis, and communicate gaps in analysis to business and requirements to APS leads.
- A self-directed individual with a can-do attitude, willing to work in an energetic, collaborative, and fast-paced environment, proactive in nature, and a proven ability to learn quickly, display flexibility and adaptability while resolving issues with minimal supervision.
- Demonstrated ability to learn new systems quickly.
- Experience in monitoring critical jobs, processes, and applications.
- Leveraged monitoring tools and applications to perform the above function.
- Solid sense of ownership and accountability.
- Strong problem-solving and analytical skills.
- Excellent organizational and interpersonal skills.
- Outstanding communication (written and verbal), presentation, documentation, and interpersonal skills; strong customer focus.
- Flexibility regarding role profile and willingness to take on new projects and learn new skills.
- Good judgment in terms of escalating issues vs. solving problems independently.
- Ability to be flexible in terms of hours in order to coordinate with team members across various time zones.
Reporting Relationships:
Manager, Application Support
We are accepting applications on an ongoing basis until the search is no longer active. The estimated salary range for this position is $80,000-$110,000 per year, depending on qualifications and experience.
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