This role requires security access. Employment contingent on US and GC work authorizations.
Responsible for supporting and maintaining multiple user and customer-facing applications and related data processing platforms and services. Ensures the user-facing business applications are consistently available and are highly performant, meeting customer needs.
Role and Responsibilities
In this role, you will:
Execute day-to-day application maintenance, processing and user support
Responsible for responding/delegating support cases from application customers
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
Drive customer communication during critical events and lead retrospective meetings
Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
Drive root cause investigation implementing any learnings or improvement opportunities
Drive projects that improve customer experience, application process or performance with minimal guidance
Assist & own the preparation of end user support documentation and knowledge
Proactively plan for upcoming changes
Provide mentorship and guidance to team members
Inform and train all support teams on new/changed processes/services and drive operational process rigor
Collaborate with cross functional stakeholders
Ensure support team readiness and availability
Investigate the possibilities of automation for self-service of end user support
Manage and lead the enhanced service collaboration vendor & other in-house support tech team
Partner with product service owners on new service introductions, change, and transition to operations
Manage and drive relationships with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors
Required Qualifications
Bachelor's Degree from an accredited College or University in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with two plus years information technology experience
One plus year MSOffice Visual Basic for Applications (vba) experience
One plus year vb.net programming experience
One plus year MS Access database management
NOTE: Military experience is equivalent to professional experience.
Desired Qualifications
Experience with MSSQL/MyTech database administrative experience.
c#.net programming experience
Understand concepts of setting and driving technical direction
Familiar with elements of gathering functional requirements
Understand technical standards & concepts to apply to project work
Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities
Business Acumen:
Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics with the ability to set day-to-day priorities
Leadership:
Coach and mentor team members.
Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget
Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits
Participate in change initiatives by implementing new directions and providing appropriate information and feedback
Personal Attributes:
Ability to thrive in a rapidly changing environment
Demonstrated customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers
Change oriented -actively generates process improvements; champions and drives change initiatives; confronts
Ability to work with global teams, act independently and as part of a team
Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate
Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives
Strong analytical and strong problem-solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve