Application Support Specialist

6 days ago


Sandton, South Africa Infobahn Softworld Inc Full time
Information Technology Help Desk Support

Location: Austin, TX (all 5 days onsite)

Duration: 1 year

The primary focus of the IT Application Support Analyst is to ensure world-class operations of enterprise applications that support critical business processes. Provides subject matter expertise on the operation of the Enterprise Application modules, carries out service requests as submitted by our customers, resolves process and/or system issues, and provides education on Enterprise Application features. Support Analysts will be involved in projects that implement new features or functionality with the goal to ensure post-launch supportability. Tasks include providing design expertise, creating a post-launch support plan, ensuring proper documentation, preparing system environments, and ensuring knowledge transfer among team members.

Responsibilities
  1. Monitors and maintains operational readiness of EA system and provides 24/7 support on an as-needed basis.
  2. Provide Level 2 Incident Management support for the EA modules with a goal of meeting business service levels. Take ownership of critical issues, enlist proper representation from other IT support teams, and drive towards resolution.
  3. Resolve EA functional errors as identified by Business Partners; includes reviewing business processes and EA document workflows to identify cause and recommend corrective actions.
  4. Debug and resolve production support or business process issues, including time estimates for corrective action, to meet the customer service level agreements. Includes identifying root cause and reporting of problem resolution.
  5. Meet with Business Partners to gather information and prioritize reported defects for submission to Development for resolution.
  6. Identify opportunities for system enhancements that will deliver enhanced functionality and/or simplify system administration.
  7. Develop and refine work plans for changes (including defect fixes, enhancements, and/or configuration changes) to EA. Configure and test changes to the system. Coordinate for the promotion of code/configuration changes to the production environment after Quality Control and User Acceptance sign-off.
  8. Work with other IT support teams to resolve infrastructure-related problems (i.e. Basis, Network, Database) where appropriate.
  9. Ensure proper operational monitoring and reporting to ensure 24x7 availability of our enterprise systems. Take action when issues are reported.
  10. Perform service requests as requested by Business Partners.
  11. Provide financial functional expertise, guidance, presentation, and instruction on EA products to the business units and users.
  12. Maintain support documentation.
  13. Gather and analyze performance metrics to support continuous improvement for Change Management.
  14. For finance-related projects, drive the plan to ensure that new features and functionality are supported by the team upon go-live. Key deliverables include the creation of a steady-state support plan, performing test cases, creating appropriate documentation, ensuring proper monitoring, and facilitating team cross-training sessions.
  15. Perform off-hours support on occasion and act as an on-call escalation point for priority issues.
Minimum Requirements
  1. Skilled in Zoom rooms and technology; experience with Zoom as a service.
  2. Strong technical support skills; knows the ins and outs of AV skills; live event production experience.
  3. Experience with AMX, Extron/Crestron, Poly, different AV/AC vendors, etc.; able to work with high-profile stakeholders.

Software Skills Required: AMX, Extron, Crestron, Zoom, Teams

Seniority Level

Associate

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting

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