It Support Specialist Lll

JD-

ADDITIONAL NOTES:

• Production support environment – they are on call 24/7 for daily rotations, they will be given time off to maintain 40 working hours each week
• Will work with several teams to determine root of the issue and next steps, follow up meetings, etc.
• 100% hands-on; will look at logs, understand issue, and will implement resolution if they are able (resolving failures and bugs); will not change code, if they are not able to resolve the issue they will be required to setup meetings with the necessary teams to resolve the issue
• Familiarly with handling incidents, problems, and issues – ServiceNow or other ticketing system experience (5-7 yrs exp)
• Communication skills, written and spoken – responsible for speaking with several teams

REQUIRED SKILLS:

• Understand work flow, how to manage incidents, ticketing experience
• Basic automation scripting exp
• Applications/technology that will be used: Legacy applications, Unix, AWS, Oracle, Autosys – should have understanding of ETL and logs on these applications and experience in each environment
• Unix environment experience, intermediate level
• 3-4 yrs work experience, some production environment/on-call experience
• Some database knowledge

This is a production support role. This group provides 24/7 support for critical applications. If there are any hiccups or failures, it would be this group's responsibility to figure out what went wrong. Works closely with shared services and dev teams - works with various teams to resolve the issue. Timing is of the essence as downtime is impactful for the business.

The client is seeking an IT Support Specialist III to provide support for complex applications by creating and developing software solutions to application errors reported. The IT Support Specialist provides end-user support, which may include: providing systems administration assistance, coordinating stakeholder discussions, updating user documentation or conducting training.

Job Responsibilities: Provision access to users. Address security issues such as ID and Password. Log interactions and escalate as needed. Follow up on escalated issues. Direct customers to guides and training resources. Update training materials. Perform emergency setup and configuration for customers. Provide training to customers in routine program operation. Monitor the system for errors, bug, and potential performance enhancements. Analyze and resolve technical problems raised by external customers via phone, web chat, email, and fax.

Qualifications: Bachelor's degree in computer programming or equivalent training required. 5-7 years experience required. Verbal and written communication skills, problem solving skills, customer service and interpersonal skills. Basic ability to work independently and manage ones time