Application Support II

Payrate: $38.24 /hr

Summary:

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, carry 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 of ensuring post launch supportability. Tasks would include providing design expertise, creating a post launch support plan, ensuring proper documentation, preparing system environments, and ensuring knowledge transfer among team members.

Responsibilities:

• Monitors and maintain operational readiness of EA system and provides 24/7 support on as needed basis. .
• 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 terms and drive towards resolution.
• Resolve EA functional errors as identified by Business Partners; include reviewing business process and EA document workflows to identify cause and recommend corrective actions.
• Debug and resolve production support or business process issues, including time estimates for corrective action, in order to meet the customer service level agreements. Includes identifying root cause and reporting of problem resolution.
• Meet with Business Partners to gather information and prioritize reported defects for submission to Development for resolution
• Identify opportunities for system enhancements that will deliver enhanced functionality and/or simplify system administration
• Develop and refine work plans for changes (including defects fixes, enhancements and/or configuration changes) to EA. Configure and test changes to system. Coordinate for the promotion of code/configuration changes to the production environment after Quality Control and User Acceptance sign-off.
• Work with other IT support teams to resolve infrastructure related problems (i.e. Basis, Network, Database) where appropriate
• Ensure proper operational monitoring and reporting to ensure 24x7 availability of our enterprise systems. Take action when issues are reported.
• Perform Service requests as requested by Business Partners
• Provide financial functional expertise, guidance, presentation, and instruction on EA products to the business units and users
• Maintain support documentation
• Gather and analyze performance metrics to support continuous improvement for Change Management
• For finance related projects, drives 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 the facilitation of team cross training sessions.
• Perform off-hours support on occasion and act as an on-call escalation point for priority issues
  
  

Pay Transparency:

The typical base pay for this role across the U.S. is: $38.24 /hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.

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