Application Support Specialist

Location: Indianapolis, IN (hybrid, 2-3 days in office per week).

7-month contract with strong potential for extension or full-time hire.

Brooksource is searching for an Application Support Specialist to join our enterprise underground utility locating services client. This individual will be instrumental in the application’s continued success as it is released and used by the company’s technicians across the country.

This Application Support Specialist will join our client’s System Support organization and will be tasked with the optimization and support of a major internal-facing application, performing tasks including configuration, handling of escalated tickets, requirements gathering, stakeholder engagement, and documentation/reporting.

KEY RESPONSIBILITIES:

Configuration Changes:

• Implement and manage configuration changes to software and systems as per business requirements.
• Ensure system configurations align with organizational policies and change management procedures.

Requirements Gathering:

• Collaborate with stakeholders and product development to gather and analyze requirements for configuration changes.

Stakeholder Engagement:

• Facilitate UAT sessions with end-users and stakeholders to ensure the software meets their needs and expectations.
• Gather feedback from users and influence system enhancements and solutions.

Escalation Handling: (Tier II)

• Act as a point of escalation for complex issues from the helpdesk team.
• Provide advanced technical support and guidance to resolve escalated issues in a timely manner.
• Submit configuration or development requests as necessary to resolve escalated issues.

Documentation and Reporting:

• Maintain detailed records of testing processes, anomalies, and resolutions.
• Prepare and deliver reports summarizing testing outcomes and effectiveness.
• Collaborate with the IT team and business stakeholders throughout the testing process.
• Communicate test progress, test results, and other relevant information to project stakeholders.

REQUIRED EXPERIENCE AND SKILLS:

• 2 years’ proven experience in Application Configuration
• Strong understanding of software development, system configuration, administration, and quality assurance principles.
• Experience in handling escalations and providing technical support.
• Familiarity with gathering and analyzing requirements for IT projects.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities.
• Ability to manage multiple tasks and projects in a fast-paced environment.
• Strong prioritization and interpersonal skills to balance multiple demands.

EDUCATION REQUIREMENTS:

• A BS in Computer Science or related field, or equivalent experience
• Experience with Agile methodologies and software development lifecycle

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.