Enterprise Applications Support Specialist II

Summary: The Enterprise Applications Support Specialist II is crucial in ensuring the seamless operation of software applications essential for the organization's functioning. This professional is adept at troubleshooting, diagnosing, and resolving issues related to enterprise-level applications, ensuring minimal disruption to business processes. They collaborate with various teams, including IT, development, and end-users, to provide technical support, implement updates, and optimize performance. They may gather requirements, configure applications, and facilitate continuous improvements with the enterprise applications.  The specialist is knowledgeable about the specific enterprise applications used in the organization, possesses strong problem-solving skills, and can work under pressure to meet service level agreements (SLAs). Additionally, they may contribute to the development of documentation, training materials, and best practices to enhance the overall support process and promote user proficiency. The Enterprise Applications Support Specialist II combines technical expertise with a deep understanding of business needs to drive the successful deployment, training, and support of critical enterprise-level software solutions. This role is also responsible for conducting thorough quality assurance testing of all deliverables within the Enterprise Applications team, ensuring that there are no errors or issues and that everything is built as stated in the requirements before deployment. 

Duties and Responsibilities:

• Understand and comply with the requirements of all laws and regulations applicable to the position.
• Provide first and second-level support for enterprise applications, addressing user issues and troubleshooting problems.
• Collaborate with end-users to understand and diagnose application-related problems.
• Investigate and resolve technical issues promptly to minimize downtime and ensure continuous operation of critical applications.
• Work closely with development teams to escalate and resolve complex technical issues.
• Create and maintain documentation for troubleshooting procedures, known issues, and resolution steps.
• Develop user guides and training materials to enhance user understanding and self-service capabilities.
• Monitor the performance and health of enterprise applications, implementing proactive measures to prevent potential issues.
• Collaborate with cross-functional teams, including IT, development, and business units, to understand application requirements and improve support processes.
• Participate in meetings and discussions to stay informed about upcoming changes and enhancements.
• Conduct training sessions for end-users to promote better understanding and efficient use of enterprise applications.
• Offer continuous support to users, answering queries and providing guidance on application functionality.
• Identify opportunities for performance improvement and optimization of enterprise applications.
• Provide direction to staff and association personnel in the use of enterprise applications, business intelligence frameworks, and ancillary solutions that have varying degrees of integration.
• Work with relevant teams to implement enhancements and upgrades that enhance application efficiency.
• Respond promptly to critical incidents and emergencies, creating alerts and sending notifications to ensure proper communication across the organization until resolution. 
• Interact with software vendors to report issues, obtain support, and stay informed about updates and new features.
• Review all deployments and collaborate with the business to obtain sign-off for all deliverables before their incorporation into production. 
• Conduct Quality Assurance testing for all deployments initiated by the Enterprise Applications team.
• Maintain process standards and report to management on critical change items, project progress, problems, or detractors.
• Ensure adherence to SLA application servicing and business automation delivery to ensure minimal disruption of systems.
• Configure and customize enterprise applications to align with business processes and requirements.
• Plan and execute the implementation of new enterprise applications or updates to existing systems.
• Oversee data migration and integration efforts related to enterprise applications.
• Ensure data accuracy, consistency, and security within the applications.
• Troubleshoot, system and data integration issues and escalate when needed.
• Take a lead role in incident management, coordinating with various teams to ensure timely resolution and communication.
• Analyze trends in incident data to identify recurring issues and propose long-term solutions.
• Contribute to the development and maintenance of a comprehensive knowledge base for support teams.
• Assist in capacity planning activities to ensure that enterprise applications can handle future growth.
• Participate in the change review board process by reviewing proposed changes to enterprise applications.
• Assess potential impacts and ensure that changes are implemented smoothly.
• Participate in projects related to the implementation of new enterprise applications or major updates.
• Perform root cause analysis for recurring problems and implement preventive measures.
• Solicit feedback from end-users and stakeholders to identify areas for improvement.
• Implement continuous improvement initiatives to enhance the functionality and usability of enterprise applications.
• Perform other duties as assigned.                     

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:                                                     

• Bachelor’s Degree or equivalent training and experience required 
• Minimum of 5-7 years of related work experience within the financial services or similar industry

Skills:

• Ability to gather, analyze, and document business requirements for enterprise applications.
• Possess analytical and critical thinking abilities to diagnose and resolve complex issues.
• Capability to perform root cause analysis for recurring problems and implement long-term solutions.
• Strong analytical, verbal, and written communication skills to interact with end-users, team members, and other stakeholders, and understand complex business processes and translate them into technical specifications.
• Ability to convey complex technical information clearly and understandably.
• Patience and empathy when dealing with end-users facing technical challenges.
• Strong problem-solving skills to identify and resolve issues related to enterprise applications.
• Demonstrated ability to collaborate effectively within a team and foster a positive, inclusive team culture.
• Ability to manage and prioritize multiple incidents simultaneously, ensuring timely resolution.
• Ability to assess vendor solutions and make recommendations based on business needs.
• Strong documentation skills to create and maintain user guides, system configurations, knowledge base articles, and best practices.
• Attention to detail in keeping documentation accurate and up to date.
• Willingness to undergo training and certifications as needed.
• Ability to assess the impact of changes to enterprise applications and coordinate effectively with relevant teams.
• Ability to adapt to changing priorities and handle unexpected challenges.
• Flexibility to handle evolving project scopes and priorities.
• Eagerness to stay updated on the latest trends in enterprise applications and technology.
• Customer-focused mindset with the ability to understand and address user needs.
• Proficiency in troubleshooting technical issues related to enterprise applications.
• Ability to work collaboratively with support teams to resolve complex problems.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit for long periods; use hands to operate controls on the computer; reach with hands and arms for phone and computer work; and communicate on the phone while wearing a headset for extended periods. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. Must be able to travel.

First Foundation is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law.