COTS Applications Support Engineer

• COTS Software Engineer Specialist for the commercial-off-the-shelf COTS Applications Operations team within the Georgia Department of Transportation (GDOT)
• As a COTS Software Engineer Specialist for the commercial-off-the-shelf COTS Applications Operations team within the Georgia Department of Transportation, you will provide technical support, development, troubleshooting, and issue resolution with cots applications primarily developed on the .NET framework and Java. You will work closely with clients, end-users, Product Software Engineer Specialist members, and product support vendors to ensure the successful delivery of high-quality support services. Functional areas with cots applications are all aspects of the business: contract management, invoice management, permit processes, emergency operations, and management, and others.

Key Responsibilities:

• Provide technical support and troubleshooting for COTS applications with technologies such as .NET and Java
• Ability to build and run applications from source control repositories, understand technical documentation provided by vendors, find the root cause of issues, and add to backlog Sprint list for release fixes.
• Assist in fixing bugs for release when assigned. Escalate bug issues that require additional resources and major changes to the application to the team lead/supervisor and project manager.  Document findings and the root cause of the problem and meet with the assigned product vendor support to provide conclusions.
• Analysis of updates, business requirements, and enhancements between COTS applications with the assistance of a Software Architect and Database Architect when assigned.
• Knowledge of SQL statements in SQL Server and Oracle to analyze issues reported in the application.
• Provide SQL statements for applications with backend support tickets and follow up database standards for the approval cycle for the team lead, database team, and architects.
• Work with the assistance of architects and DevOps when assigned.
• Troubleshoot, document, and resolve cot software issues and bugs.
• Analyze, resolve, document, and track support tickets and issues in a ticketing system, add comments, and communicate with the users on the resolution completion.
• Required skills to work with vendor support teams for additional assistance or during the deployment.
• Communicate effectively with clients and stakeholders regarding technical issues and solutions.
• Perform routing validations and monitoring of cot applications.
• Assist with System Operations Team in deployments. 
• Participate in database, software, infrastructure upgrade analysis, validation, and deployments.
• Participate in server upgrades for Business Continuity and Disaster Recovery (BCDR) in the organization’s private cloud infrastructure using the VMWare vSphere Metro Stretched Cluster (MSC).
• Follow the Information Technology Service Management (ITSM) processes used within the organization (Incident > Problem > Change) in ServiceNow (Ticking system).

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5 years of experience in development, software support, or related role
• Strong knowledge of the .NET framework and related technologies
• Experience with Oracle and SQL Server databases to perform queries
• Excellent problem-solving skills and attention to detail
• Strong communication skills and ability to work collaboratively with clients and team members
• Experience writing knowledge base articles to support custom applications
• Developed applications in .NET technologies with Kendo UI Telerik, Web API, REST API, JSON, SQL DB, Oracle database, XML, and HTML5
• Experience with ServiceNow ITSM system is preferred