• Application Support Associate

    Job Locations US-MI-Auburn Hills
    Posted Date 2 months ago(12/10/2018 12:30 PM)
    Job ID
    2018-1690
    # of Openings
    1
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Provide support, installation, deployment, and upgrade of software, hardware, and network services as it relates to the application environment. Identifies, researches, and resolves technical problems. Documents, tracks, and monitors the problem to ensure timely resolution. Responsible for customer service and end-user training. Organize and coordinate application activities. Typically responsible for acting on existing trouble tickets established in the tracking system. Receive complex tickets that Help Desk Support and Technical Support Analyst cannot resolve remotely. Has knowledge of commonly used concepts, practices, and procedures. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment. Works under immediate supervision; typically reports to a team lead or supervisor/manager.

     

    Qualifications

    Requirements:

    Application/Hosting Specialist supports a group of applications ensuring stability and driving efficiencies.  Application/Hosting Specialist works closely with supplier partners providing production support and overseeing the day to day operations ensuring SLA’s / KPI’s are met.  Application/Hosting Specialist supports software and hardware maintenance and upgrades, monitoring application availability and ensures stability of the platform.

    Primary Responsibilities:

    The Application/Hosting Specialist provides daily guidance to supplier partners in providing:

    • 24x7x365 application incident support responding and resolving issues submitted through the ticketing system
    • Restructuring applications to improve stability
    • Sun-downing of unused applications and components.
    • Application changes to support software upgrades
    • Application migrations to new hardware
    • Daily application monitoring for availability
    • SLA management through SLA reviews with supplier partners
    • Change controls within the application portfolio.
    • Review application changes for permanent fixes; ensure completion of root causes analysis, application improvements, and MIPS reductions.

    The Application Service Specialist may also be responsible for:

    • Functional and operational coordination of supplier performance (monitoring, measuring, adjusting and reporting);
    • Advising Leadership on Service Management best practices;
    • Managing the quality of delivery of services and products by suppliers within contractual boundaries;
    • Management of the relationship and communication with the suppliers in scope;
    • Monitoring cost and quality in relation to the operational and hosting services provided by suppliers where applicable.

     

    Job Duties

    • Monitors overall application performance and required services that support business partners as required. Ensures ICT priorities related to application sun-downing, improvements and MIPS reduction is completed
    • Production support (respond and resolve tickets, scheduling changes, etc.) and work with suppliers for incident resolution and closure.
    • Optimization (improves system performance, reduce downtime, reduce costs and risk, etc.)
    • Software / Hardware maintenance (validate applications after software / hardware maintenance, maintain software levels for COTS packages, provide remediation when required, impact analysis for existing applications, etc.)
    • Cyclical Activities (model year, yearend, sales close, and planned initialization/launch, failover, Disaster Recovery Testing and associated DR documentation, etc.)
    • Manage Ticket Groups (pending / backlog /aging)
    • Application monitoring, which includes set up of application monitors, perform health check, review logs, etc.
    • Problem management: perform and co-ordinate root cause analysis with cross functional teams.
    • Work with Service Provider to address call volumes from Helpdesk, address call trends, suggest improvements, and complete benchmarking against any other existing CRM solutions.
    • Provide weekly project management reports to leadership.

    Required Skills:

    • Requires a Bachelor's degree in a related area and 3 years of experience in the field or in a related area.
    • Project management / Business Analyst / Application architecture experience in successfully delivering complex technology solutions within a defined SDLC.
    • Experienced working in a cross functional team environment and being the functional go-to person.
    • Have the urge to drive and get things done with ownership.
    • Trouble shooting / Root cause analysis experience 
    • Understanding of SLA / KPI metrics for applications, ITIL experience, DevOps/Kanban Knowledge
    • Helpdesk SME experience to successfully work with CRM solution providers and call center agents. 
    • Enterprise solution experience.

    Technical Skills Preferred:
    IBM UDB, Solaris, AIX, Java knowledge, 3 tier client server architecture, security, Siteminder, Firewall or Network knowledge, Service Now CSM or any CRM experience, Mainframe knowledge.

    Driving and Travel Requirements:
    May be required to drive a company car. A valid driver’s license is required as well as a clean driving record.    
    May be required to travel domestically up to 20%.

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