Application Support II

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Job description

Title: Application Support II

Job Location: San Jose, CA (Hybrid 3x days in office)

Day to Day Responsibilities of this Position and Description of Project:

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, resolve 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 to ensure post launch supportability. Tasks would include providing design expertise, creating a post launch support plan, ensuring proper documentation, prepare system environments, and ensure knowledge transfer among team members.

Responsibilities

Monitors and maintains 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; includes 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

Working with SharePoint

Migrating files to SharePoint- internet network drives or another SharePoint version

Able to move the file by themselves and work through any conflicts/blockers

Expected to connect with different teams and the priorities of the files needed to move- will need to tag files as per the teams' request

Required Skills (top 3 to 5/ non-negotiables):
What you like to see on resumes? (nice to have)

1.
Good SharePoint experience - developer experience
1.
Self-starter and takes initiative

2.
Stake holder management experience
2.
Can hit the ground running from day one due to a short-term contract

3.
Great communication skills
3.

4.
Highly proactive- setting up meetings when working cross-functionally with teams
4.

5.

5.

Disqualifiers or Dislikes on Resumes:
Do not have tangible experience with SharePoint

Education Requirement:
At least 3 year with SharePoint - open to higher experience

Minimum Bachelor's degree but open to industry with SharePoint experience

Required Testing:
NA

Software Skills Required:
SharePoint experience (must have)

Required Certifications:
Microsoft or SharePoint cert (not a must have)

Preferred companies/industries:
Open to all: Application support, SharePoint developer

Candidate Value Proposition:
NA

Difficult Aspects of Role:
If there is a blocker with moving the files to various versions of SharePoint- need to understand why that is happen and find a workaround for it

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