Staff Application Support Engineer

What You'll Do

• System Integration and Application Maintenance
• Maintain and improve existing applications, both internal and third-party.
• Integrate various software components and third-party programs.
• Validate data flow between systems to facilitate data integrity.
• Observability and Monitoring
• Analyze ticket velocity and content to rapidly identify emerging issues.
• Classify work efforts (type and effort) accurately to aid in trend detection and capacity planning.
• Monitor the Application Support ticket queue and evaluate performance.
• Troubleshooting and Support
• Diagnose and resolve technical issues and system errors.
• Provide technical support and guidance to end users/team members (internal & cross-functional).
• Support data and/or system research initiatives.
• Maintain high availability for actively mentoring and developing colleagues’ skillsets and knowledge.
• Support teammates in upgrades, integrations, and projects.
• Operate in the role of subject matter expert and owner of the instances of Jira Cloud, Jira Software, Jira Service Management, Confluence environment, and Bitbucket Data Center environment.
• Documentation and Training
• Author and maintain comprehensive documentation for system configurations, processes, and changes.
• Identify mentoring and training opportunities for internal and partnering team members. (Note: This includes the development of materials and delivering training sessions.)
• Maintain accurate records of analysis and work performed within Jira daily tickets and projects.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
• Collaboration and Communication
• Communicate proactively with stakeholders to understand requirements and provide updates.
• Effectively work independently or in collaboration with cross-functional teams, including developers, analysts, and program/project managers.
• Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards to assist with issue prioritization (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Compliance and Standards
• Drive world-class IT support (response, remediation, communication) and best practices.
• Complete required training as assigned, including, but not limited to, company, industry, and security awareness.
• Maintain and enforce change control compliance for the application support team.
• Actively participate in high-level planning, such as recommending process improvements and conducting tool evaluations.
• Follows procedures for incident escalation and notification to leadership.
• Follows and facilitates the development of standard operating procedures.
• Project Management
• Facilitate efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Coordinate with other teams to ensure project milestones are met.
• Lead projects as assigned, including contributing to timelines and resource selection, establishing deliverables, providing estimates, and maintaining project status.
• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.

What You'll Need

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• Minimum 5 years of experience with supporting and/or managing 3rd party Enterprise Server and Cloud application platforms (i.e., Salesforce, Aha!, Atlassian products – Jira, Jira Service Management, Confluence, Bitbucket, Opsgenie; Azure DevOps and GitHub).
• Working knowledge of database functionality with 4+ years of advanced skills in SQL and/or SOQL. This includes understanding complex joins, stored procedures, and other advanced database concepts.
• Minimum 4 years of experience utilizing modern development tools and technologies – Microsoft .NET (C#), Azure Cloud, PHP, Full-Stack architecture, AWS, Google Cloud.
• Minimum 4 years of experience working with various SDLC methodologies such as Waterfall, Agile (Scrum and Kanban); experienced in the use of standard agile tools.
• Minimum 2 years of experience with programming languages such as Java, Python, PowerShell, JavaScript, Jira Query Language (JQL), Assets Query Language (AQL), Apex, or similar.
• Experience working with 3rd party vendor support.
• Experience leading complex projects involving resources across multiple departments.
• Excellent interpersonal, verbal, and written communication skills.
• Minimum 4 years of experience writing documentation or standard operating procedures related to IT operations and support
• Strong working knowledge of change management/ITIL knowledge or certification a plus
• Linux knowledge is a plus.
• Salesforce administrator and/or developer skills are a plus.
• Strong customer service and problem-solving skills, including demonstrated ability to analyze issues and to work effectively with cross-functional groups to deliver solutions.
• Familiarity with standard office and collaboration applications (i.e, Teams, ServiceDesk, Atlassian Products, Office).
• Familiarity with SonarQube, Posit (fka R Studio), OneTrust, OvalEdge, DocuWare, and VMWare is a plus.
• Commitment to working flexible hours as necessary, including occasional evening and weekend hours and on-call rotation cadence.