AI Solutions Architect
NTT DATA Romania
AWSAzureCloudCyber SecurityITSMJavaPython
Staff Application Support Engineer
BHG Financial
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
AWSAzureCloudJavaJavaScriptLinux.NETPHPPythonSDLCSQLVMware
About the role
- 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.
- 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.
- Diagnose and resolve technical issues and system errors.
- Provide technical support and guidance to end users and cross-functional team members.
- Support data and/or system research initiatives.
- Mentor and develop colleagues’ skillsets and knowledge; maintain high availability for support.
- Support teammates in upgrades, integrations, and projects.
- Act as subject matter expert and owner of Jira Cloud, Jira Software, Jira Service Management, Confluence, and Bitbucket Data Center environments.
- Author and maintain comprehensive documentation for system configurations, processes, and changes.
- Identify mentoring and training opportunities; develop materials and deliver training sessions.
- Maintain accurate records of analysis and work performed within Jira tickets and projects.
- Proactively provide information, resources, and expertise; build relationships with cross-functional stakeholders.
- Communicate proactively with stakeholders to understand requirements and provide updates.
- Collaborate with developers, analysts, and program/project managers; work independently when needed.
- Provide first and second level support to resolve difficult, complex, and sensitive problems; assist with issue prioritization.
- Drive world-class IT support and best practices; complete required company and security training.
- Maintain and enforce change control compliance for the application support team.
- Participate in high-level planning, recommend process improvements, and conduct tool evaluations.
- Follow procedures for incident escalation and notification to leadership; develop and facilitate standard operating procedures.
- Facilitate efforts to meet key performance indicators (performance, availability, capacity).
- Coordinate with other teams to ensure project milestones are met.
- Lead projects as assigned, contribute to timelines, resource selection, deliverables, and estimates.
- Complete work assignments and support business-specific projects by applying subject matter expertise.
Requirements
- 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, including 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.
