This role is responsible for providing primary administration and support of key third party applications used at Early Warning.
The position serves as a Subject Matter Expert (SME) for the assigned system(s) and for the processes inside of the application to ensure that it remains current and serves the needs for Early Warning users.
Act as owner and primary administrator of assigned application(s).
Provide application and system support to all employees for assigned application(s).
Troubleshoot issues, providing expert level support.
Resolve issues or identify escalation to Systems team or vendor.
Own issue until resolved.
Architect the application(s) to meet business needs.
Establish integration with other applications.
Establish best practices for administering and securing application(s).
Provide application performance monitoring, evaluation and optimization.
Propose and implement/lead job automation using scripts and other tools.
Implement solutions to meet or improve specific customer or business needs.
Research, evaluate and provide guidance in the selection of 3rd party applications.
Analyze, configure, document, implement and support 3rd party applications.
Analyze application incidents to identify root cause.
Work closely with vendor’s product support team to implement solutions.
Analyze existing processes to identify inefficiency and opportunities for improvement.
Implement or direct the implementation of such process improvements.
Work with stakeholders to establish key metrics, KPIs and SLAs that are measurable and sustainable.
Ensure successful installation and validation of vendor-provided upgrades and patches.
Monitor license usage and budgeting for licensing costs.
Provide metrics on anticipated needs during budget cycle and submit procurement requests when additional licenses are required.
Process change requests for modifications to the application configuration.
Maintain application road map and work with Manager, Applications Administration to set priorities.
Provide timely and accurate status reporting.
Manage projects to build new functionality, workflows, processes, and/or reporting in the application including requirements gathering, configuration, testing, user documentation and training.
Develop and maintain all user documentation related to assigned application(s), including policies and procedures.
Drive user adoption across the organization through user training and best practices.
Maintain relationship with vendor to resolve application issues and ensure that Early Warning’s needs for new functionality are considered in future releases.
Support the company’s commitment to protect the integrity and confidentiality of systems and data.

Requirements

Education and experience typically obtained through completion of a Bachelor’s Degree in Business, Communications and/or Computer Science or related field
Excellent oral and written communication skills to be used to interact proficiently with all levels of management and staff
General knowledge or familiarity with Windows OS, Oracle, SQL, MS Office, Visio
General knowledge or familiarity with applications such as JIRA, Tableau, and SAP Business Objects
Demonstrated experience supporting, as an admin, vendor-provided applications
Must have strong capability to coach and mentor
Self-starter who has the ability to manage multiple priorities
Strong attention to detail and accuracy
Specialized support of specific applications:
Drupal 5 or more years of relevant experience in Drupal Content Management System Administration
Demonstrated experience administering Drupal v8.x
Experience implementing websites in HTML, CSS, JavaScript (including AJAX and JQuery), PHP, and SQL
Experience writing custom modules in Drupal
Ability to troubleshoot and debug production issues
Experience with monitoring/reporting tools
Workflow System Three years of experience in process decomposition, process analysis, scoping and optimization
Java or SQL coding experience
Project Management System Three years of experience managing projects and project financials
Understanding of accounting and finance principles as they relate to projects
SQL coding experience – including Report Builder
SharePoint or Salesforce Strong understanding of MS SharePoint architecture and administration
Strong understanding of Salesforce architecture and administration
Certified Salesforce.com Administrator (ADM-201)
Experience with Service Cloud, Sales Cloud, Telephony integration, Salesforce data tools.
Development experience with MS Visual Studio, .NET, Microsoft SQL Server, C#,
Experience with Infopath, SharePoint Workflow, and SharePoint Designer
Working knowledge of various web design / graphic design tools (Fireworks, Dreamweaver, Photoshop)
Atlassian Suite Able to learn more complex configuration and design to support development and implementation improvements
Handle escalated functional questions for Jira, Agile, Tempo/Timesheets (future), Xray, Confluence
Support integrations (Business Objects/Data, Planview)
Base JQL / Scripting capability
Build Dashboards and/or Filters
Work with PMO to establish standards for use of templates and Dashboards
Business Objects & Tableau Business Objects competency level of intermediate to senior level
Assess the current configuration of Business Objects and make recommendations
Establish and enhance increased functionality of Business Objects tool and features which are currently under-utilized and make the consumers of the app aware of features and functions
ITSM and Jira 1+ years of experience in system support and/or system administration of an ITSM/ITIL-based solution, ticketing system, or business process management platform.
Basic knowledge of development languages: SQL, XML, HTML, CSS, Javascript, VBScript.
Working knowledge of JIRA 7.x and Confluence 6.x system administration
3+ years of Jira/Confluence support experience including operational support activities, customer service customizing JIRA projects with various schemes, complex workflows, screen schemes, permission schemes, and notification schemes.

Benefits

Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
12 weeks of Paid Parental Leave
Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

DrupalHTMLCSSJavaScriptPHPSQLJIRATableauSalesforceBusiness Objects

Soft Skills

communicationcoachingmentoringattention to detailself-starterproject managementproblem-solvinguser trainingstakeholder engagementprocess improvement

Certifications

Certified Salesforce.com Administrator (ADM-201)