• Application Support Engineer

    Location UK-London
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    2018-2510
    # Positions
    1
  • Overview

    The Application Support Engineer is responsible for the management of all tickets opened against internal enterprise applications. These responsibilities include problem identification, troubleshooting, escalation (if necessary), follow through to resolution, and communication back to the user. This Application Support Engineer will offer user support and training, resolve bugs and make configuration changes in current application workflows, configure and develop new workflows in ServiceNow, and facilitate the communications of new features and user feedback. Additionally, this person is responsible for user account management, monitoring application performance logs, creating user training documentation, and providing business analysis reporting from ServiceNow and other Enterprise Applications.

    Responsibilities

    • Ticket management for incidents raised across internal applications including ServiceNow, Adoniss, JIRA, and other Enterprise Applications.
    • User support, training, and account management.
    • Maintain involvement of Change Requests relative to Internal Applications.
    • Creation of customized ad-hoc reports and support for SNC KPI reports.
    • Management of production environments including the monitoring of application logs and performance.
    • Application and Database configuration.
    • Gathering and consolidation of user case stories, steps to reproduce, and conditions of satisfaction for bug reports and development requests. 
    • Management of all automated import platforms, performance monitoring, problem resolution, and escalation when necessary

    Qualifications

    • Bachelor Degree or College Diploma in Computer  Science/Technology programs preferred
    • 3+ years’ experience in IT, Application, and/or Database support roles.
    • Knowledge of Windows and Unix support
    • Good  communication skills both written and verbal.
    • Ability to effectively communicate with all levels of management and within the team across all global locations
    • Knowledge of JavaScript and/or ServiceNow Admin experience is a plus.
    • Background in ITIL process preferred.
    • Prior Application Support is an advantage
    • Familiarity with these Internal Applications is a significant advantage

    Key Results and Deliverables (What does success look like):

    • Exceptional leader, people manager and customer advocate with a passion for technical support
    • A charismatic and credible communicator who leads by example
    • Highly responsible, self-motivated, and able to thrive in an energetic, fast pace, high growth, entrepreneurial environment
    • Strong team player who can build strong relationships at all levels of the organization
    • Have excellent communication skills - written, verbal, presentation and interpersonal
    • An ethical and proactive leader who can maximize the resources of a start-up environment

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