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Application Specialist I with ITSM

3 months ago

Phoenix, United States Mastek Full time

Job Description

• Position Summary: The Application Specialist I is responsible for providing support for the live application software that our user base is dependent on. You will be working on incidents that have been escalated from frontline IT support on the service desk and fulfilling application specific service requests. You will be responsible for diagnosing incidents and either fixing the issue or managing it through resolution within defined service levels.


Principal Responsibilities:

• Investigates, diagnoses, and solves application-related issues and fulfills service requests for standard and ad-hoc offerings.

• Schedules work to meet priorities and minimize business disruption.

• Maintains security and functionality through the application of temporary fixes and workarounds.

• Updates knowledge base to facilitate future resolution of common errors.

• Keeps relevant stakeholders apprised of any new issues in a clear and timely manner.

• Processes after-hours data changes on production systems.

• Performs other job-related duties as assigned or apparent.

Qualifications:

• Experience with ITSM processes and toolsets.

• Experience with knowledge management methodologies and toolsets.

• Experience supporting enterprise level applications in a virtual support environment.

• Understanding of problem identification techniques.


Minimum Requirements:

• Experience supporting technology systems.

• Experience writing SQL queries to retrieve and manipulate data