Senior Application Support Specialist

3 weeks ago

San Antonio TX, United States TMT IT Solutions Full time

We are seeking an experienced Senior Support Specialist (CGI WMIS) to provide high-level application support, technical leadership, and operational stability for the CGI Work Management Information System (WMIS) and its integrated platforms. This role requires a strong mix of application support expertise, problem management, and coordination across business, infrastructure, and development teams. The ideal candidate will have deep L2/L3 support experience, strong analytical skills, and the ability to manage high-severity incidents while driving long-term improvements. You will play a critical role in ensuring system reliability, optimizing performance, and guiding junior team members. What You’ll Do Lead L2/L3 application support for CGI WMIS and integrated systems including Maximo, GIS, SAP, and Mobile Workforce Perform incident triage , drive root cause analysis (RCA) , and coordinate resolution of complex issues Manage problem tickets, propose preventive measures, and ensure long-term fixes are implemented Perform data analysis and corrections , execute advanced SQL/PL/SQL scripts, and conduct backend validations Support and validate application patches, hotfixes, upgrades, and configuration changes Monitor interface health, batch jobs, and system performance across connected platforms Collaborate with business analysts and operations teams to convert recurring issues into improvements or automation opportunities Participate in change management , release coordination, and ITIL-compliant support processes Mentor junior support engineers; review technical deliverables and ensure support quality Maintain and enhance the Knowledge Base (KB) , SOPs, configuration documents, and process flows Provide insights during monthly/quarterly service reviews and recommend optimization strategies Participate in data conversion and ongoing data maintenance activities Offer best practices, out-of-the-box solutions, and contribute to technical leadership within the support team Perform additional related duties as assigned Key Skills & Experience Strong background in WMIS application support , preferably CGI WMIS Hands-on expertise with SQL / PL/SQL , backend validations, and data correction activities Experience supporting integrations with systems like Maximo, GIS, SAP, Mobile Workforce Proven ability to manage high-severity incidents , conduct RCA, and drive permanent fixes Understanding of ITIL processes including Incident, Problem, and Change Management Experience with application patches, deployments, and scripted updates Strong analytical skills with the ability to troubleshoot complex application or interface issues Ability to lead support efforts, guide junior engineers, and communicate with cross-functional teams Excellent documentation and knowledge management skills Strong communication and stakeholder-management capabilities Deliverables You Will Contribute To End-to-end process flows and operational documentation Mentor and conduct knowledge transfer to client teams Participate as a key contributor or primary author in all support-related deliverables Provide technical leadership , best practices, and solution recommendations Support data conversion, data maintenance , and continuous system improvement Offer thought leadership, improvement suggestions, and hands-on technical support Deliver consistent, high-quality application support aligned with business needs

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