Enterprise Application Support Specialist
5 days ago
Location: Remote
Job Type: Contract (2-3 Months Only)
Pay Rate: $40/hourly on W2 (All inclusive)
Job Summary:The primary focus of the IT Application Support Analyst is to ensure world-class operations of enterprise applications that support critical business processes.
Key Responsibilities:- Provides subject matter expertise on the operation of the Enterprise Application modules, carry out service requests as submitted by our customers, resolve process and/or system issues and provides education on Enterprise Application features.
- Support Analysts will be involved in projects that implement new features or functionality with the goal to ensure post-launch supportability.
- Tasks would include providing design expertise, creating a post-launch support plan, ensuring proper documentation, prepare system environments, and ensure knowledge transfer among team members.
- Monitors and maintains operational readiness of EA system and provides 24/7 support on an as-needed basis.
- Provide Level 2 Incident Management support for the EA modules with a goal of meeting Business service levels.
- Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution.
- Resolve EA functional errors as identified by Business Partners; includes reviewing business process and EA document workflows to identify cause and recommend corrective actions.
- Debug and resolve production support or business process issues, including time estimates for corrective action, in order to meet the customer service level agreements.
- Includes identifying root cause and reporting of problem resolution.
- Meet with Business Partners to gather information and prioritize reported defects for submission to Development for resolution.
- Identify opportunities for system enhancements that will deliver enhanced functionality and/or simplify system administration.
- Develop and refine work plans for changes (including defects fixes, enhancements and/or configuration changes) to EA.
- Configure and test changes to system.
- Coordinate for the promotion of code/configuration changes to the production environment after Quality Control and User Acceptance sign-off.
- Work with other IT support teams to resolve infrastructure-related problems (i.e. Basis, Network, Database) where appropriate.
- Ensure proper operational monitoring and reporting to ensure 24x7 availability of our enterprise systems.
- Take action when issues are reported.
- Perform Service requests as requested by Business Partners.
- Provide financial functional expertise, guidance, presentation, and instruction on EA products to the business units and users.
- Maintain support documentation.
- Gather and analyze performance metrics to support continuous improvement for Change Management.
- For finance-related projects, drives the plan to ensure that new features and functionality are supported by the team upon go live.
- Key deliverables include the creation of a steady-state support plan, performing test cases, creating appropriate documentation, ensuring proper monitoring, and the facilitation of team cross-training sessions.
- Perform off-hours support on occasion and act as an on-call escalation point for priority issues.
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