Senior Applications Support Specialist

2 weeks ago

Westborough, Massachusetts, United States EG America Full time

Position Overview:

The Senior Applications Support Specialist is essential in ensuring the effective implementation and maintenance of software applications within the organization. This role involves close collaboration with business stakeholders to develop reliable solutions that meet operational requirements while minimizing the need for user assistance. Furthermore, the Specialist is responsible for upholding compliance with corporate governance and IT General Controls (ITGCs) to safeguard data security and integrity.

Key Responsibilities:

  • Application Support: Deliver advanced application support to users, addressing issues through thorough troubleshooting, root cause analysis, and implementing preventive measures to mitigate future problems.
  • Troubleshooting: Analyze and resolve application issues reported by users. This includes reviewing error logs, monitoring system performance, and documenting solutions for future reference.
  • User Management: Manage user access, including account creation, modification, and termination, ensuring appropriate permissions and access controls are maintained.
  • Application Maintenance: Conduct routine maintenance activities such as software updates, patches, and configuration adjustments. Collaborate with development teams for bug fixes and enhancements, ensuring applications adhere to the latest security protocols.
  • Documentation: Keep comprehensive and current documentation of application configurations, standard operating procedures, and troubleshooting guides to facilitate efficient issue resolution.
  • Communication: Engage effectively with users, colleagues, and stakeholders to gather requirements, provide updates, and address application-related inquiries while maintaining professionalism and high customer service standards.
  • Training and Support: Assist in training users on new or existing applications, creating user guides, and conducting training sessions to promote effective application usage.
  • Collaboration: Work alongside cross-functional teams, including developers and system administrators, to troubleshoot complex issues and implement enhancements.
  • IT General Controls (ITGCs) Management: Uphold the framework for IT General Controls, managing user access rights and change control policies to ensure compliance with corporate governance and industry regulations.

These responsibilities necessitate strong technical skills, problem-solving capabilities, and effective communication and collaboration with users, team members, and technology leadership. The Senior Applications Support Specialist should be proactive, detail-oriented, and adept at managing multiple tasks and priorities simultaneously.

Required Qualifications:

  • Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
  • Proficient technical skills and problem-solving abilities.
  • Familiarity with common business applications and retail software systems.
  • Strong documentation practices.

Working Relationships: The Senior Applications Support Specialist will regularly interact with the Director of Application Management, team members, and other roles within the IT department, as well as collaborate closely with business and technology partners to ensure smooth process transitions.

Experience Requirements:

Minimum Education: Associate's Degree in Computer Science, Information Systems, or a related discipline.

Preferred Education: Bachelor's Degree in Computer Science, Information Systems, or a related discipline.

Minimum Experience: 1+ years of end-user support or consulting experience in application management.

Preferred Experience: 3+ years of end-user support or consulting experience, with familiarity in PDI or Planogram software.

Soft Skills: Excellent communication and documentation skills, a strong desire to learn, and the ability to work effectively within a team.

Work Conditions: 40+ hours per week with minimal travel and physical demands.

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