Senior Application Support Specialist

2 weeks ago

San Antonio Texas Metropolitan Area, 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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