IT Support

Responsibilities:

• Provide comprehensive application support to users, handling both functional and technical aspects (e.g., responding to support inquiries, advising on system functionality and usage).
• Manage relationships with third-party vendors to ensure proper support for firm applications.
• Collaborate with IT staff across various disciplines (Applications, Infrastructure, Support) to resolve technical issues and develop new features and solutions.
• Utilize technical skills, business knowledge, and problem-solving abilities to identify and resolve issues promptly.
• Guide users through issue resolution steps.
• Document troubleshooting results and recommend solutions.
• Define and document application issues by consulting with users and evaluating procedures and processes.
• Develop and evaluate alternative workflow solutions, validate results through testing, and document outcomes.
• Upgrade systems and processes to enhance business and technical functionality.
• Participate in recommending technical improvements and future upgrades.
• Gather and provide key customer insights, acting as a liaison between users and the software development team.
• Assist in training users on system functionality.
• Deliver high-level customer service in a fast-paced environment.
• Ensure adherence to and continuous improvement of policies, procedures, and best practices.
• Maintain up-to-date system and operating documentation and knowledge.
• Be flexible and available for on-call duties during emergencies and non-traditional hours (including some nights and weekends).
• Recognize and coordinate the handling of urgent application and system issues that disrupt business services.
• Serve as an escalation point for incident and problem resolution when necessary.
• Work with the business to prioritize tickets, changes, and enhancements, including interfaces.
• Review and approve changes to ensure proper development life cycle processes (e.g., impact analysis, test scenario documentation).
• Plan and coordinate deployment releases.
• Participate in the design and development of new functionalities and the implementation of new technologies.
• Advise business groups on the use of current and emerging technologies.
• Collaborate on researching and vetting new technologies that enhance business value, automate processes, or deliver innovation.
• Identify opportunities to reduce application support efforts by automating or streamlining processes.

Qualifications:

• Bachelor’s degree in computer science, information systems, business administration, or a related field, or 5+ years of equivalent work experience.
• Proven ability to understand the application user base and communicate effectively with business stakeholders.
• Successful track record of collaborating with technical teams across an enterprise IT organization.
• Proficiency in databases, preferably Microsoft SQL Server, and Excel with VBA.
• Excellent verbal and written communication skills, including empathy, patience, and an understanding of the dependency of business users on your services.
• Ability to investigate, diagnose, and resolve problems, determining root causes and providing solutions.
• IT Infrastructure Library (ITIL) experience is a plus.