Job Description
- Install, patch, upgrade, support, and troubleshoot complex, multi-tier software applications, both commercial and internally developed, spanning multiple servers and various technologies.
- Perform root cause analysis to avoid future occurrences, identify permanent resolutions, preventative steps, and lessons learned on recurring issues and major incidents.
- Assist with release/project activities, monthly patching, and related application maintenance.
- Experience with automated patching and configuration for security hardening.
- Build & maintain strong and effective partnerships with IT and business partners.
- Monitor and support job scheduler activities to assure jobs complete successfully and on time, including troubleshooting failed jobs and expediting escalation when required.
- Strive for continuous improvement of production scheduling processes.
- Maintain and protect confidentiality with regards to all aspects of employee and customer information (HIPAA).
- Build and mature the Application Support processes, procedures and fixes including the creation and updating of documentation in the knowledgebase.
- Partner with IT and business partners to identify improvement opportunities, enable automation and enhance team cohesiveness to work smarter, better, more efficiently and effectively.
- Monitor the ServiceNow ticket queues handling Incidents, Service Requests, Tasks, and some small enhancement work.
- Meet and exceed service levels for tickets as defined in the Service Level Agreement policy.
- Provide application performance monitoring with Dynatrace, SolarWinds, and SolarWinds DPA.
- Develop select infrastructure software upgrade / release roadmaps to deliver software offensively early in the lifecycle to take full advantage of the most current features and security capabilities.
- Previous experience managing system upgrades and projects.
- Previous experience with scripting in any of the following: PowerShell, VB Scripting, Windows Batch Files, or Python.
- Previous experience with relational databases, such MSSQL and Oracle, and with basic database concepts, schemas, query writing, automation scripts, indexes or debugging any aforementioned.
- Version standardization and upgrades.
- Security vulnerability scanning and associated remediations.
- Performance management and tuning.
- Build best practices.
- Break - fix support.
- Previous experience supporting JAVA applications running in JBoss/WebLogic.
- Previous experience working in a RedHat Linux environment and with shell scripting.
- Previous experience working with Verity/Teleform scanning software or OpenText Liquid Office.
- Previous experience working with Tidal or other Job Schedulers.
- Previous Problem Management experience.
- Previous Knowledge Management experience.
- Previous Change/Release Management experience.
- Excellent written and verbal communication skills.
- Strong organizational & time management skills with exceptional attention to detail.
- Proven analytical, technical, & problem-solving skills.
- Willingness to learn continuously evolving company & industry specific applications, technology, and terminology.
- Collaborative work ethic combined with a tenacious appetite to drive continuous improvement in Application Support and Service Management.
- Ability to lead from the front to pull constitutes together for a common outcome.
- Subscribes to ITIL Service Management excellence as one of their vocations.
- Strong working knowledge of Microsoft Office Products and/or VBA.
- 5+ years of application development and programming experience.
- Previous experience with Active Directory technologies, such as Group Policy, network shares, file security, user rights, group membership, replication, DNS, Kerberos
- Previous experience supporting IIS, microservices architecture and rest APIs.
- Previous experience supporting load-balanced Windows/IIS server farms with complex websites in multiple application pools utilizing .NET technologies
- .Net experience a plus.
- Previous experience supporting a claims-processing application, such as Cognizant’s Facets.
- Previous experience working with PowerBI, SSRS or other reporting tools.
- Previous experience working with or programming ServiceNow.
- Previous experience in Systems Administration in a Windows Servers/Microsoft 365 environment.
- Strong working knowledge of network concepts and fundamentals, such as routing and switching, VLANs, DHCP, DNS, and OSI Model.