PRIMARY DUTIES AND RESPONSIBILITIES:

Under the general direction of the Customer Integrations IT Product Manager.
Monitor and facilitate the resolution of all Customer Integration production issues.
Triage all incidents escalated to the Production Support queue.
Consult with incident submitters to clarify problem description and impact.
Escalate incident submissions to appropriate teams.
Establish Production Support cases as necessary.
Monitor SQL/System job failure alerts and engage IT partners to resolve them.
Create and maintain all case notifications within target service level agreements.
Data entry into the Production Support application tools to track all production issues.
Facilitate P1, P2, & P3 production support conference calls independently
Participate in BCP calls as necessary
Help author and maintain documentation related to production support activities including but not limited to: Knowledge Base articles, Support Transition documentation, System diagrams, Incident Management Standard Operating Procedures
Participate in Root Cause Analysis activities: Analyze and evaluate production support issues to recommend process and system improvements to the wider product team; Assist in the development of training programs and materials that will assist the IT team in completing root cause analysis.
Prepare daily, weekly and monthly reports to management for ensuring SLAs are met for all production support issues
Review Knowledge Base articles, for compliance with technical and writing guidelines
Assist with the onboarding of new customers to either Customer Portal or integrated Web Services, as needed.

MINIMUM QUALIFICATIONS:

Associate degree in computer related discipline. Relevant experience may substitute for the degree requirement on a year-for-year basis.
Three or more years of work experience with automated systems in a complex network environment.
Successful experience working in an end-user, customer facing role in a trouble-shooting capacity is required.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, and a variety of software applications (Service Now, etc.).
Knowledge of principles of troubleshooting and analysis.
Skills in identifying trends and making suggestions for technical modifications to resolve existing and future problems.
Ability to read/write in English with a business proficiency.
Communicating technical and complex information in verbal and written form.
Supporting a variety of users with divergent needs and skill levels.
Translating user needs into viable solutions.
Working independently and as part of a project team.
Working collaboratively to make necessary decisions and respond to emergency situations effectively.
Accurately troubleshooting and diagnosing technology issues in a complex networked environment.

We offer a competitive annual bonus, life insurance from day 1 and a best-in-class health insurance package. As our employee you have the benefit of our referral bonus scheme, our boundless learning opportunities including language training and our global employee assistance program. We provide up to 6 fully paid benefit days a year and a wonderful office in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all time.

Become part of our purpose-driven, multicultural team now and help us create healthier futures.