Tech Ops Application Systems Specialist
The RSM Tech Ops Application Systems Specialist role is to support and maintain applications under the purview of the RSM CS Technical Operations (Tech Ops) team. This includes application for both internal RSM staff and external clients with responsibilities of supporting; diagnosing, repairing, maintaining, documenting and upgrading all current and future RSM Tech Ops applications. This position may be remote. Office visits may be required in the future when appropriate.
Essential Duties
- Initial point of contact for all Tech Ops incidents.
- Work with users to resolve reported issues.
- Determine severity and impact of reported issues.
- Understand and deliver on RSM Tech Ops service offerings and commitments.
- Understand audit requirements in order to adhere to policies and procedures, while following change control procedures.
- Provide Level 1 support to end user in a timely fashion.
- Determine root cause of reported ongoing issues problems.
- Escalate critical issues to RSM Tech Ops management team.
- Work with RSM Tech Ops team on preventative maintenance tasks.
- Identify issues within the RSM Tech Ops application environment.
- Keep current on new releases, features, and functionality as it relates to RSM Tech Ops applications.
- Develop expertise in two or more RSM Tech Ops solution(s).
- Develop and maintain technical documentation on RSM Tech Ops applications.
- Adhere to SLAs to manage end-user expectations.
- Adhere to Lifecycle protocols for all Tech Ops applications.
- Alert RSM Tech Ops Management to emerging trends in service offering enhancements or requests.
Additional Responsibilities
- Meet with RSM Tech Ops management weekly to review open issues.
- Attend user group meetings and provide technical expertise in designated areas.
- Develop resolution strategies for recurring issues.
- Learn support requirements for new applications and modules.
- Other duties as assigned
Minimum Qualifications
EDUCATION/CERTIFICATIONS
Required:
- Bachelor's degree in Information Technology or related preferred and/or combination of education and relevant experience.
Preferred:
- ITIL Foundation certification
- ServiceNow Certified Systems Administrator (CSA)
- TECHNICAL SKILLS
Required:
- Knowledge of Microsoft Office tools, including Excel and Visio
- Creating support documentation for applications
Preferred:
- Working knowledge of ServiceNow, BeyondTrust, Secret Server
Required:
- Use of Help Desk application.
- Working with users to resolve technical issues
Preferred:
- Exposure to ServiceNow CSM or ITSM
LEADERSHIP SKILLS
Required:
- Ability to self-direct and take initiative
- Strong interpersonal and communication skills
- Strong critical thinking skills
- Strong problem solving skills
- Strong organization skills
- Ability to respond and be adaptable to changing priorities
You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.
Experience RSM US. Experience the power of being understood.
RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.
Job ID: req18526
Line of Business: Internal Client Service
SubFunction: Consulting Support
Job Type: FullTime
Req #: req18526
Location: Minneapolis, MN US
Region: National
Job Category: Business Consulting/Technology
Employment Type: Experienced
Degree Required: Bachelor
Travel: Yes