RQ11186 - Application Support Specialist - Junior

Responsibilities:

• Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software
  
• Provides technical support to teams within the organization, and to external clients when required Assists with systems integrations
  
• Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
  
• Maintains and updates technical documents and procedures Identifies and resolves technical issues
  
• Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
  
• Prepares maintenance plans and upgrades schedules for the organization’s systems
  
• Develops reports for teams across the business
  

General Skills:

• Experience providing expertise and technical knowledge about a specified application or suite of applications
  
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
  
• Experience training end users on a variety of applications and creating documentation when necessary
  
• Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
  
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience Intimate knowledge of an organization’s computing systems
  
• Ability to explain complex ideas to those with limited IT and systems knowledge Exceptional verbal and written communication skills
  
• Listening ability and patience Extraordinary customer service and relationship management experience
  
• Critical thinking skills
  

Experience and Skill Set Requirements:

Must Haves:

• 2+ years experience in ITIL Service Management
  
• Incident – Basic triage and assessment with assignment to Tier three
  
• Queue management – Assignment of tickets
  
• Change management – Creation and management of Change Requests
  
• Configuration management – Management of component inventory
  
• 2+ years experience in Operational Support
  
• Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
  
• Experience with enterprise Data Analysis / visualization tools like Power BI
  

Skill Set Requirements:

Skillset:

• Experience with middleware application suite such as but not limited to:
  

• IBM WebSphere Application Server/NDM/Liberty
  
• IBM DataPower
  
• Deployment Automation
  
• Middleware Monitoring tools e.g. ITCAM
  
• Cloud technology including Kubernetes/Ansible
  

• Experience with ITIL Incident Management process
  
• Experience with ITIL Change Management process
  
• Experience with Remedy/eSMT or other service management tools
  
• Experience with reporting tools and data visualization e.g. PowerBI
  
• Demonstrate strong communication and problem solving skills
  
• Experience with standard MS office suite
  
• Demonstrate initiative and responsiveness
  

General Project Coordination and Communication:

• Experience with coordinating and leading initiatives with both technical and business stakeholders 
  
• Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
  
• Excellent analytical and problem-solving abilities
  
• Experience with planning and implementation of changes
  
• Experience with developing project scope documents and project plans
  
• Experience creating and maintaining documentation for operational procedures
  
• Experience with using Microsoft Office and other tools to automate processes, analyze data and create reports or data visualization
  

Service Management:

• Experience with ITIL best practices for IT Service Management including:
  

• Change Management
  
• Incident Management
  
• Problem Management
  
• Configuration Management
  

• Experience with Remedy/eSMT or other service management tools in an IT support environment
  
• 2+ years of hands-on experience managing incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs
  
• Experience with reviewing data and producing analyses, reports, and data visualizations 
  

Middleware Support:

• Experience with handling fluctuating workloads, conflicting priorities and concurrent activities in an IT support environment
  
• 2+ years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
  
• 2+ years of hands-on technical working experience with IBM WebSphere/Liberty/NDM
  
• 2+ years of hands-on technical working experience in supporting application/web servers
  
• Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc.
  
• Experience with Axway Secure Transport or similar FTP/SFTP system
  
• Development experience or exposure to DataPower platform is an asset
  
• Development experience with Informatica, IBM MQ, IBM ACE is an asset
  
• General exposure to cloud based computing solutions and concepts
  
• General exposure to network topologies (firewalls, load balancers, DNS)
  

Public Sector Experience:

• Experience working within the OPS, BPS or other government would be preferred