Job Summary

Team Environment and Collaboration
Application Services is a highly collaborative environment. You-ll work with colleagues across multiple locations and time zones, often as part of cross-functional teams. Communication is key-expect to participate in regular meetings, share updates, and coordinate on projects and incident response.
The team values continuous improvement and innovation. You-ll be encouraged to identify process enhancements, contribute to automation initiatives, and help drive improvements in service quality and efficiency.
Customer Focus and Impact
A significant part of the role is customer-facing, ensuring that end users- issues are resolved and that their experience with applications is positive. You-ll be expected to communicate clearly with customers, provide training when needed, and ensure that service level agreements (SLAs) are met.
There-s an emphasis on understanding customer needs, gathering feedback, and using that input to improve services and solutions.
The role centers on supporting, maintaining, and improving enterprise applications that are critical to business operations. You-ll be responsible for incident resolution, problem management, change management, and fulfilling service requests. This means you-ll regularly troubleshoot issues, coordinate upgrades, and ensure applications are available and performing well for users.
You-ll collaborate closely with engineering, infrastructure, and development teams to standardize processes, implement new features, and optimize system performance. This includes participating in system design, testing, and documentation efforts.
The job involves a mix of proactive and reactive work: you-ll monitor system health, anticipate future needs (capacity planning), and respond to incidents as they arise. You-ll also help develop and maintain knowledge bases and best practices for common issues.
Growth and Development
The environment supports professional growth. You-ll have opportunities to learn new technologies, participate in training, and take on increasing responsibilities as you gain experience.
The team structure allows for advancement, with roles ranging from entry-level to senior and principal positions, each with increasing scope and leadership opportunities.
Workload and Expectations
The work can be fast-paced and sometimes high-pressure, especially when critical applications are impacted. You-ll need to be organized, adaptable, and able to prioritize effectively.
Application Services supports a large, distributed user base, so you may be involved in after-hours support or on-call rotations, depending on the team-s structure and location.
In summary:**

A role in Application Services is dynamic and impactful, blending technical problem-solving, teamwork, and customer service. You-ll be part of a group that values collaboration, continuous improvement, and professional development, all while supporting essential business applications.

In addition to the responsibilities listed below, this position participates in the incident and problem management process by resolving complex issues (e.g., root cause analysis, coordinate prevention plan execution) and addressing escalations as appropriate.

Essential Responsibilities

Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
Provides first and second level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.
Supports stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by monitoring systems to identify problems, trends, and opportunities for improvement.
Assists technical and project team members to resolve system problems and application-specific issues.
Escalates identified issues, risks or problems to lead administrators according to processes.
Plans and performs complex system configuration.
Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
Defines and tests maintenance and refresh activities.
Participates in the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
Assists with application-oriented administration and technical support for production and non-production environments.
Supports vendor support activities, as appropriate.
Recommends and executes performance tuning and optimization activities.
Creates documentation of new and existing system configuration and procedural information, and reviews documentation of others.

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