The Senior Applications Specialist Support role is focused on the support of operational management applications primarily for full service care. The individual will help manage a support desk ticketing system and inquiries from business partners. This individual will provide support on issues escalated from the Tier 1 role as well as issues that require a high degree of coordination with crossfunctional groups. The individual will ensure that outstanding customer service is delivered and that accurate complete information is provided to end users that report issues or request assistance. The individual will ensure that response and resolution SLAs are met and that correct escalation paths are followed in the troubleshooting and resolution of all issues. The individual will provide documentation for and training of Tier 1 staff to increase the scope of resolution able to be provided at the tier 1 level and will act as a support resource for Tier 1 staff.

This hybrid role requires inperson work at our Newton MA headquarters.

Bright Horizons is trusted by families and employers around the world for highquality child care and early education backup care and workplace education. We partner with some of the worlds best companies to provide services that help employees perform their best and support families to thrive both personally and professionally

What you will be doing:

Support Activities

• Respond to and resolve items received in the open ticket queue or via incoming support calls and emails.

• Follow defined processes for support requests including documentation categorization status management approvals and resolution steps.

• Effectively and efficiently troubleshoot issues and requests escalated from Tier 1 support.

• Effectively and efficiently facilitate the resolution of issues that require crossfunctional resolution.

• Ensure that response and resolution times meet SLAs and user needs.

• Ensure that response and resolution is consistently conducted with a high level of customer service.

• Meet or exceed defined standards of resolution volumes quality and customer satisfaction scores.

• Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.

• Provide support and assistance to Tier 1 staff to promote accurate efficient resolution of Tier 1 issues.

Documentation Activities

• Complete and maintain internal knowledge base documentation for support desk staff. Ensure that internal knowledge base is comprehensive clear wellorganized and accurate at all times.

• Complete and maintain end user facing knowledge base documentation. Ensure that external knowledge base is comprehensive clear wellorganized and accurate at all times.

Adhoc Projects and Audits

• Perform daily weekly monthly and quarterly system monitoring tasks as assigned.

• Perform regular analysis of support needs to identify areas of targeted training or system development.

• Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs.

• Additional projects as assigned.

User Acceptance Testing

• Perform and document results of user acceptance testing in advance of software releases

Minimum Requirements:

• Bachelors Degree in Computer Science Business or related field required

• 3 years experience in application support ideally with one or more years of support management or leadership experience required.

Preferred skills/qualifications:

• The individual must have strong computer skills which include a proficiency in Microsoft office SQL server management and must be able to easily adapt to new systems/software/programs with a track record of working with Proprietary Management Information Systems.

• The individual must have excellent written/oral communication and interpersonal skills a strong customer service philosophy impeccable organization attention to detail and commitment to thorough followup.

• The ability to work on crossfunctional teams and prioritize work in a fastpaced constantly changing environment will be essential as this position requires someone who thrives in a team environment as well as in an individual setting; and functions effectively under pressure.

• Job Qualifications also include; developing and maintaining a complete understanding of the business issues and processes surrounding backup and full service care a willingness to take on new projects flexibility regarding department responsibilities and having an intellectual aggressiveness with a track record of success in identifying troubleshooting and resolving issues and questions related to complex processes and systems. The ideal candidate must be highly motivated resultsdriven and goaloriented someone who is comfortable setting aggressive goals and exceeding them.

Life at Bright Horizons:

Our people are the heart of our company. Because were as committed to our own employees as we are to the children families and clients we serve our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race color religion sex age disability sexual orientation veteran status national origin genetic information or any other characteristic protected under federal state or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process please contact the recruitment helpdesk ator . Determinations on requests for reasonable accommodation will be made on a casebycase basis.