Software Application Support Engineer
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Who We Are:
At Pearson we are committed to a world that is always learning and to our talented team that makes it all possible. We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the worlds innovations. Within the Pearson Virtual Schools (PVS) division we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools Connections Academy and Pearson Online Academy provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world.
Our team: The RRT is a high-impact team responsible for quickly identifying troubleshooting and resolving critical issues to ensure our systems and services run without interruption. We are a global team with members in the United States Canada India and Sri Lanka and now were looking to grow in Brazil. The team is recognized within Pearson Virtual Schools as one of the best to work for: we combine dedication collaboration and a fun environment.
RRT leadership has more than 20 years of combined experience at Pearson and is committed to supporting your professional growth. We strongly encourage work/life balance as well as continuous improvement we want you to leave even more valuable in the market than when you started.
We also believe in building connections: from time to time we replace our daily standups with virtual game sessions to relax and have fun. Here youll find a hardworking engaged team that values not only results but also learning fun and everyones success.
About the role:
The Software Application Support Engineer is responsible for one or more of the following ITIL processes; incident management problem management change management and release management. Responsible for engaging with teams to effectively resolve daily application related incidents that impact PVS. Participates in investigating incidents root cause(s) including but not limited to trying to reproduce the issue reviewing data in the database analyzing logs and analyzing code.
Key Responsibilities:
- Drive all aspects of the incident resolution process.
- Work with vendors customers and team members at all levels to troubleshoot customer issues while seeking the fastest path to resolution.
- Demonstrate technical knowledge and understanding of the platform components and data flows.
- Use critical thinking skills to assess root causes and solutions.
- Distill technical information into clear and concise non-technical communications.
- Create necessary artifacts for tracking incident and problem resolutions.
To be successful in this role you will ideally have:
- Bachelors degree in Computer Science Computer Engineering Information Technology or related fields.
- Minimum of 2 years of experience as a software engineer technical analyst quality engineer or data analyst with proven analytical and investigative skills and strong attention to detail.
- Proficiency in reading Python JSON C# or Java and SQL languages.
- Solid knowledge of ITIL v4; ITIL Foundation certification (or higher).
- Hands-on experience with REST APIs software development debugging and code troubleshooting.
- Exposure to DevOps practices; experience with continuous integration continuous delivery and continuous deployment environments.
- Knowledge of agile methodologies; familiarity or certification in Scaled Agile Framework (SAFe).
- Curious proactive and able to thrive in a dynamic environment.
- Collaborative mindset able to share ideas give and receive feedback and ask for help when needed.
- Ability to solve problems independently.
- Strong ability to listen follow instructions and adapt to team dynamics.
- Fluent English with strong written verbal and comprehension skills and ability to interact daily in a global environment.
- Availability to attend in-person meetings at the office as previously agreed with the area leadership.
- Availability for on-call support.
Desirable Additional Skills:
- Experience with Azure DevOps (ADO) or JIRA.
Check out our benefits:
- Home Office
- Home Office Allowance
- Medical Assistance
- Dental Assistance
- Employee Well-being Support
- Life Insurance
- Meal Voucher
- Pharmacy Discount Program
- Discount on Our Language School Franchises
- Discount on Language Learning Books
- Pearson University
- Childcare Assistance
- Birthday Off
- AIP (Annual Incentive Plan)
- Extended Maternity and Paternity Leave 6 months for mothers and 1 month for fathers.
#LI-DD1
Key Skills
- Splunk
- Iis
- SQL
- .NET
- Perl
- Shell Scripting
- Weblogic
- Java
- Sybase
- Scripting
- Oracle
- Application Support
About Company
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gen ... View more
