Applications Engineer II

Responsible for support of enterprise-wide system(s).

• Analysis testing and implementation of system modifications configuration and vendor patches.
• Analysis testing and implementation of solutions to remediate Incidents and Requests.
• Analysis and tuning of system performance.
• Determination of on-going needs for hardware and software upgrades.
• Creation and maintenance of systems documentation.
• Performance of root cause analysis of production problems and development of both long term and short-term solutions.
• Participation in project requirements gathering design development and implementation phases as system subject matter expert.
• Providing user training for the system(s).

• Function as primary IT resource in testing and implementing system changes related to changes in company business processes and responsible for maintaining productive vendor relationships. Resolution of outstanding production issues that stem from faults in vendor system.
  • Ensuring vendor compliance with service level agreements.

Responsible for application performance management.

• Monitoring performance and availability of applications
• Managing end-to-end quality user experience.
• Working with responsible parties to identify and resolve root cause issues.
• Produce metrics and scorecards.

• ACCOUNTABILITY- Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.
  • Holds self-accountable for results and is self-directed takes initiative and seeks out opportunities.
  • Assesses and accepts risks and learns from mistakes.
  • Ability to handle multiple assignments and meet deadlines.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust confidence and respect; adheres to GCIs Code of Conduct for Employees the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Be capable of building and maintaining good relationships with Users and IT Business Consultants/Analysts and Project Managers
  • Build and maintain relationships with system vendor to include contributions to contract negotiations contract monitoring and conflict resolution.
  • Build and maintain effective working relationships with leadership and peers.
  • Work to resolve problem relationships.
  • Ability to work independently and professionally within a team environment.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Excellent verbal and written communication skills.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.
  • Adheres to standards and procedures.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings training and other work obligations.
• RESULTS - Uses a combination of job knowledge initiative sound decision making innovation adaptability and problem solving.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g. Outlook Teams Word Excel) to complete job duties effectively.

Technical Competencies:

• Ability to comply with IT industry best practices such as ITIL.
• Ability to discern and resolve the root cause of problems in complex environments.
• Ability to analyze impacts of changes on systems and take the necessary steps to ensure successful implementation.
• Familiarity with enterprise-wide systems such as ERP Billing Ticketing Order Management Business Intelligence & Analytics Reporting etc.
• Knowledge of relational databases such as MS SQL and Oracle.
• Knowledge of operating systems such as MS Windows and UNIX.
• Knowledge of IT automation solutions.
• Possess knowledge of client/server software environments database fundamentals SQL and reporting tools.
• Ability to test document and implement bug fixes and enhancements.
• Knowledgeable of programming languages such as: C C++ Java PERL or Python.

Additional Job Requirements:

A mid-level position under moderate supervision providing technical support creating designing and testing applications for the companys enterprise-wide systems.

• Responsible for support of enterprise-wide system(s).
• Responsible for maintaining productive vendor relationships. Duties Include:
• Resolution of outstanding production issues that stem from faults in vendor system.
• Ensuring vendor compliance with service level agreements.
• Monitoring vendor performance testing and accepting products delivered by vendor or other third-party professional services.
• Monitoring vendor upgrade schedules and planning upgrades including hardware and budget planning.
• Acting as point of contact with application vendor to represent GCIs interests in new products and designs. Beta test vendor concepts.
• Demonstrate Leadership capabilities (e.g. consensus building and goal setting planning development).

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelors degree in computer technologiesinformation technology/systems or related field. *
• Minimum of four (4) years of experience inApplication Engineer or in an IT environment or relevant field. *

Preferred:

• Cherwell Development with API Integration experience.
• Telecommunications experience.
• Other telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

• This position may require access to reliable transportation for occasional travel between retail store locations offices worksites or other locations as needed.

• Work is primarily sedentary requiring daily routine computer usage.
• Ability to work shifts as assigned work in standard office/home office setting and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends holidays before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.