Job Description Summary

Job Description

In this role you will:

• Perform daily application maintenance processing and user support
• Respond to and coordinate support cases from application users and customers
• Troubleshoot application alerts using monitoring tools; resolve or escalate per SOPs
• Lead customer communications during critical incidents and facilitate retrospectives
• Improve customer satisfaction through stronger support quality knowledge sharing and training
• Drive root cause investigations and implement corrective actions and improvements
• Lead projects that enhance customer experience application performance or operational processes
• Create and maintain end-user support documentation and knowledge articles
• Plan proactively for upcoming system or process changes
• Mentor and guide team members
• Train support teams on new or updated processes and services
• Collaborate with cross-functional stakeholders and support teams
• Ensure support readiness and availability
• Identify and implement automation opportunities for end-user self-service
• Coordinate with vendors and internal technical support teams
• Partner with product and service owners on new service introductions changes and operational transitions
• Manage supplier relationships to improve support outcomes and reduce vendor escalations

Minimum Qualifications:

• Bachelors degreefrom an accredited college or university withat least 2 yearsof professional experienceOR
• Associate degreewithat least 5 yearsof professional experienceOR
• High school diploma / GEDwithat least 7 yearsof professional experience

Note:Military experience is equivalent to professional experience.

Eligibility Requirement

• Legal authorization to work in the U.S. is required
• This employer willnot sponsor employment visasnow or in the future for this role

Desired Characteristics:

Technical

• Experience with relevant applications or products
• Understanding of how to set and drive technical direction
• Familiarity with gathering functional requirements
• Knowledge of technical standards and how to apply them to project work
• Interest in current and emerging technologies through training work experience or industry involvement

Business Acumen

• Understanding of cross-functional business concepts priorities and organizational dynamics

Leadership

• Ability to coach and mentor team members
• Awareness of hardware and software cost considerations
• Ability to deliver work on time and within budget
• Skill in identifying and escalating issues risks and benefits
• Ability to support change initiatives through implementation and feedback

Personal Attributes

• High energy and enthusiasm in a rapidly changing environment
• Strong customer focus and relationship-building skills
• Change-oriented mindset with a focus on continuous improvement
• Ability to work effectively with global teams both independently and collaboratively
• Sound judgment in routine decision-making
• Open-mindedness to new ideas and alternative solutions
• Ability to resolve day-to-day implementation issues and escalate larger concerns as needed
• Strong analytical problem-solving and communication skills

This role requires access to U.S. export-controlled information. Therefore employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident U.S. Citizen have been granted asylee or refugee status (i.e. a protected individual under the Immigration and Naturalization Act 8 U.S.C. 1324b(a)(3)).

Additional Information