Enterprise Application Support Specialist

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Enterprise Application Support Analyst

Job Overview:

Provide advanced support, troubleshooting, and maintenance of software for both off-the-shelf enterprise applications and in-house developed applications (collectively the “Enterprise Applications”). Support the smooth operation, configuration, and optimization of critical business applications while collaborating with internal teams, vendors, and end-users to resolve issues and enhance system functionality.

Essential Functions:

Employees performing in this job function may perform some or all the duties. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

· Provide Tier 2 support of OCCC network and Enterprise Applications, resolving complex technical issues, and including access control and user account administration.

· Apply proven communication and problem-solving skills to guide and assist the user group on issues related to the design, development, and deployment of mission-critical information and software systems.

· Provide guidance and support to end-users and business stakeholders.

· Act as a liaison between business users, judiciary partners, IT teams and third-party vendors, holding reviews and discussions for modified and new systems or applications.

· Troubleshoot reported application defects/issues by both internal and external customers.

· Engage the assistance of additional IT resources as needed to resolve problems and issues that cannot be resolved in tier two support.

· Plan and coordinate the processes required for the provision of user access to Enterprise Applications and necessary for business operations.

· Report, track, provide follow up, and escalate defects/issues to software developer/vendor through resolution.

· Perform access control governance duties of user accounts and auditing of applications.

· Ensure that applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues.

· Perform, coordinate, and communicate Core functionality testing of updates, packages, releases, and hotfixes of Enterprise Applications.

· Cultivate and disseminate knowledge of application-usage best practices.

· Monitor and report status of all outstanding defects and change orders with applications.

· Collaborate with analysts, designers, and system owners in the testing of new software programs and applications.

· Liaison with Infrastructure and Developers to assist with quality assurance, program logic, and data processing in support of application software changes, upgrades, and fixes.

· Assist with planning, testing, and implementation of network upgrades and software upgrades and script deployments when applicable.

· Assist operations or provide state reporting data validation for timeliness and accuracy as required by policy or law.

· Assist in the coordination, installation, and testing of application system updates into each of the OCCC computing environments including promotion to the production environment.

· Conform with and abide by all regulations, policies, work procedures, and instructions.

· Participate in both internal and external local, state, and vendor user groups to learn and share current and best practices, as well as local policies to assist in development impacts of future software changes and reporting mandates.

Minimum Qualifications Required:

· Bachelor's degree in Information Systems or related field.

· Minimum of two (2) years of experience in applications support, IT operations and/or a related technical role; or four (4) years of related experience in lieu of a Bachelor's degree.

Job Type: Full-time

Pay: $62,000.00 - $83,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: Hybrid remote in Orlando, FL 32801