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IT Support Engineer II E1 - Des Moines Iowa
Company: Wolters Kluwer Location: Des Moines, Iowa
Posted On: 04/28/2024
The Enterprise Product/Support Specialist /Analyst role for Wolters Kluwer (WK) Governance, Risk and Compliance (GRC) This role is responsible for working directly with the Customers, Business Stakeholders, the CT Support Center and Information Technology to facilitate the production support process and contribute to the development of technology solutions for existing and newly released systems (enterprise and customer Internet facing applications). Responsible for conducting analysis on a variety of medium to high level GRC web-based applications or reported issues impacting Oracle's JDE Enterprise One ERP system, ARROW, CTAdvantage.com, the hCue suite (Enterprise, Professional and Mobile), CTCorporation.com, etc. Responsible for analyzing reported issues escalated via SalesForce.com cases, owning the resolution of issues and providing follow-up and status to the Support Center and customers as well as working with various technology resources, creating Work Items (defects), documenting technical briefs, prioritizing defects and attending to triage for issue prioritization. ESSENTIAL DUTIES AND RESPONSIBILITIES -
Demonstrates thought leader-level knowledge with, and/or a proven record of success directing efforts in assisting large employers on the performance improvement of their production systems supporting CT business, emphasizing the following areas: -
Provides Level 2 support to the CT-Support Center Teams; entails resolving cases and engaging in any follow up. -
Partner with IT, support, and business teams to resolve production issues which may include researching an application design or workflow, analyzing and debugging, testing a change, and confirming data accuracy -
Conducts basic analysis on reported issues impacting a variety of GRC web-based applications -
Creates work items and defect briefs -
Attends triage for issue and defect prioritization -
Coordinates the development and release of quality Production Support systems in conjunction with the Team Lead, Business Analyst and Product Owner. -
Coordinates Support and Development activities with relevant Business Units to ensure consistency of implementations -
Makes enhancement suggestions and creates clear and concise requirements specifications -
Resolves issues escalated to Business Enterprise Support Team from the CT-Support Center -
Resolves system availability in cooperation with support teams and engineering -
Develops and maintains knowledge of the department via training and certification initiatives -
Works closely with various internal IT Teams and/or Technical Services to ensure rapid resolution of all reported issues -
Performs gap analysis to identify opportunities for process improvement or management control of work flow -
Deep functional expertise in applications on the CT Platform -
Identifies and resolves problems which may impact system performance and functionality. Escalates important issues to the attention of Management so that decisions can be made promptly -
Communicates in written, oral, and presentation formats to best represent and express user and organizational requirements to audiences up to mid-level management -
Forms productive relationships with internal customers by listening, clarifying, and responding effectively -
Assists the business in defining scope and priorities for system initiatives (new projects and ongoing maintenance) -
Work across the GBS organizations including teams responsible for requirements, project and program management, solution architecture, quality assurance, infrastructure and production support -
Develop, maintain and continuously improve the metrics, SLAs of the environments in which our systems have been deployed -
Develop and implement mentoring, training, coaching, performance feedback, regular evaluation for associates of the requirements team members -
Understanding and solving business and technology challenges related to the implementation of CRM technologies, -
Ensure that standards and guidelines are created for all aspects of systems requirements -
Ensure that all delivery artifacts are reviewed and are according to the standards and guidelines -
Ensure that SLAs are being met for services -
Provide support and maintenance for the services being offered to the business and the environments in which they are offered -
Maintain comprehensive knowledge of industry standards, methodologies, processes and best practices. -
Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiative. Communicate Wolters Kluwer competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation. EDUCATION Bachelor's degree required in computer science, information sciences, systems analysis, business, or related fields with minimum of 3 years of customer or end user facing experience including |
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