The Application Support Team is a team of professionals supporting our organization's mission-critical applications. They support the applications in all major domains by providing technical, functional & system support.

In this role, each team member supports our end user community, internal IT teams and external third party support partners in a personable and professional manner. They bring a developed approach to diagnosing issues with the willingness to collaborate to find the best possible solutions.

 A successful candidate will be responsible for the development, testing, maintenance and support of all production batch schedules. They are continually seeking new & better ways to meet the changing world of applications. They have an inquisitive mind, willingness to learn, skill at facilitating technical conversations and the ability to keep progress moving forward.

Direct Relationships:

·    IT Operations Specialists

·    Application Support Analysts

·    Configuration Management Analysts

·    Delivery Team Developers

 Position Responsibilities:

·    Provide technical, functional & system support for all batch schedules and supporting scripts

·    Develop, test and implement new batch jobs, calendars and schedules for Distributed (IWS) and mainframe systems (TWSD)

·    Ensure all incidents are properly addressed, updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes

·    Act as primary on-call contact for issues and investigations related to Scheduling components in applications.

·    Perform trend analysis to highlight recurring incidents within batch processing environments and develop solutions to address root cause

·    Demonstrated success in creative problem solving, finding viable alternative solutions, and documenting those solutions

·    Demonstrate a commitment to knowledge centered support principles

·    Participate in internal audit processes for batch processes

·    Work with the IT Team to ensure a smooth support transition from Delivery to Operations

·    Participate in validations activities related to patching, maintenance, and deployments

·    Ensure management is updated on issues in a timely manner

·    Experience in troubleshooting of systems stalls, failed batch jobs, system errors, as needed to resume normal operations

·    Basic knowledge of ERP Systems is required to understand batch processes for invoicing, billing, payment processing, file transfers (SFTP)

·    Additional tasks may be assigned as required

Profile:

·    Ability to take a business-centric and holistic approach in delivering support

·    Comfortable working in a production environment requiring 24x7 support and being part of an on-call rotation

·    Excellent verbal and written communication skills to ensure issues and resolutions are understood and translated accurately

·    Values an environment where business process knowledge is equally as important as technical knowledge

·    Self-directed and able to use online training and documentation to learn about existing software features and develop new guidelines for others on the team

·    Ability to learn new concepts, systems, and software independently and quickly

·    Ability to build strong relationships

·    Ability to follow processes and guidelines

·    Aptitude for mentoring and assisting team members

·    Bachelor’s Degree in Computer Science, Computer Engineering or equivalent training or experience

·    5+ years related experience in production batch scheduling and support in a multi-platform environment

·    Experience with IBM Workload Scheduler in mainframe and distributed environments in an enterprise environment

·    Experience with z/OS, RACF, JCL, Unix System Services

·    Experience with documenting job flows

·    Experience analyzing input and output trends

·    Exposure to other products (ServiceNow or other ITSM tool) that are integrated with Workload Scheduler to create event monitoring alerts

Experience in creating and maintaining Knowledge documentation for distributed batch operations