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Short Description: Our client is seeking a Tier 2 and 3 Applications Support Specialist for a 6 month engagement to support day to day activities.
Complete Description: Our client is seeking a Tier 2 and 3 Applications Support Specialist for a 6 month engagement to support day to day activities. This position resides in the Wake Forest University IS (Information Systems) Department and is part of the Application Support Team providing support to Wake Forest University Students Faculty and Staff. The position requires a customer centric, detail oriented, engaging and self-motivated resource who is dedicated to providing a positive customer experience to ensure issues are resolved in a timely and thorough manner.
On a daily basis, the selected candidate will be responsible for performing the following tasks:
? Provide tier 2nd and 3rd troubleshooting and support for the University community on all Administrative Applications such as the Banner ERP system, the Wake Forest internally developed Portal system (WIN), along with other internal and COTS applications.
? Creates and disable accounts for several University Systems upon employee hire and exit, or at the approved request from department and data stewards.
? Monitor the Remedy incident ticketing queue, complete assigned tickets, and assign tickets to other team members as appropriate. The ticket queue is required to be well-maintained, resolving tickets in a timely fashion, providing timely response especially for high and critical level tickets, and providing regular feedback to the customer for tickets that need to remain open for an extended period of time.
Skill | Required / Desired | Amount | of Experience |
Bachelor’s Degree,with at least 2 years of related experience. | Required |
Professional experience in a Tier 2-3 Applications Support Role | Required | 2 | Years |
Professional experience supporting Redhat Linux based operating/file system | Required | 2 | Years |
Professional experience supporting Oracle 11g/12c DB | Required | 2 | Years |
Professional experience supporting open source applications | Required | 2 | Years |
Exemplary troubleshooting skills across multiple applications and the ability to vet a problem to resolution. | Required |
Excellent verbal and written communication skills. | Required |
Ability to work independently with minimal supervisory oversight. | Required |
Ability to work within a team and with other teams, as necessary, to provide a timely and thorough resolution to reported problems and incidents. | Required |
Working knowledge of the Banner ERP system | Desired | 2 | Years |
Working knowledge of Oracle DML | Desired | 2 | Years |
Working knowledge of PL/SQL | Desired | 2 | Years |
Professional experience supporting Windows based operating/file system | Desired | 2 | Years |
Professional experience supporting web based JAVA applications | Desired | 2 | Years |
Higher Education Application Support experience. | Desired |
