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Application Support Specialist
Ref No.: 18-00643
Location: New York, New York
Position Type:Contract
Start Date: 01/18/2018
Application Support Specialist
Location: NYC
Duration: 1 Month Contract
Salary: Competitive

Job Overview/Summary:
The Application Support Specialist at the client will provide timely support to the daily operation of business applications at the client. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment. The candidate should also have a sense of ownership over all applications and should ensure smooth daily operation of all application in the position's purview.

The position will initially focus on supporting the Enterprise Resource Planning (ERP) and Budget vs Actuals (BvA) systems. The ERP system at the client is currently being designed and developed and will house many internal business processes. BvA is a management report that shows how much of a grant was spent, committed, and how much remains at the end of a month. In the near future, this position's portfolio will grow to include other applications.

Major Responsibilities:
  • Provide timely and high-quality L1 and L2 support for ERP, BvA, GSC, and Finance systems, leveraging specialized knowledge and training in aforementioned applications
  • Escalate L3 support requests to Project Managers, Business Systems Managers, or Developers as necessary; track issue through to completion
  • Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues
  • Build and maintain ownership of knowledge base for commonly encountered issues within applications
  • Under the direction of the Application Support Manager, develop, implement, and enforce workflows to streamline application support
  • Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy
  • Plan and host ad-hoc webinars, tele-conferences, and/or in-person meetings to better train and support application users
  • Collaborate with Project Managers and Business Systems Managers to administer applications to meet business needs
Job Requirements:
· Minimum 3 years of IT and business/industry work specializing in web applications

Knowledge and Skill Requirements
  • Support of ERP tools
  • Strong written and oral communication and interpersonal skills
  • Strong sense of customer service
  • Working knowledge of applications being implemented
  • Works well with others in an integrated team environment
  • Fast and independent learner
  • Intercultural competence
  • Self-motivated and a problem solver
  • Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365
  • A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive
Preferred Additional Qualifications
  • Experience with support of Microsoft Dynamics 365 for Finance and Operations
  • Knowledge of French is a plus
  • Bachelor's degree in computer science, information systems, business administration, or related field; or equivalent work experience
  • Knowledge of Agile development methodology a plus
  • Experience with ServiceNow as an incident management tool a plus