Application Support Specialist - FSM

Company: Horizontal Talent
Location: Saint Paul
Posted on: March 13, 2023

Job Description:

Skill Set Requirements:A strong focus on detail-oriented workProficient documentation skillsExcellent observational, analytical, and creative skillsAbility to communicate and collaborate effectively with other IT team members.Strong investigation and problem-solving skillsCapable of multi-tasking, prioritizing, and flexibility as required to help our teams in the areas of need.Experience with a service management/ticket management system (example: ServiceNow)Day-to-day responsibilities:Learn aspects of software systems utilized by APi Group, including end-user use of the system, minor to complex configurations, and business processes within the systemRespond to and Resolve Service Incidents reported by Operating Companies and other IT workstreamsDocument incident resolution by creating Knowledge articles that can improve ticket resolution rates by 1st level of supportSupport the Operating Companies and other IT workstreams to solve more complex use cases brought forth by end users for resolution through the Support ticket systemDetermine repetitive support tickets that can -------shift left----- - within IT by developing training and creating shared knowledge for other customer support teamsCollaborate with stakeholders to solution tickets and determine root causes, including end-user retraining, developing training tools, process reevaluation, or changes to the softwareEnsures solutions, configurations, and processes are sustainable and scalableSupport testing and QA/QC efforts to verify functionality through proven test scriptsSupport partnership with SaaS vendor to ensure system maintenance, stability, and optimizationEngage the user community to support Operating Companies-------- use of the system through training, support, standard processes, and feedback loopsHelp maintain user community communication, training documentation, and resources, ensuring these living documents are readily available and up to date as necessaryAnalyze business processes within the systems to ensure optimization, efficiency, and scalabilityOther duties as needed or assigned.Experience You Will Bring:
Quality First attitudeStrong character, ethics, commitment, and reliabilityData-driven and analytically focused approach.Exceptional time management and organizational skillsExcellent analytical skills and aptitude for critical thinking, problem-solving, and decision-makingEffective communication for various stakeholder levels (IT support team, project team, IT leaders, and business stakeholders).2+ years of ERP support experience (supporting ERP, Field Service, Payroll, or critical business systems)5+ Years of experience working in an IT environment independently and in teams (including remote and global delivery models).ITIL Service Management Experience is a plusProficient in Microsoft Suite (Word, Excel, SharePoint)
PandoLogic. Keywords: Application Support Specialist, Location: Saint Paul, MN - 55129

Keywords: Horizontal Talent, St. Paul , Application Support Specialist - FSM, Other , Saint Paul, Minnesota