Application Administrator

Decisive Point Consulting

12h

About The Position

We are seeking a dedicated and highly skilled Technical Support Specialist to join our team. The successful candidate will play a crucial role in identifying, researching, and resolving technical issues, providing exceptional support to our VA customers. This role will involve responding to inquiries via telephone, email, and personnel requests, as well as performing various activities related to ServiceNow tickets, code fixes, application patches, and technical issue resolution.

Requirements

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in technical support or a related role with a minimum of 5+ years of experience.
• Knowledge/Experience with the CyberArk application.
• Proficiency in ServiceNow or similar ticketing systems.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment.

Nice To Haves

• Technical certifications or relevant training is a plus.
• Knowledge of DR and COOP practices is advantageous.

Responsibilities

• Technical Issue Resolution: Identify, research, and resolve technical issues promptly and effectively to ensure minimal disruption to operations.
• Customer Support: Respond to telephone calls, emails, and personnel requests for technical support, providing clear and concise guidance and solutions to end-users.
• ServiceNow Ticket Management: Perform activities related to ServiceNow tickets, including but not limited to requests, change orders, and incidents. This includes recognition, research, isolation, resolution, and follow-up.
• Break-Fix Resolution: Provide break-fix resolution for technical issues, ensuring that root causes are identified and addressed to prevent recurrence.
• Tier 2 Technical Support: Offer Tier 2 technical support for code fixes, application patches, disaster recovery (DR), continuity of operations (COOP) support, performance support, reporting, and operational activities.
• Documentation: Maintain accurate and detailed records of technical issues, resolutions, and support provided, ensuring that documentation is up-to-date and accessible for reference.
• Collaboration: Collaborate with cross-functional teams, including engineers and system administrators, to troubleshoot and resolve complex technical issues.
• Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies to enhance technical support processes and improve overall efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees