Product Support Specialist (FT/REMOTE) (Permanent oWork Status Req'd)

CorroHealth•MN-Remote, MN

9d•Remote

About The Position

The Production Support Specialist is responsible for maintaining the operational integrity of internal business applications by responding to service requests, troubleshooting issues, and ensuring system stability. This role involves a mix of technical analysis, configuration, monitoring, and user support to ensure smooth day-to-day operations. This is a remote position.

Requirements

Permanent work status (UCS/Greencard) is required
Employees must reside within and work within the continental U.S.
Application Support Knowledge: Understanding of enterprise applications and their workflows.
Troubleshooting & Root Cause Analysis: Ability to diagnose and resolve technical issues efficiently.
SQL & Data Analysis: Basic querying and data validation skills.
Automation & File Transfer Tools: Familiarity with tools like MoveIT, SFTP, AWS S3 for file transfers.
System Monitoring: Experience with monitoring dashboards and alert systems.
Service Desk Tools: Proficiency in platforms like ServiceNow, Jira Service Management, or similar.
Communication: Clear and professional interaction with users and technical teams.
Problem-Solving: Analytical thinking to resolve issues and prevent recurrence.
Customer Service Orientation: Ability to manage user expectations and provide timely updates.
Attention to Detail: Ensuring accuracy in data handling and issue resolution.
Time Management: Prioritizing multiple requests and meeting SLAs.
Adaptability: Handling urgent issues and shifting priorities in a fast-paced environment.
Incident & Request Management: Efficiently triaging and resolving tickets.
Collaboration: Working closely with development, QA, and infrastructure teams.
Documentation: Maintaining clear records of resolutions and creating knowledge base articles.
Continuous Improvement: Identifying process gaps and suggesting enhancements.

Nice To Haves

Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience).
Experience with enterprise applications and production support environments.
Strong analytical and problem-solving skills.
Familiarity with automation tools, scripting languages, and data analysis tools.
Excellent communication and documentation skills.
Ability to work independently and manage multiple priorities.
Basic Scripting: Knowledge of automation scripts (PowerShell, Python) is a plus.

Responsibilities

Respond to and prioritize incoming service requests and incidents.
Perform root cause analysis and escalate complex issues to appropriate teams.
Document resolutions and maintain knowledge base articles.
Configure application settings based on business requirements.
Assist in maintaining system parameters and user-defined settings.
Manage user access requests and permissions.
Ensure compliance with internal security policies and audit requirements.
Set up and monitor automated processes for image and file transfers.
Troubleshoot failures in scheduled jobs and automation scripts.
Support project-related data loads and batch processing.
Schedule and monitor recurring reports and ensure timely delivery.
Monitor application performance and system health dashboards.
Proactively identify and resolve potential issues before they impact users.
Work closely with development, infrastructure, and business teams.
Communicate effectively with stakeholders regarding issue status and resolution timelines.
Responsibilities may evolve over time, and team members may be assigned other duties as determined by leadership to support organizational goals and operational needs.