Senior Application Support Specialist

Bright Horizons Children's Centers•Newton, NE

8d•$55,000 - $90,000•Hybrid

About The Position

The Senior Applications Specialist - Support role is focused on the support of operational management applications primarily for full service care. The individual will help manage a support desk ticketing system and inquiries from business partners. This individual will provide support on issues escalated from the Tier 1 role as well as issues that require a high degree of coordination with cross-functional groups. The individual will ensure that outstanding customer service is delivered and that accurate, complete information is provided to end users that report issues or request assistance. The individual will ensure that response and resolution SLAs are met, and that correct escalation paths are followed in the troubleshooting and resolution of all issues. The individual will provide documentation for and training of Tier 1 staff to increase the scope of resolution able to be provided at the tier 1 level and will act as a support resource for Tier 1 staff. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference. This hybrid role requires in-person work at our Newton, MA headquarters 3 days a week. Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally

Requirements

Bachelor's Degree in Computer Science, Business or related field required, 3+ years of experience in lieu of a degree would be considered
3 years experience in application support ideally with one or more years of support management or leadership experience required.

Nice To Haves

The individual must have strong computer skills which include a proficiency in Microsoft office, SQL server management and must be able to easily adapt to new systems/software/programs with a track record of working with Proprietary Management Information Systems.
The individual must have excellent written/oral communication and interpersonal skills, a strong customer service philosophy, impeccable organization, attention to detail and commitment to thorough follow-up.
The ability to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who, thrives in a team environment as well as in an individual setting; and functions effectively under pressure.
Job Qualifications also include; developing and maintaining a complete understanding of the business issues and processes surrounding back-up and full service care, a willingness to take on new projects, flexibility regarding department responsibilities, and having an intellectual aggressiveness with a track record of success in identifying, troubleshooting and resolving issues and questions related to complex processes and systems.
The ideal candidate must be highly motivated, results-driven and goal-oriented, someone who is comfortable setting aggressive goals and exceeding them.

Responsibilities

Respond to and resolve items received in the open ticket queue or via incoming support calls, and emails.
Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps.
Effectively and efficiently troubleshoot issues and requests escalated from Tier 1 support.
Effectively and efficiently facilitate the resolution of issues that require cross-functional resolution.
Ensure that response and resolution times meet SLAs and user needs.
Ensure that response and resolution is consistently conducted with a high level of customer service.
Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores.
Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.
Provide support and assistance to Tier 1 staff to promote accurate, efficient resolution of Tier 1 issues.
Complete and maintain internal knowledge base documentation for support desk staff.
Ensure that internal knowledge base is comprehensive, clear, well-organized and accurate at all times.
Complete and maintain end user facing knowledge base documentation.
Ensure that external knowledge base is comprehensive, clear, well-organized and accurate at all times.
Perform daily, weekly, monthly, and quarterly system monitoring tasks as assigned.
Perform regular analysis of support needs to identify areas of targeted training or system development.
Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs.
Additional projects as assigned.
Perform and document results of user acceptance testing in advance of software releases