Software Developer II

ECHOorporated•Lake Zurich, IL

3d•Hybrid

About The Position

ECHO Incorporated is seeking a Level II Systems Support Representative to provide end-user support by troubleshooting and resolving daily service tickets while assisting with minor application enhancements and development projects. This role partners closely with business users to deliver training, assess issues, and ensure timely resolution of support requests. The individual will identify, document, and escalate more complex technical issues to senior developers or management as needed.

Requirements

5+ Years of application development experience and support experience.
Hands-on application development, including RPG and SQL coding, and Infor XA NetLink/PowerLink enhancements.
Familiarity with OpenText TLi EDI, Infor XA, Infor ION.
Proficiency in analyzing and debugging production issues and providing user/developer support.
Expertise in IBM iSeries query design and debugging.
Demonstrated ability to independently acquire technical skills through reading and utilizing support tools.
Excellent communication and interpersonal skills to guide non-technical users through solutions.
Self-motivation, with the ability to prioritize tasks, meet deadlines, and adapt to changing priorities.
Ability to act as a liaison between the user community and the I.T. department.
Critical thinking skills to develop practical solutions.
Availability on an adhoc, as needed basis to respond to major system outage or critical emergencies.
Bachelor's degree in Information Systems, Computer Science, or relevant work experience.

Nice To Haves

IBM i (AS/400/iSeries) system administration activities.
IBM i (iSeries) Administration & Operations.

Responsibilities

Provide Level II support for enterprise production applications and integrated business systems.
Monitor incoming support tickets and service queues to ensure timely response and resolution.
Troubleshoot and resolve application, system, and user-reported issues.
Identify recurring issues, trends, and system bottlenecks and communicate findings to management.
Create and maintain technical documentation, support procedures, runbooks, and knowledge base articles for common issues and resolutions.
Document troubleshooting steps, root causes, workarounds, and best practices to improve support efficiency and consistency.
Contribute to building a cross-functional support rotation by developing knowledge-sharing materials and facilitating knowledge transfer across team members.
Collaborate with senior developers, infrastructure teams, and business stakeholders to resolve complex technical issues.
Participate in on-call or after-hours support activities in case of major outage or emergencies.
Perform day-to-day IBM i (AS/400/iSeries) system administration activities.
Manage user profiles, printers, job queues (JOBQ), output queues (OUTQ), and active jobs.
Monitor system performance and operational processes to ensure uninterrupted service.
Support scheduled jobs, batch processing, and system interfaces.
Support enterprise applications and interfaces: Infor XA 10 (MAPICS ERP) and custom RPG-developed enhancements, Infor ION, Infor WMS (Warehouse Management System), OpenText Trusted Link (TLi) EDI, Cleo EDI, Secure FTP (SFTP) integrations and file transfers.
Monitor application availability and integrations.
Investigate and resolve transaction failures, interface issues, and processing errors.
Support business users with application-related questions and issues.
Coordinate with application owners and vendors when escalation is necessary.
Provision and maintain application access for users.
Manage security roles and permissions in accordance with company policies.
Support onboarding, role changes, and user termination processes.
Maintain user access documentation and participate in periodic access reviews.
Partner with senior developers and manager to identify opportunities to reduce technical debt.
Recommend process improvements that increase operational efficiency and system reliability.
Evaluate emerging technologies and tools that could improve support processes and business operations.
Participate in initiatives that enhance system stability, monitoring, and automation.
Work closely with IT management, IT team members, business users, and external vendors.
Communicate issue status, resolutions, and support activities clearly and professionally.
Build strong working relationships with functional and technical teams to ensure high-quality support.