Application Support Specialist 1

Hyland Software - Westlake, OH (30+ days ago)3.5


Overview
This role is responsible for providing technical support to the company's internal business users on issues related to our internal systems. Specifically this role focuses on supporting our internal deployment of OnBase (HSIDB). The individual in this role would work requests for solution defects, client defects, administrative requests and system access.

Responsibilities

Respond to internal business user requests for assistance with basic issues related to line of business systems

Troubleshoot and resolve issues in a timely manner with direct oversight from team members

Maintain line of business system accounts to include account creation, account changes, and account deletion, upgrades, and server patching

Update line of business systems to fix defects or to complete minor enhancement requests

Assists with the maintenance of environment servers and performance of upgrades

Test changes to business applications and ensure performance is as designed; work with team members to resolve any issues

Provide regular and frequent communication to requestors of assigned work order; ensure requestor is fully advised as to the progress or delay of their work order

Compose internal documentation that reflects changes made to line of business application, with direct oversight from team members

Assist team members in identifying opportunities for reduction in work orders by identifying trends, communicating to team members, and working with team members to identify solutions

Safeguard the security, integrity, and confidentially of the company's internal systems and data

Grow knowledge and be aware of best practices and market trends

Grow knowledge of the company's business processes managed by line of business systems

Identify software changes and performance issues to optimize the company's product functionality; collaborate with team members to ensure proper escalation

Qualifications

Bachelor’s degree

Knowledge of principles applied in supporting applications

Knowledge of principles applied in server administration

Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

Able to effectively communicate technical concepts to both technical and non-technical people

Organized and experienced at successfully multi-tasking

Able to thrive in a fast paced, deadline driven environment

Solid collaboration skills, applied successfully within team as well as with other areas

Driven to learn and stay current professionally

Able to thoroughly investigate situations or issues to get appropriate information for effective problem resolution

Up to 5% travel time required

Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job