L2 Application Support Technician (Overnight Shift 9pm-...
Ardent Mills - denver, CO
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L2 Application Support Technician This will be an overnight shift: 9:00pm MST-6:00am MST About Us Welcome to Ardent Mills, a company dedicated to helping our customers innovate and grow, with the industry's broadest range of traditional and organic flours, whole grains, customized blends, and specialty products. Our ingredients are backed by unrivaled technical support, food safety solutions, and the supply assurance of a coast-to-coast network of more than 40 community mills and blending facilities, an artisan commercial bakery, and a Mobile Innovation Center. Technology drives our ability to be industry leaders developing the next generation of user centered solutions that are changing the way our people connect, explore, and interact with information and our customers. Members of our tech-savvy, solutions focused and talented Application Support team, work with every role of our business to provide the technology used to nourish millions of people. We are passionate about our people and passionate about our mission and values. About the Role As a part of our Application Support Team, you will be responsible for production support, small enhancements, incident management, and problem management for our enterprise and in-house applications. The principal goal of the team is to provide excellent support by troubleshooting issues, implementing solutions, and providing technical guidance to end-users. This will involve direct interaction with end-users responding to tickets and requests that come through our Help Desk Team. The Application Team works closely with product owners and developers to gain a deeper understanding how to support our in-house applications. They support product improvement by handling product requests and perform research of product issues to help identify solutions to product problems and prioritization of issue resolution. Your Day to Day Act as level 2 application support for requests and issues from our facilities and offices. Respond to incoming tickets and accurately identify, diagnose, prioritize, resolve the tickets within established SLA standards following established processes. Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools, including Azure Alerts, Azure Monitor, Azure App Insights, and Azure Data Factory Participate in an after-hours support rotation to provide support to end-users. Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user's satisfaction. Collaborate with software engineering, product owners, vendor support teams and our helpdesk for all support related activities. Support projects for software upgrades and new deployments. Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material, and FAQs for Ardent Mills' team members (end users). Work effectively in a team environment to promptly provide support to our users and with a positive customer service attitude. Has deep understanding of application dependencies. Essential Skills and Experience 1+ years' experience in Information Technology and technical support Experience with ITSM tools and processes (i.e. ServiceNow and Azure DevOps) Experience with alert monitoring and system troubleshooting (i.e. Azure Alerts, Azure Monitor, Azure App Insights, Azure Data Factory, etc.) Experience with RESTful API integration and JSON/XML data formats Experience providing excellent customer service Experience troubleshooting software issues by reviewing code Be tech-savvy and able to learn new software quickly Exhibit a strong work ethic and responsible behavior and must always maintain the confidentiality of information. Excellent interpersonal skills with both technical and non-technical personnel. Analytical and problem-solving ski ls Strong organizational skills and ability to prioritize work to meet deadlines. Good to Have 2+ years' experience in Information Technology and technical support Experience with SQL/T-SQL (Structured Query Language), including executing queries and analyzing results (i.e. SQL Server Management Studio) Experience with Microsoft Azure Experience with Angular, .NET Core, Python, and KQL Experience with Microsoft Dynamics / D365 Experience supporting or leading projects Experience supporting Enterprise level applications Experience in application lifecycle management Experience as a DevOps Engineer, Software Engineer, or similar role Knowledge of ITIL Processes Other Considerations: This position can be fully remote or in an office location. Limited travel as needed to support business Occasional irregular hours, including evening and weekend work. Ardent Mills is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. The preceding position description has been designed to indicate the general nature and essential duties... For full info follow application link. At Ardent Mills, everyone matters and everyone has a voice. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants and team members and the decisions will be based on merit, competence, performance, and business needs. We are proud to
Created: 2024-10-16