Application Support, Senior Advisor

MRO Senior Application Support (internally known as Application Support Senior Advisor) provides enterprise application support for our Product lines across MRO. MRO is shaping the future of Clinical Data within the healthcare ecosystem. We are looking for Application Support Advisors enthusiastic resolving complex software issues and partnering across MRO teams to delight our customers. We are looking for Application Support Senior Advisors ready to represent our Shared Service organization as the brand of Technology! The Application Support Senior Advisor will be responsible for providing advanced technical support, troubleshooting, and resolution of issues related to business-critical applications. This role involves close collaboration with Scrum Teams, infrastructure teams, and other stakeholders to ensure optimal performance, stability, and user satisfaction. The ideal candidate will have extensive experience in application support, a deep understanding of software systems, and strong problem-solving skills. Key Responsibilities: Provide enterprise application support, ensuring quick resolution of incidents to minimize disruption to business operations and ensure high availability and performance. Investigate, diagnose, and resolve complex software issues, coordinating with development and infrastructure teams when necessary. Driving enterprise issue prevention. Develop dashboards for monitoring applications; identifying potential issues before impacted user. Perform root cause analysis on application issues and suggest long-term solutions to prevent recurrence. Lead efforts in optimizing application performance and implementing best practices for system stability. Collaborate with cross-functional teams to support application upgrades, patches, and enhancements. Create and maintain detailed documentation for troubleshooting procedures, configurations, and known issues. Monitor application performance and server health, implementing proactive measures to prevent potential issues. Provide guidance and mentorship to junior team members, assisting them with technical challenges and career development. Act as an escalation point for critical incidents and work to ensure timely resolution. Participate in on-call rotation and respond to after-hours issues as required. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). Minimum of 8+ years of experience in a technical support role, preferably with exposure to both customer interaction and technical troubleshooting. Familiarity with ITIL practices, incident management, and service request processes. Understanding of internally developed web application s , including how they interact with databases, back-end systems, and front-end user interfaces. Knowledge of troubleshooting web applications built with modern technologies (e.g., JavaScript, Python, C#). Ability to review and interpret application logs and system outputs for issue diagnosis. Experience with basic database interactions (e.g., querying and analyzing data in SQL Server or similar systems). Basic understanding of operating systems and common troubleshooting scripts (e.g., PowerShell, Bash). Strong problem-solving skills with the ability to gather relevant information from logs and system outputs. Experience using monitoring and diagnostic tools to assess system performance. Effective communication skills with the ability to explain technical concepts in a clear and concise manner to non-technical customers. Ability to manage multiple support issues simultaneously in a fast-paced environment. Prior experience working with cloud-based applications or platforms is an advantage.

Created: 2024-11-05