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IT Support Engineer II E1 - Frankfort, United States - Wolters Kluwer
Description
The Enterprise Product/Support Specialist /Analyst role for Wolters Kluwer (WK) Governance, Risk and Compliance (GRC) This role is responsible for working directly with the Customers, Business Stakeholders, the CT Support Center and Information Technology to facilitate the production support process and contribute to the development of technology solutions for existing and newly released systems (enterprise and customer Internet facing applications).
Responsible for conducting analysis on a variety of medium to high level GRC web-based applications or reported issues impacting Oracle's JDE Enterprise One ERP system, ARROW, , the hCue suite (Enterprise, Professional and Mobile), , etc.
Responsible for analyzing reported issues escalated via cases, owning the resolution of issues and providing follow-up and status to the Support Center and customers as well as working with various technology resources, creating Work Items (defects), documenting technical briefs, prioritizing defects and attending to triage for issue prioritization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Demonstrates thought leader-level knowledge with, and/or a proven record of success directing efforts in assisting large employers on the performance improvement of their production systems supporting CT business, emphasizing the following areas:
Provides Level 2 support to the CT-Support Center Teams; entails resolving cases and engaging in any follow up.
Partner with IT, support, and business teams to resolve production issues which may include researching an application design or workflow, analyzing and debugging, testing a change, and confirming data accuracy
Conducts basic analysis on reported issues impacting a variety of GRC web-based applications
Creates work items and defect briefs
Attends triage for issue and defect prioritization
Coordinates the development and release of quality Production Support systems in conjunction with the Team Lead, Business Analyst and Product Owner.
Makes enhancement suggestions and creates clear and concise requirements specifications
Resolves issues escalated to Business Enterprise Support Team from the CT-Support Center
Resolves system availability in cooperation with support teams and engineering
Develops and maintains knowledge of the department via training and certification initiatives
Works closely with various internal IT Teams and/or Technical Services to ensure rapid resolution of all reported issues
Performs gap analysis to identify opportunities for process improvement or management control of work flow
Deep functional expertise in applications on the CT Platform
Identifies and resolves problems which may impact system performance and functionality. Escalates important issues to the attention of Management so that decisions can be made promptly
Communicates in written, oral, and presentation formats to best represent and express user and organizational requirements to audiences up to mid-level management
Forms productive relationships with internal customers by listening, clarifying, and responding effectively
Assists the business in defining scope and priorities for system initiatives (new projects and ongoing maintenance)
Work across the GBS organizations including teams responsible for requirements, project and program management, solution architecture, quality assurance, infrastructure and production support
Develop, maintain and continuously improve the metrics, SLAs of the environments in which our systems have been deployed
Develop and implement mentoring, training, coaching, performance feedback, regular evaluation for associates of the requirements team members
Understanding and solving business and technology challenges related to the implementation of CRM technologies,
Ensure that standards and guidelines are created for all aspects of systems requirements
Ensure that all delivery artifacts are reviewed and are according to the standards and guidelines
Ensure that SLAs are being met for services
Provide support and maintenance for the services being offered to the business and the environments in which they are offered
Maintain comprehensive knowledge of industry standards, methodologies, processes and best practices.
Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiative.
EDUCATION
Bachelor's degree required in computer science, information sciences, systems analysis, business, or related fields with minimum of 3 years of customer or end user facing experience including
Experience:
Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts in a global technology firm with Minimum:
Demonstrated strong customer service skills
Sound analytical thinking and problem-solving skills
Demonstrated strong written and verbal communications skills
Demonstrated organizational, time management and multi-tasking skills
Self-Starter
Ability to quickly learn existing business processes and combine knowledge from multiple disciplines in order to produce an optimal business solution.
Experience working with business owners to understand current processes and to document and prioritize functional requirements specifications, defects, business processes and recommendations.
Experience in supporting Enterprise systems, proprietary and customer Web applications
Successful background in analysis and problem solving
Exposure to major technological change or deployment projects strongly desired
Proficient knowledge of business analysis, quality assurance, and workflow tools and/or practices.
Experience in requirements elicitation, analysis and documentation
Demonstrated ability in data analysis, reporting, statistical analysis, and related tools
Must have knowledge of RDBMS technology
Must have SQL knowledge and ability to write new queries and modify existing queries
Ability to manage and\or participates in multiple projects\assignments with medium to high degree of complexity.
Strong knowledge with 1 or more various supported applications,
E1
Oracle JDE Enterprise One World ERP,
ARROW
,
,
the
hCue
suite,
HQ, ARMS
(Enterprise, Professional and Mobile),
JDE OW, JDE Financials, UCC HUB, and Business Ownership Form.
Utilize Microsoft Office Suite including MS Project and Visio
Experience in working with
SalesForce.
com
Experience working with TFS (Microsoft Team Foundation Suite) or JIRA
Strong follow-up skills
Benefits:
A comprehensive benefits package that begins your first day of employment.
Additional Information:
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including
Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave
. Full details of our benefits are available -
Diversity Matters
Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy.
As a global company, having a diverse workforce is of the utmost importance.We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America's Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America's Best Employers for Women in 2021, 2020, 2019 and 2018.
In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index.
Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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