Senior Application Support Engineer - Chicago, United States - Peterson Technology Partners

Description

Job Description

The Senior Support Engineer reports to the Business Application Support Systems Manager and is responsible for supporting many key enterprise applications used throughout the organization.

This includes general application support, system upgrades, project work, and leveraging security best practices in developing and maintaining a pristine environment.

DUTIES AND RESPONSIBILITIES:

The Senior Support Engineer is required to:

Install, patch, upgrade, support, and troubleshoot complex, multi-tier software applications, both commercial and internally developed, spanning multiple servers and various technologies.

Perform root cause analysis to avoid future occurrences, identify permanent resolutions, preventative steps, and lessons learned on recurring issues and major incidents.

Assist with release/project activities, monthly patching, and related application maintenance.
Experience with automated patching and configuration for security hardening.
Build & maintain strong and effective partnerships with IT and business partners.

Monitor and support job scheduler activities to assure jobs complete successfully and on time, including troubleshooting failed jobs and expediting escalation when required.

Strive for continuous improvement of production scheduling processes.
Maintain and protect confidentiality with regards to all aspects of employee and customer information (HIPAA).

Build and mature the application support processes, procedures and fixes including the creation and updating of documentation in the knowledgebase.

Partner with IT and business partners to identify improvement opportunities, enable automation and enhance team cohesiveness to work smarter, better, more efficiently and effectively.

Monitor the ServiceNow ticket queues handling Incidents, Service Requests, Tasks, and some small enhancement work.
Meet and exceed service levels for tickets as defined in the Service Level Agreement policy.
Provide application performance monitoring with Dynatrace, SolarWinds, and SolarWinds DPA.

Develop select infrastructure software upgrade / release roadmaps to deliver software offensively early in the lifecycle to take full advantage of the most current features and security capabilities.

Required Qualifications:
Previous experience managing system upgrades and projects.
Previous experience with scripting in any of the following: PowerShell, VB Scripting, Windows Batch Files, or Python.

Previous experience with relational databases, such MSSQL and Oracle, and with basic database concepts, schemas, query writing, automation scripts, indexes or debugging any aforementioned.

Solid SQL query skills helping team mature in:
Version standardization and upgrades.
Security vulnerability scanning and associated remediations.
Performance management and tuning.
Build best practices.
Break - fix support.
Previous experience supporting JAVA applications running in JBoss/WebLogic.
Previous experience working in a RedHat Linux environment and with shell scripting.
Previous experience working with Verity/Teleform scanning software or OpenText Liquid Office.
Previous experience working with Tidal or other Job Schedulers.
Previous Problem Management experience.
Previous Knowledge Management experience.
Previous Change/Release Management experience.
Excellent written and verbal communication skills.
Strong organizational & time management skills with exceptional attention to detail.
Proven analytical, technical, & problem-solving skills.
Willingness to learn continuously evolving company & industry specific applications, technology, and terminology.
Collaborative work ethic combined with a tenacious appetite to drive continuous improvement in application support and Service Management.
Ability to lead from the front to pull constitutes together for a common outcome.
Subscribes to ITIL Service Management excellence as one of their vocations.
Strong working knowledge of Microsoft Office Products and/or VBA.

Preferred Qualifications:
5+ years of application development and programming experience.
Previous experience with Active Directory technologies, such as Group Policy, network shares, file security, user rights, group membership, replication, DNS, Kerberos
Previous experience supporting IIS, microservices architecture and rest APIs.
Previous experience supporting load-balanced Windows/IIS server farms with complex websites in multiple application pools utilizing .NET technologies
.Net experience a plus.
Previous experience in healthcare claims processing.
Previous experience supporting EDI transactions, such as 837s and 835s.
Previous experience supporting a claims-processing application, such as Cognizant's Facets.
Previous experience working with PowerBI, SSRS or other reporting tools.
Previous experience working with or programming ServiceNow.
Previous experience in Systems Administration in a Windows Servers/Microsoft 365 environment.
Strong working knowledge of network concepts and fundamentals, such as routing and switching, VLANs, DHCP, DNS, and OSI Model.
ITIL Foundations Certified

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