RQ11186 Application Support Specialist Junior

Responsibilities:

• Provides expertise and technical knowledge about an application or suite of applications possessing specialist knowledge of operating systems devices applications and software
  
• Provides technical support to teams within the organization and to external clients when required Assists with systems integrations
  
• Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
  
• Maintains and updates technical documents and procedures Identifies and resolves technical issues
  
• Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
  
• Prepares maintenance plans and upgrades schedules for the organizations systems
  
• Develops reports for teams across the business
  

General Skills:

• Experience providing expertise and technical knowledge about a specified application or suite of applications
  
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
  
• Experience training end users on a variety of applications and creating documentation when necessary
  
• Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
  
• A team player with a track record for meeting deadlines managing competing priorities and client relationship management experience Intimate knowledge of an organizations computing systems
  
• Ability to explain complex ideas to those with limited IT and systems knowledge Exceptional verbal and written communication skills
  
• Listening ability and patience Extraordinary customer service and relationship management experience
  
• Critical thinking skills
  

Requirements

Experience and Skill Set Requirements:

Must Haves:

• 2 years experience in ITIL Service Management
  
• Incident Basic triage and assessment with assignment to Tier three
  
• Queue management Assignment of tickets
  
• Change management Creation and management of Change Requests
  
• Configuration management Management of component inventory
  
• 2 years experience in Operational Support
  
• Familiarity with WebSphere Oracle 19c Kubernetes Ansible
  
• Experience with enterprise Data Analysis / visualization tools like Power BI
  

Skill Set Requirements:

Skillset:

• Experience with middleware application suite such as but not limited to:
  
• IBM WebSphere Application Server/NDM/Liberty
  
• IBM DataPower
  
• Deployment Automation
  
• Middleware Monitoring tools e.g. ITCAM
  
• Cloud technology including Kubernetes/Ansible
  
• Experience with ITIL Incident Management process
  
• Experience with ITIL Change Management process
  
• Experience with Remedy/eSMT or other service management tools
  
• Experience with reporting tools and data visualization e.g. PowerBI
  
• Demonstrate strong communication and problem solving skills
  
• Experience with standard MS office suite
  
• Demonstrate initiative and responsiveness
  

General Project Coordination and Communication:

• Experience with coordinating and leading initiatives with both technical and business stakeholders
  
• Excellent verbal communication skills; ability to explain complex highly technical information to non-technical colleagues using clear simple language
  
• Excellent analytical and problem-solving abilities
  
• Experience with planning and implementation of changes
  
• Experience with developing project scope documents and project plans
  
• Experience creating and maintaining documentation for operational procedures
  
• Experience with using Microsoft Office and other tools to automate processes analyze data and create reports or data visualization
  

Service Management:

• Experience with ITIL best practices for IT Service Management including:
  
• Change Management
  
• Incident Management
  
• Problem Management
  
• Configuration Management
  
• Experience with Remedy/eSMT or other service management tools in an IT support environment
  
• 2 years of hands-on experience managing incidents problems and service request through the lifecycle. Including documenting tracking and monitoring to ensure timely resolution in line with SLAs
  
• Experience with reviewing data and producing analyses reports and data visualizations
  

Middleware Support:

• Experience with handling fluctuating workloads conflicting priorities and concurrent activities in an IT support environment
  
• 2 years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
  
• 2 years of hands-on technical working experience with IBM WebSphere/Liberty/NDM
  
• 2 years of hands-on technical working experience in supporting application/web servers
  
• Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible etc.
  
• Experience with Axway Secure Transport or similar FTP/SFTP system
  
• Development experience or exposure to DataPower platform is an asset
  
• Development experience with Informatica IBM MQ IBM ACE is an asset
  
• General exposure to cloud based computing solutions and concepts
  
• General exposure to network topologies (firewalls load balancers DNS)
  

Public Sector Experience:

• Experience working within the OPS BPS or other government would be preferred
  

Required Skills:

Experience and Skill Set Requirements: Must Haves: 2 years experience in ITIL Service Management Incident Basic triage and assessment with assignment to Tier three Queue management Assignment of tickets Change management Creation and management of Change Requests Configuration management Management of component inventory 2 years experience in Operational Support Familiarity with WebSphere Oracle 19c Kubernetes Ansible Experience with enterprise Data Analysis / visualization tools like Power BI Skill Set Requirements: Skillset: Experience with middleware application suite such as but not limited to: IBM WebSphere Application Server/NDM/Liberty IBM DataPower Deployment Automation Middleware Monitoring tools e.g. ITCAM Cloud technology including Kubernetes/Ansible Experience with ITIL Incident Management process Experience with ITIL Change Management process Experience with Remedy/eSMT or other service management tools Experience with reporting tools and data visualization e.g. PowerBI Demonstrate strong communication and problem solving skills Experience with standard MS office suite Demonstrate initiative and responsiveness General Project Coordination and Communication: Experience with coordinating and leading initiatives with both technical and business stakeholders Excellent verbal communication skills; ability to explain complex highly technical information to non-technical colleagues using clear simple language Excellent analytical and problem-solving abilities Experience with planning and implementation of changes Experience with developing project scope documents and project plans Experience creating and maintaining documentation for operational procedures Experience with using Microsoft Office and other tools to automate processes analyze data and create reports or data visualization Service Management: Experience with ITIL best practices for IT Service Management including: Change Management Incident Management Problem Management Configuration Management Experience with Remedy/eSMT or other service management tools in an IT support environment 2 years of hands-on experience managing incidents problems and service request through the lifecycle. Including documenting tracking and monitoring to ensure timely resolution in line with SLAs Experience with reviewing data and producing analyses reports and data visualizations Middleware Support: Experience with handling fluctuating workloads conflicting priorities and concurrent activities in an IT support environment 2 years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL). 2 years of hands-on technical working experience with IBM WebSphere/Liberty/NDM 2 years of hands-on technical working experience in supporting application/web servers Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible etc. Experience with Axway Secure Transport or similar FTP/SFTP system Development experience or exposure to DataPower platform is an asset Development experience with Informatica IBM MQ IBM ACE is an asset General exposure to cloud based computing solutions and concepts General exposure to network topologies (firewalls load balancers DNS) Public Sector Experience: Experience working within the OPS BPS or other government would be preferred

Employment Type : Full Time
Experience: years
Vacancy: 1