Senior Application Support Specialist - Hybrid
Newton, MA, United States
The Senior Applications Specialist - Support role is focused on the support of operational management applications. The individual will help manage a support desk ticketing system and inquiries from business partners. This individual will provide support on issues escalated from the Tier 1 role as well as issues that require a high degree of coordination with cross-functional groups. The individual will ensure that outstanding customer service is delivered and that accurate, complete information is provided to end users that report issues or request assistance. The individual will ensure that response and resolution SLAs are met, and that correct escalation paths are followed in the troubleshooting and resolution of all issues. The individual will provide documentation for and training of Tier 1 staff to increase the scope of resolution able to be provided at the tier 1 level and will act as a support resource for Tier 1 staff.
**What you will be doing:**
**Support Activities**
+ Respond to and resolve items received in the open ticket queue or via incoming support calls, and emails.
+ Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps.
+ Effectively and efficiently troubleshoot issues and requests escalated from Tier 1 support.
+ Effectively and efficiently facilitate the resolution of issues that require cross-functional resolution.
+ Ensure that response and resolution times meet SLAs and user needs.
+ Ensure that response and resolution is consistently conducted with a high level of customer service.
+ Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores.
+ Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.
+ Provide support and assistance to Tier 1 staff to promote accurate, efficient resolution of Tier 1 issues.
**Documentation Activities**
+ Complete and maintain internal knowledge base documentation for support desk staff. Ensure that internal knowledge base is comprehensive, clear, well-organized and accurate at all times.
+ Complete and maintain end user facing knowledge base documentation. Ensure that external knowledge base is comprehensive, clear, well-organized and accurate at all times.
+ Access and Audit Activities
+ Maintain Sarbanes Oxley (SOX) application access, computer operating, and program audit controls and user access matrix
+ Perform daily, weekly, monthly, and quarterly system audit/monitoring tasks as assigned.
+ Knowledge expert in corporate identity access management tool
+ Perform regular analysis of support needs to identify areas of targeted training or system development.
+ Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs.
+ Additional projects as assigned.
**User Acceptance Testing**
+ Perform and document results of user acceptance testing in advance of software releases
**What we hope you will bring to the role:**
**Education**
Bachelor's Degree in Computer Science, Business or related field required
**Experience**
3 years experience in application support ideally with one or more years of support management or leadership experience required.
**Additional Job Requirements**
+ The individual must have strong computer skills which include a proficiency in Microsoft office, SQL server management and must be able to easily adapt to new systems/software/programs with a track record of working with Proprietary Management Information Systems.
+ The individual must have excellent written/oral communication and interpersonal skills, a strong customer service philosophy, impeccable organization, attention to detail and commitment to thorough follow-up.
+ The ability to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who, thrives in a team environment as well as in an individual setting; and functions effectively under pressure.
+ Job Qualifications also include; developing and maintaining a complete understanding of the business issues and processes, a willingness to take on new projects, flexibility regarding department responsibilities, and having an intellectual aggressiveness with a track record of success in identifying, troubleshooting and resolving issues and questions related to complex processes and systems. The ideal candidate must be highly motivated, results-driven and goal-oriented, someone who is comfortable setting aggressive goals and exceeding them.
**Compensation Range:**
The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
**Life at Bright Horizons:**
Our home office employees support all facets of our business and no matter which department you join, youll be part of a passionate team doing work that makes a difference in the lives of children and families.
Our people are the heart of our company. Because were as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, youll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.
HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?
Contact us at [email protected] or 855-877-6866
Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO English (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and EEO Spanish (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeosp.pdf) along with information on the Family and Medical Leave Act (FMLA) (https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf) and Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf) .
Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or [email protected] . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
**Passion, Potential, and Possibilities**
All three await you in a **Bright Horizons** career. Whether you work in one of our child care centers, a corporate office, or a familys home, youll be part of a company named 20 times as one of FORTUNEs 100 Best Companies to Work For. (https://youtu.be/IkTDOR2cFHA) ???????Join a team driven to make a difference, one child, one family, and one organization at a time. _Come build a brighter future with us_ .
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