What You’ll Be Doing
May include, but not limited to:
- Gather and document business requirements through stakeholder interviews, workshops, and system observations.
- Analyze business processes, workflows, and data to identify opportunities for process improvement and system optimization.
- Collaborate with business units to define requirements and design technology solutions that address business needs.
- Translate business requirements into functional specifications for technical teams.
- Provide business process mapping and gap analysis for continuous improvement.
- Provide second-level support for business-critical applications, troubleshooting issues and resolving user-reported problems.
- Perform root cause analysis for recurring issues and work with development teams to resolve them permanently.
- Support the deployment of application updates, patches, and new releases, ensuring minimal disruption to business operations.
- Monitor application performance, conduct health checks, and ensure optimal system functioning.
- Assist with user training and documentation to ensure business users can fully leverage the applications.
- Act as a point of contact for both technical teams and business stakeholders regarding application issues and improvements.
- Collaborate with the Service Desk to aim for first response resolution for application issues.
- 3rd tier support for all Service Desk escalated application issues.
- Participate in the on-call rotation with the TS team.
- Provides input on enterprise-wide technology planning, decisions, and processes
- Oversees and ensures compliance with industry and internal standards