IT Application Support Specialist

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Open to W2 candidates We are seeking an IT Application Support Specialist for a key client of ours in a long-term position. This position is 100% remote. In this role you will triage single user issues to gather data, replicate the experience and document findings for further troubleshooting. Responsibilities:Troubleshooting and provide solutions for technical questions and issues or routes to appropriate escalation groupMaintain an understanding of the functional aspects of the application(s) from a business and user perspective including: purpose, capabilities, limitations and use within the businessPerform UAT and QA functions for new software releases as time permitsEffectively use all support tools available and demonstrates knowledge of available resourcesParticipate in operations calls, reporting current trends/issues to drive continuous improvement of process and user experienceUpdate ticketing system with accurate information in a timely manner to maintain or improve upon SLAsCreate and maintains technical documentation that can be used by service desk to resolve user escalations upon first contact or used by end users directlyIdentify opportunities to shift the resolution of user issues to the closest level of first contactRotation shifts for on-call and weekend support requiredAbility to work flexible hours/schedules during times of increased business activityOnboarding of new processes, procedures, related to new applications and services by partnering with project/product leadership to ensure repeatable predictable outcomes for Operations support team membersProvide time critical updates to IT, business, and vendor contacts during and after major incident response

Bachelor's degree in IT or a related fieldExperience handling incidents and service requests in a 24/7 production environmentHands on experience with ServiceNow or other ITSM toolsITIL service management principlesLEAN or Six Sigma training is a plusProficient in Microsoft Office suite and Google suiteUnderstanding of local and wide area networks, protocols and simple network troubleshooting in a multitiered, load balanced environmentSome basic knowledge of Microsoft web, application and database servers (IIS, .NET, MVC, SQL, SSIS, SSRS)Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issuesExcellent organizational, written and verbal skills with ability to communicate effectively with all levels of firmSome background in networking, Azure cloud technologies, active directory administration, system or database administration a plusAble to quickly and concisely communicate with senior management on technical issues in non-technical terms and to actively participate in large Incident conference calls with a wide range of personnel and management levelsExperience with data analytics and reporting technologies such as PowerBI, Tableau, Splunk or Qilkview Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.

Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process including interviews and job offers.

Who We AreThe Stefanini Group is a global provider of offshore, onshore, and nearshore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with a global presence. We are CMM Level 5 company.