Job Summary:- Team Environment and Collaboration
* Application Services is a highly collaborative environment. You-ll work with colleagues across multiple locations and time zones, often as part of cross-functional teams. Communication is key-expect to participate in regular meetings, share updates, and coordinate on projects and incident response.
* The team values continuous improvement and innovation. You-ll be encouraged to identify process enhancements, contribute to automation initiatives, and help drive improvements in service quality and efficiency.
- Customer Focus and Impact
* A significant part of the role is customer-facing, ensuring that end users- issues are resolved and that their experience with applications is positive. You-ll be expected to communicate clearly with customers, provide training when needed, and ensure that service level agreements (SLAs) are met.
* There-s an emphasis on understanding customer needs, gathering feedback, and using that input to improve services and solutions.
* The role centers on supporting, maintaining, and improving enterprise applications that are critical to business operations. You-ll be responsible for incident resolution, problem management, change management, and fulfilling service requests. This means you-ll regularly troubleshoot issues, coordinate upgrades, and ensure applications are available and performing well for users.
* You-ll collaborate closely with engineering, infrastructure, and development teams to standardize processes, implement new features, and optimize system performance. This includes participating in system design, testing, and documentation efforts.
* The job involves a mix of proactive and reactive work: you-ll monitor system health, anticipate future needs (capacity planning), and respond to incidents as they arise. You-ll also help develop and maintain knowledge bases and best practices for common issues.
* The environment supports professional growth. You-ll have opportunities to learn new technologies, participate in training, and take on increasing responsibilities as you gain experience.
* The team structure allows for advancement, with roles ranging from entry-level to senior and principal positions, each with increasing scope and leadership opportunities.
- Workload and Expectations
* The work can be fast-paced and sometimes high-pressure, especially when critical applications are impacted. You-ll need to be organized, adaptable, and able to prioritize effectively.
* Application Services supports a large, distributed user base, so you may be involved in after-hours support or on-call rotations, depending on the team-s structure and location.
**In summary:** A role in Application Services is dynamic and impactful, blending technical problem-solving, teamwork, and customer service. You-ll be part of a group that values collaboration, continuous improvement, and professional development, all while supporting essential business applications.
In addition to the responsibilities listed below, this position participates in the incident and problem management process by resolving complex issues (e.g., root cause analysis, coordinate prevention plan execution) and addressing escalations as appropriate.
Essential Responsibilities:- Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
- Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
- Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
- Provides first and second level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.
- Supports stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by monitoring systems to identify problems, trends, and opportunities for improvement.
- Assists technical and project team members to resolve system problems and application-specific issues.
- Escalates identified issues, risks or problems to lead administrators according to processes.
- Plans and performs complex system configuration.
- Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
- Defines and tests maintenance and refresh activities.
- Participates in the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
- Assists with application-oriented administration and technical support for production and non-production environments.
- Supports vendor support activities, as appropriate.
- Recommends and executes performance tuning and optimization activities.
- Creates documentation of new and existing system configuration and procedural information, and reviews documentation of others.
Minimum Qualifications:- Minimum two (2) years experience in application support.
- Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.
Additional Requirements: Preferred Qualifications:- Two (2) years experience in the administration and custom configuration of large off-the-shelf applications or software packages.
- Three (3) years system administration experience.
- Customer Service focus
- Two (2) years experience writing documentation or standard operating procedures related to system Administration.
Primary Location: California,Pleasanton,Pleasanton Tech Cntr Building F
Additional Locations: - Corona
- Lake Oswego
- Greenwood Village
- Atlanta
- Hyattsville
- Renton
- Honolulu
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ARS CD MKT APPS - 9601
Pay Range: $52.3 - $67.63 / hour Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.
Travel: No
Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.
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