The ideal candidate will have strong application troubleshooting and IT operations experience, with the ability to diagnose issues across applications, databases, infrastructure, interfaces, and user access. This role requires strong communication, documentation, and problem-solving skills, along with the ability to manage multiple priorities in a process-driven environment.
Provide daily operational and technical support for NAMS and Asset Suite 9.
Troubleshoot application, infrastructure, database connectivity, interface, printing, and user-access issues.
Respond to incidents, service requests, and application alerts within established SLA requirements.
Support system startups, shutdowns, failovers, switchovers, disaster recovery exercises, and planned maintenance activities.
Perform NAMS and Asset Suite 9 environment validation following upgrades, patches, server maintenance, database activities, and infrastructure changes.
Conduct application health checks and identify availability, performance, and reliability issues.
Monitor and support batch processing, scheduled jobs, interfaces, integrations, and data-transfer activities.
Coordinate issue resolution with application, infrastructure, database, cybersecurity, networking, and vendor teams.
Support user provisioning, access reviews, role assignments, and security-related activities.
Participate in root-cause analysis and corrective-action activities for recurring or high-impact issues.
Develop and maintain troubleshooting guides, operational procedures, knowledge articles, and technical documentation.
Identify opportunities to automate repetitive processes using Ansible, PowerShell, or other approved automation tools.
Support testing and implementation of application enhancements, patches, configuration changes, and infrastructure upgrades.
Maintain accurate records of incidents, changes, testing results, system configurations, and completed support activities.
Provide onsite technical support for NAMS, Asset Suite 9, infrastructure, and other assigned technology environments.
Participate in an on-call or after-hours support rotation when required.
Follow all applicable cybersecurity, change-management, regulatory, safety, and site-access requirements.
Experience in Application Support, Systems Support, IT Operations, or a related technical environment.
Hands-on experience supporting NAMS and/or Asset Suite 9 is strongly preferred.
Strong application troubleshooting, analytical, and problem-solving skills.
Experience supporting enterprise applications, databases, infrastructure, interfaces, and integrations.
Understanding of Incident Management, Change Management, and Problem Management processes.
Experience with scripting or automation tools such as PowerShell or Ansible.
Strong technical documentation and communication skills.
Ability to work effectively in a highly controlled and process-driven enterprise environment.
Ability to manage multiple priorities and coordinate with technical teams, business users, and vendors.
Willingness to provide onsite and after-hours/on-call support as required.
