Purpose: 

Coordinating incident management, troubleshooting problems, conducting root cause analysis, and supporting system improvements. In addition, collaborating with teams to deliver technical training and ensure smooth operation of critical applications.

 

Key accountabilities and responsibilities

Providing L2 for application issues, diagnosing root causes and implementing resolutions. Coordinating L3 support with resolver groups (e.g. Software Engineer) Collaborating with Service Managers to delivering technical support and troubleshoot incidents and problems with existing applications by analysing system logs and performance data in collaboration with Software Engineers Monitoring performance and proactively identifying problem areas of a system i.e. software bugs, misconfigurations, bottlenecks  Supporting quality assurance testing phase on new applications to ensure they meet industry standards for functionality and usability Conducting root cause analyses for recurring issues, identifying and implementing long-term fixes Advising Software Engineers to correct errors if any and modifying the existing software Interacting in Corporate Systems about the performance of systems and solve their technical issues when relevant Perform reports/dashboards of the apps and vendors for the Management Supporting Corporate Systems teams with the creation of training and knowledge articles Action both autogenerated batch tickets and incoming tickets from end users 

 

Skills Needed: 

Need to have strong analytical and problem solving skills.  Knowledge of PeopleSoft 9.2 financials application with experience in AP, AR,  GL, AM Knowledge with People Tools such as Application Designer, Application Engine, People Code, Process scheduler  Good understanding of PeopleSoft 9.2 query, SQL and nVision reporting.  Ability to work independently on projects.  Strong communication skills.  Be able to lead projects from start to finish, work on gathering requirements with the business and tracking the work.  Experience with JIRA or Service Now Being able to perform analyze with ongoing issues to find the root cause, impact, and providing the solution 

TBD