• Provide application support for Internal Staff, Stores, Show Staff and field staff whilst working with 3rd Party Software Suppliers on incident resolution.
• Conduct checks daily to ensure the smooth running of the systems which enable sales processes in all channels to serve the customer
• Identifying recurring issues and suggesting improvements by establishing root cause. 
• Record all details of incident, task, request, change and problem management in service desk.
• Identify and define priorities that can be applied to applications systems issues so that all parties involved can direct activities appropriately.
• Work with the Project teams to ensure they can be supported and managed in an effective way by Application Support.
• Develop test cases and scripts when new solutions and projects are implemented to ensure that solutions are tested in a failure as well as successful situation.
• Maintain up-to-date knowledge of business application support techniques and methodologies including documentation
• Support issue resolution and detail root cause analysis to aid in prevention of recurring issues.
• Support the Application Support Team Leader in developing a strategy for delivering new applications to Joules that supports the company objectives.

Experienced in Skills: Application Support, Incident Resolution, Problem Identification and Root Cause Analysis, Service Desk Management, Prioritization, Project Support, Continuous Learning and Documentation, Leadership Support

• Monitoring all applications and websites to make sure that everything is running smoothly and reacting instantaneously when issues arise
• Providing 1st line server support to internal teams
• Owning the different support queues in JIRA Service Desk, working diligently to not exceed any of the pre-defined SLAs
• Ensuring that incidents are dealt with as quickly as possible and performing necessary troubleshooting to identify the problems and underlying causes, escalating to internal and external teams.
• Documenting incidents to log the necessary information that can be later used for identifying and handling potential issues
• Communicating system impact notifications to business units and relevant third parties
• Participating and assisting in system and release testing and QA.
• Provide Support for the Finance IT Group, supporting 1000+ users across a Global Group
• Administration and support of the Financial Consolidation system (Oracle EPM Suite)
• Ongoing development of all applications within Financial Consolidation System (Oracle EPM Suite) HFM, HSS, FDMEE and FR.
• Development and management of the Helpdesk ticketing system

Experienced in Skills: Application Monitoring, Server Support, JIRA Service Desk Management, Troubleshooting and Incident Management, Documentation, Communication, System Testing and QA, Financial IT Support

• Monitor all supported systems through the use of real-time monitoring tools.
• Proactively identify, report, track, document, and communicate errors and potential issues.
• Provide support for all supported Systems issues across both production and test environments.
• Provide both oral and written status updates to internal and external customers.
• Prioritize project work and support issues based on customer impact and severity.
• Help identify and define new features and enhancements to extend supported systems.
• Work closely with the project delivery team (including internal/external customers, developers, QA & project managers)
• Communicate customer requirements and deliver updates into production.
• Work with Internal/external Stakeholders to review Support models/processes and update them
• Engaging with business leads and third party suppliers to progress resolution of issues

Experienced in Skills: Real-time Monitoring Tools, Issue Identification and Reporting, Technical Support, Communication Skills, Project Prioritization, Requirement Analysis, Collaboration and Teamwork, Process Improvement

• Collaborate with team members to support and manage, enterprise applications and back-end systems
• Troubleshoot, maintain, and enhance existing applications
• Provide 2nd and 3rd level support for issues with business applications that are escalated from the Help Desk or others.
• Regularly upgrade and/or patch applications and work with vendors to ensure the latest compatible and secure versions are in production
• Collaborate with the Security Administrator to identify and remediate any security vulnerabilities with business applications
• Assist with vendor relationship management and ask as the Point of Contact to vendors for issue management
• Provide daily status and work estimates via work incident tracking and verbal reports
• Prepare appropriate system and user documentation, supporting two market-leading applications
• Working on tickets, support, triage and resolution of live system issues and incidents
• Monitoring of the environment and ensuring stay on top of all issues
• Application deployment and managing software patches
• Releasing application changes through the environment

Experienced in Skills: Application Support and Management, Troubleshooting and Maintenance, Technical Support Expertise, Software Upgrades and Patching, Security Awareness and Remediation, Vendor Relationship Management, Communication Skills, Documentation Skills

• Diagnosing customer technical problems and providing creative solutions or alternatives that meet business needs
• Performing day-to-day production support activities
• Developing solutions to implement new functionality and resolve application bugs
• Maintaining a positive attitude and professionalism while dealing with difficult customers
• Identifying opportunities for process improvement and problem elimination.
• Maintaining and updating in-house product documentation as fixes and enhancements are made to the product 
• Assisting with occasional OOH support (once per month on average)
• Capturing and assessing change request from key users and deciding on its necessity and scope
• Taking up a support role regarding global IT systems and business-related processes in order to provide the most efficient and user friendly tools and processes
• Documenting the solutions in business language and assisting in the start-up/implementation of IT systems
• Identifying continuous improvement of working methods by analyzing numbers and causes and detecting irregularities
• Providing training sessions, information and documentation to users to ensure sufficient knowledge of existing or new applications and functionalities
• Guaranteeing the set-up of support topics in order to contribute to the implementation of the general support objectives.

Experienced in Skills: Technical Troubleshooting, Production Support, Problem Solving, Customer Service, Process Improvement, Documentation, Change Management, Training and Support

• Ability to communicate technical things to non-technical individuals.
• Ability to communicate with technical individuals within the development and support team.
• Ability to work collaboratively and independently.
• Willingness to learn systems and processes.
• Willingness to learn advanced QA techniques and procedures.
• Knowledge of supporting and maintaining MS Office and MS Office 365 applications.
• Knowledge of setting up and maintaining Windows 10 computers.
• Knowledge of setting up and maintaining Mac OS.
• Familiarity with the Linux OS.
• Knowledge of basic system security procedures and administration.
• Knowledge of using and maintaining a Jira ticket system.

Qualifications: BS in Computer Science with 2 years of Experience

• Ability to problem-solve, handle tasks, and manage timelines.
• Ensure incidents are resolved in timely manner with minimal downtime.
• Previous experience in a technical support role.
• Experience in troubleshooting issues and triage of incidents
• Hands-on technical experience with MS SQL database package creation/coding, Visual Basic
• Hands-on technical experience with writing SSIS packages and SSRS reports, Excel and basic knowledge of SharePoint
• Understand and write inline queries in Oracle/MS SQL essential
• Knowledge of Microsoft Dynamics AX 2012
• Experience supporting integration software or middleware systems
• Knowledge of Microsoft Dynamics D365, SQL (PL/SQL or T-SQL).
• Knowledge Red Prairie (JDA Despatcher WMS).
• Previous experience with multichannel disciplines from a system perspective.

Qualifications: BS in Information Technology with 3 years of Experience

• Ability to learn and adapt to new systems and technology
• Willingness and patience to help and advise staff with varied technical skills sets Ability to communicate and co-ordinate correct resources when required.
• A natural tendency to problem solving and able to think outside of the box to find solutions Ability to multitask and prioritise tasks accordingly
• Effective communicator at all levels within the company
• Self-motivated and able to encourage and motivate others
• Support capacity in a web industry Commercial usage of various Linux distros' command-line environments
• Experience in HTML/CSS, SQL, Chrome dev tools/Firebug, Load balancers (Stingray/Brocade)
• Experience in Akamai, Fastly or other CDN knowledge, Service Desk (Zendesk, JIRA, etc)
• Programming experience in Java, JavaScript, Ruby, Perl and/or NodeJS Apache httpd, Tomcat
• Experience in Version control (Git), Puppet, Version control (Git), Video transcoding/streaming
• Experience in Oracle/MySQL, Redis or Elastic Search Message queues (RabbitMQ)
• Experience in Google Search Console / Bing Webmaster Tools

Qualifications: BS in Management Information Systems with 4 years of Experience

• Experience with networking, Windows Server, Crystal Reports, SQL
• Experienced in Asset Management software
• Comprehensive knowledge of IT support, understanding of Mayrise and/or Alloy 
• Experience in an application support role
• Strong systems fault-finding and analytical skills, creative and innovative problem solver
• An ability to converse with non-technical people on IT issues
• 1st Line / Customer service / Service Desk ticket management experience.
• Prepared to work outside normal working hours (including 24/7 on-call) as part of a rota and shift work (compensated).
• Excellent communications and customer service skills with a customer-focused attitude and desire to provide continual improvement
• Strong problem-solving and time-management skills, high attention to detail and ability to work well under pressure
• Comfortable with the Microsoft Office Suite (Outlook / Excel mainly)
• Eligible for SC and NPPV3 Security Clearance

Qualifications: BS in Software Engineering with 2 years of Experience

• Applications Support experience in MS Dynamics D365FO, or in AX12 other versions.
• Exposure and experience with Dynamics D365 ERP modules – Finance, Accounts Payable, General
• Ledger, Accounts Receivable, Fixed Assets, Retail and Commerce
• Knowledge of ISVs would be as assets (SK-Global, Medius, Coupa etc.)
• Good understanding Financial Reporting in Management Reporter or Power BI
• Experience in implementing, maintaining, and troubleshooting application environments
• Experience supporting enterprise applications and Microsoft technology stack
• Experience supporting applications in a Discrete Manufacturing or Retail vertical
• Knowledge of the ITIL framework and related support processes

Qualifications: BS in Data Science or Analytics with 1.5 years of Experience