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Provide guidance in support of the implementation, maintenance, administration and support of third-party applications used in conjunction with business and IT systems. Provides subject matter expertise in the third-party applications, performs complex troubleshooting, leads the design and planning to determine the best solution to meet specific customer and/or business needs utilizing the appropriate application, mentors other application administrators, and performs other work as required.
Provide assistance to team members with their daily work assignments and issue resolution to achieve the business needs.
Assist management with prioritizing work assignments.
Interact with the Internal Customers in resolving issues related to their specific areas.
Interact with customers, either IT or Business users, to determine requirements related to needs of third-party applications. Follow-up on customer satisfaction.
Review new releases, patches, hotfixes, and security bulletins from Software vendors.
Interact with other departments and teams to coordinate work activities needed to accomplish the goals for all requested work.
Ensure that all provided solutions meet business needs for reliability, performance, and security.
Lead the development and documentation of solutions in order to provide guidance to the leadership team.
Modify a third-party application, via coding or configuration, to ensure the requirements gathered for implementation/enhancement are met.
Ensure testing of any changes or modifications to third-party applications is performed.
Follow release management processes to promote modifications of third-party applications to production environments.
Respond to emergency issues that arise with the third-party applications, resolving the problem, determining the root cause of the issue and implementing preventative measures to keep the issue from reoccurring.
Perform routine and periodic patching and upgrades to third-party applications to ensure quality, security and support of these applications.
Coordinate activities with Network, Server and DBA groups to make necessary modifications to meet the requirements.
Develop and document Standard Operating Procedures for each third-party application.
Plan and participate in disaster recovery activities to ensure continued availability of the supported third-party applications.
Work with vendors of third-party applications to ensure adherence to best practices and policies to ensure optimum performance and stability of these applications.
Mentor team members through training and support with complex tasks.
Perform other duties as assigned.
Performs training for other application administrators and ensure the transfer of knowledge for all supported third party applications.
Review new technologies against business requirements to identify opportunities for improvements and to identify opportunities to reduce costs.
Preferred A Bachelor's Degree in Information Systems, Information Technology or related field
Required 5 years of experience in Working to administrator, configure or customize third party applications in an Enterprise environment.
Preferred 2 years of experience in Leading the Implementation, administration or support of software products
Intermediate Demonstrated interpersonal/verbal communication skills
Advanced Ability to multi-task
Advanced Ability to work as part of a team
Advanced Demonstrated written communication skills
Intermediate Other Knowledge of Change Control Processes
Intermediate Other General knowledge of SDLC
Advanced Other Proficient in troubleshooting issues
Advanced Other Must be able to communicate effectively verbally and in writing with non-technical staff and end-users for requirements gathering, testing, training, and outcome validation.
Advanced Other Must be able to document and diagram solutions using standard formats. Documentation must be grammatically correct, factually accurate, and appropriate to the target audience.
Advanced Other Must be able to understand and follow verbal instructions and written policies and procedures to ensure adherence to standards and to instructions from management.
Licenses and Certifications: A license in one of the following is required:
Required Other Appropriate system certifications
Preferred Intermediate Microsoft Access Must be intimately familiar with the operating environment
Preferred Intermediate Microsoft Word Must understand the overall architecture of the application platform
Required Intermediate Microsoft Outlook Must understand various authentication mechanisms (Active Directory, local unix authentication, Database, etc)
Required Intermediate Microsoft PowerPoint Must be able to troubleshoot issues with very little information from users
Required Intermediate Microsoft Visio Must understand role based security and security inheritance
Required Intermediate Microsoft Project Must be able to determine which layer of security affects the various resources(databases, app servers, etc)
Required Intermediate Other Working knowledge of Windows and Linux Servers
Required Intermediate Other Must be able to communicate technical solutions to management for review and approval both verbally and in writing