Production Support Engineer

Description

Responsibilities

• Enterprise Application Production Support and Maintenance:

• Ensuring the integrity, integration, and stability of production system.

• Formulating system scope and objectives to develop or modify complex system designs.

• Maintenance and support for application interfaces.

• Ensure coordination and documentation of hardware and software support and upgrades (servers, SQL, Citrix servers, VM Ware, desktop, network, telecommunication, SAN storage, internet application, remote users).

• Identify and work closely, and coordinate with other IT resources during upgrades and issue resolution.

• Troubleshoot applications, processes, and technical issues.

• Develop and maintain application and system documentation.

• Coordinate and complete tasks during unplanned downtimes including system maintenance.

• Support training of IS staff and end-users as needed.

• Direct and coordinate communication, including notification to application teams and departmental super-users and key stakeholders of scheduled and unscheduled downtimes, vendor communication, and staff communication.

• Analyze user problems, determine and recommend optimum resolution based on system capabilities and user's needs.

• Consult vendor support sites, discussion forums, and other sources to identify leading practices for implementation and issue resolution of systems.

• Regular communication with key business process owners and departmental system support staff.

• Able to explaining technical and software concepts to technical and non-technical audience.

• Stay current with new application functionality and enhancements.

• Utilize vendor support site to log issues for assistance in resolution.

• Coordinate with leadership and customer departments to implement recommended solutions.

• Monitor, acknowledge and resolve tickets as assigned.

• Coordinate software and hardware repairs and version upgrades with end-user departments and applicable IT groups.

• Rotating on-call support.

• Other duties as assigned.

• Implementation:

• Responsibility for evaluating project requests associated with field of expertise and/or systems supported, conducting current state assessments, requirements gathering and definition, future state design and application build activities.

• Work with customer departments to ensure solutions to complex business issues are an appropriate fit organization-wide.

• Ensure systems design supports corporate policies and federal and state legislation, where applicable.

• Responsible for participating on implementation teams in planning, design, development, testing (unit, application, integrated, and system), and deployment of projects, as well as contributing to development of associated training curriculum/program, post implementation documentation and production support services.

• Project assignments and management:

• Prepare detailed project plans.

• Adheres to project schedules and timelines and completes projects on time and within budget.

• Familiar with agile methodologies

• Identify and escalate issues to appropriate sponsor group, steering committee or other governing body to ensure successful implementation (on time, on budget and within scope)

• Responsible for facilitating change request process in relation to assigned projects.

• Prepare supporting documentation and present initial project requests and change requests to leadership and appropriate Change Advisory Subgroup(s).

• Provide periodic status updates on assigned projects.

• Work with IT and departments outside of to coordinate support as needed.

• Design, develop and manage an implementation approach through use of standard project management tools such as work plans, change management tools and issues tracking.

• Participate in design, build, test, troubleshooting and conversions. Assume project lead responsibilities as required.

• Consult with department on enhancements to ensure integration within the existing environment.

• Plan, direct, develop, and coordinate detailed process flows, designs, implementation, performance management, and documentation of software and hardware implementation.

• Coordinate and consult with end user departments to determine activities and business functions of their departments.

• Determine requirements for system software, hardware, interfaces, and application integration.

• Develop project plans with system specifications based on defined requirements.

• Formulate and/or define project scope and system objectives through research and fact finding of internal, external and independent sources.

• Serve as technical leader to plan, coordinate, and develop a comprehensive implementation plan for specific aspects and components of project integration. Develop the project plan, including definition and assignment of project tasks to team members.

• Serve as leader for technical, programming, support, vendor, and end user staff to determine system requirements, resource requirements, utilization, installation, implementation, and communication plans.

• Establish time lines and project milestones.

• Monitor progress to ensure compliance with project requirements.

• Install and implement complex software, hardware, interfaces, and upgrades in an enterprise system environment.

• Coordinate and manage systems monitoring and performance enhancement activities to ensure optimal system performance and standards.

• Establish service level agreement metrics for supported systems based on identified objectives to meet quality standards.

• Provide application expertise during planning and design. Work closely with Manager to manage vendor resources.

• Coordinate department testing efforts and communicate on a regular basis with customer.

• Mentor and assist other technicians with more complex and difficult assignments.

• Identify and document current and future state analysis.

• Coordinate and document hardware and software installations.

• Administrative:

• Attend related meetings, meetings with vendors, leadership team meetings and other meetings as needed.

• Attend internal departmental meetings. Participate in departmental activities (like survey-related activities).

• Complete Children's Annual Regulatory Training (CART).

• Organizing, filing and other duties as assigned

Skills

windows, citrix, go live, project management, windows server, enterprise application, troubleshooting, service desk, customer service, sql server, Enterprise architecture, communication and leadership skills, virtual support, application deployment, vmware, agile methodology, production support, upgrade, plan design, configuration, conversion tools software, system testing, application testing, documentum, training instruction, Application support, storage area network san software, telecommunication, remoteaccess, vendor communication, stakeholder management skills, ticket resolution, implementation documentation, installation, testing software

Top Skills Details

windows,citrix,go live,project management,windows server,enterprise application,troubleshooting,service desk,customer service,sql server,Enterprise architecture,communication and leadership skills,virtual support,application deployment,vmware,agile metho

Additional Skills & Qualifications:

Job Profile:

• Requires experience in one's professional discipline to apply knowledge effectively and broaden expertise.

• Understands key business drivers and uses this understanding to complete tasks.

• No supervisory responsibilities but may guide new team members informally.

• Solves problems in straightforward situations using professional/technical experience, judgment, and precedents.

• Impacts the quality of own work and that of others on the team; adheres to guidelines and policies.

• Receives moderate guidance and direction.

• Explains complex information in straightforward situations.

Management Skills:

• Meet patient and family needs; ensure patient safety, satisfaction, and clinical outcomes; use interpersonal techniques to resolve difficult situations and regain patient confidence.

• Ensure customer perspective drives business decisions and activities; implement service practices that meet customer and organizational needs.

• Develop and use collaborative relationships to achieve work goals.

• Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches to choose a course of action or develop solutions; act consistently with available facts, constraints, and probable consequences.

• Take prompt action to accomplish objectives; exceed goals; be proactive.

• Deal effectively with others in antagonistic situations; use interpersonal styles and methods to reduce tension or conflict.

• Manage time and resources efficiently to ensure work is completed effectively.

• Consider all areas involved to accomplish tasks, no matter how small.

Experience Level

Intermediate Level

• For Contract and Contract to Hire positions: You must include the language below in all job postings. This language SHOULD NOT BE ALTERED IN ANY WAY .

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

• For direct placements: You must include the client's benefit information.

• For any internal positions: You must include this link ~~~ .

• For fully remote positions or jobs in Colorado: In addition to the pay and benefits requirements outlined above, the following additional information must be included in the job posting:

• A posting close date added to the description. For example, "Posting close date August 30, 2024."

• A general description of any bonuses, commissions or other compensation offered for the position.

Over

the next few weeks, we will continue partnering with the Connected team to

determine where we can implement automation and provide training prompts to

guide you through the requirements. Additional resources about salary history

and pay transparency can be found on the

Allegis Group Employment Practices Compliance page on TEK Insider.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.