- Handling incoming technical support tickets from users to address application and software issues
- Conducting account administration tasks related to maintenance and reliability technologies
- Taking technical support calls and documenting support tickets as needed
- Recognizing opportunities for enhancing related technologies and documenting them
- Informing key stakeholders, such as management, development teams, users, and unit leaders, about application problems and issues
- Recording, tracking, and documenting the problem-solving process, including successful and unsuccessful decisions and actions taken, until final resolution in the IT service desk system
- Testing solutions and conducting follow-ups after resolution to ensure issues are fully addressed
- Assisting in developing and maintaining user manuals and guidelines
- Performing preventative maintenance, including installing service packs, patches, hot fixes, etc.
- Analyzing and evaluating existing business systems and procedures
- Consistently writing, translating, and coding software programs and applications based on specifications
- Collaborating with vendors for efficient implementation of new software products or systems and resolving any adaptation issues
- Working with colleagues in the department to determine the best approaches for issue resolution
Required Skills & Experience:
- Expertise in one or more of the subsequent technologies: relational databases and associated tools, Java programming, Websphere or similar middleware platforms, .NET framework, SharePoint/Office 365, Business Intelligence (BI), and/or reporting platforms
- Familiarity with additional software such as IBM Maximo, other Enterprise Asset Management (EAM) or Computerized Maintenance Management System (CMMS) solutions, Emerson AMS, PTC/ThingWorx, OSIsoft Pi, or similar data historian systems is advantageous.
- Utilizes expertise and abilities across various routine tasks
- Addresses unique client inquiries and investigates with support from colleagues when necessary
- Comprehension of fundamental business influences
- Manages financial resources effectively
- Demonstrates problem-solving skills and evaluates solutions, adhering to standard operating procedures when applicable
- Possesses strong organizational capabilities and adeptness in prioritization
- Capable of elucidating intricate concepts and influencing others
- Contributes effectively to team objectives, enhancing team efficiency
- Possession of a Certificate, Diploma, or Degree in Information Technology, Engineering, or Management Information Systems from an accredited institution, or a minimum of 3 years of pertinent experience
EAM/CMMS Application Analyst