Technical Knowledge: Apply growing technical knowledge (e.g. SAP, Java, .NET) to solve application issues with limited risk/complexity. Under general direction integrate technical knowledge and business understanding to create effective solutions for the company and for customers.
•Incident Management: Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents. Document known errors and work arounds.
•Escalation Management: identify and action escalations in line with defined policy
•Change Management/ Implementation: Under general direction implement changes/solutions to meet customer needs within area of technical responsibility. Understand and escalate scope changes per change control process.
•Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
•Solution Design: Understand the company solutions set and be able to apply these solutions to meet customer needs within area of responsibility.
•Quality: Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc).
•Customer Relationship Management: Set expectations with customers and/or internal businesses/end users within defined parameters.
•Teamwork: Work as part of a team, which may be virtual and/or global.
•Contract Knowledge: Demonstrates basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility.
•Capacity and Performance Monitor performance checkpoints.
•Business Continuity Responsible for executing recovery actions.
Education and Experience Required:
Computer Science, Engineering, Business, or related field or equivalent work experience.
May hold intermediate-level certification(s) in work field.
Typically 4-6 years of relevant experience with Bachelor’s degree
Typical skills include:
• (developing) understanding of applications technology in area of direct responsibility
• (developing) General understanding of related technologies
• (developing) ITIL Process knowledge
• (developing) Customer Service