Application Support Analyst II

Application Support Analyst II

Title: Application Support Analyst II
Location: United States-North Carolina-Charlotte-4600 Park Road, Suite 500
Position Overview

Our rapid growth and high standards require the addition of an organized, detail-oriented, Application Support Engineer in Charlotte, North Carolina. Our goal is to provide best-in-class and high quality technical support for the assigned core technology and be able to work on difficult customer issues. The right candidate will have a passion for technology and for helping customers.

The role will solve complex problems involving broad, in-depth product knowledge. The role will drive all customer communication and keep the customer informed at all times, having always the customer satisfaction as the primary goal.

Key Responsibilities:

* Monitor HireRight proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues.
* Monitor event processes, message queues and workflow processing software involving web.
* Enter new trouble tickets, escalate existing tickets and keep users informed of status.
* Keep procedures and troubleshooting links and tools up to date.
* Create site availability reports for customer SLAs and KPIs.
* Help other IT departments with projects as time permits.
* Troubleshoot, manage and resolve production systems, platforms and processes.
* Identify network, system and service issues separately from software source code errors.
* Create and monitor application check lists, uptime report, and event root cause investigation as necessary.
* Document procedures and troubleshooting steps, and train lower level Technical Support Engineers on identifying issues.
* Work with in house engineering staff and development team to troubleshoot issues, document software issues, application and system issues.
* Support all of the custom product/processes and software.
* Communicate with internal users, Technical Account Representatives and Level 3' concerning case status, prioritization, and resolution plans.
* Ensure software problems are effectively managed and communicated to resolution
* Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Account Representatives, Customer Service).
* Establish a close working relationship across multiple departments.
The following skills and experiences are necessary to be successful in this role:
* BA/BS in Computer Science, Information Systems, or related field.
* MCITP/MCDST certification.
* Ability to prioritize, plan, organize and complete multiple tasks/projects within assigned time lines.
* Project management skills and/or experience.
* Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues.
* High energy; ability to get things done.
* Excellent oral and written communication skills.
* Ability to work effectively with cross-functional departments.
* Familiarity and comfort with current software technology and tools, including Microsoft Office 2010 applications such as Outlook, Word, Excel and Project to create e-mails, calendars, reports, etc.
* Should be very detail oriented and follow procedures.
* SDLC (Software Development Lifecycle) and ITIL (Information Technology Infrastructure Library) experience.
* Experience in a NOC or Technical Call Center is a plus.
* Must be able to multitask and prioritize tasks based on severity and customer impact.

Qualifications
* Technical degree in computer science/IS and operations and/or equivalent 2 years work experience.
* Application support experience.
* Windows Server.
* Previous experience with RRD products/technologies troubleshooting preferred.
* Must have in-depth knowledge of MS SQL and Oracle. This includes the ability to write complex SQL queries (sub queries, joins).
* Must be able to learn new systems quickly and have strong troubleshooting skills.

Requirements:
* Must be flexible with work schedule and provide coverage for sick days and vacation days.
* Be able to provide 24/7 support coverage.
* Must have strong teamwork skills and have demonstrated ability to interface with both engineering and business managers.
* Must have excellent written and verbal communication skills.
* Must be able to self manage time and strategically contribute to the IT and application development teams.
* Should be able to propose new work flow and work process efficiencies to increased problem resolution and troubleshooting timelines.
* Knowledge of Software QA and Change Control processes and procedures.

In return for your results, HireRight will provide you with the opportunity to develop your full potential in an entrepreneurial e-commerce environment. HireRight offers an excellent employee benefit package:

* Medical
* Dental
* Vision
* Paid Life/AD&D Insurance
* Voluntary Life Insurance
* Short & Long Term Disability
* Flexible Spending Accounts
* 401K (with company match)
* Vacation/PTO
* Education Assistance Program
* 10 Paid Holidays
* Wellness Program
* Employee Discounts and Rewards (24 Hour Fitness, Dell Computers, Fun Express, T-Mobile, Liberty Mutual Insurance, Costco Membership, Ergonomic Home Office Solutions, UCI Extension Courses and SPOT Award)
* Casual Dress Code
* Generous Referral Program
* And much much more!

Hire Safe. Hire Smart. HireRight.

*Employment contingent upon successful completion of background investigation. Pre-employment drug screening required. All resumes are held in confidence. No recruiters or agencies without a previously signed contract. No faxes please. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight, Inc. is an Equal Opportunity : Engineer/IT/Software/Technician