Application Support Engineer

Interacts with end-users and external vendors by providing troubleshooting and software application analysis. The Product Support Analyst II address advanced escalated issues and questions, which pertain to currently supported applications and software. Responsible for analyzing, troubleshooting, and evaluating technology issues.

Essential Duties and Responsibilities

Performs advanced technological systems support and general problem solving and assistance on diverse software applications and hardware systems for escalated inquiries or issues
Work closely with Product and Project teams to gain understanding of and provide support for critical business applications
Participate in project and enhancement initiatives to ensure operational readiness at go-live, identifying operational readiness risks and reviewing mitigation solutions
Serve as the technical liaison between multiple development teams, user communities, and customers
Help drive critical level incidents to resolution following industry and Discount Tire best practices
Provide individual and/or group instruction and training for Level 1 and Level II and other support teams on new products or services being rolled out to the enterprise
Subject Matter Expertise on specific a software, hardware or application providing cross training for other team members and acting as point of contact person
Advance knowledge to support and troubleshoot the following: mobile apps, Cloud environments (I.e., AWS), store systems, desktop apps, Wi-Fi, Middleware, Website, iSeries, SAP, enterprise scheduling tools along with any future apps introduced to the enterprise
Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology
Create or review instructional documents and knowledge articles for business applications and processes
Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues on a rotating schedule
Compete work in a timely and accurate manner while providing exceptional customer service
Collaboration with other departmental personnel to ensure a team effort” working well and diligently with them and providing prompt customer service
Demonstrates advance knowledge of ITIL processes and procedures
Other duties as assigned
Qualifications

This position requires a minimum of one year IT support experience or eighteen months working with Company business applications and hardware experience
Proven ability to learn various forms of technology and software quickly and accurately
Advance technical knowledge of a wide range of computer systems software, applications, hardware, networking, and communications including but not limited to – MuleSoft (APIs (Application Programming Interfaces)), Enterprise Service Bus middleware, SAP ECC (ERP Central Component), SAP OMS (Order Management System), Hybris website, POS (Point of Service) systems, Salesforce, Payment systems, Mobile Applications, Device Configuration, AWS Cloud environments, iSeries, scheduling tools etc.
Ability to review and understand large enterprise landscape diagrams
Ability to review and understand business functions and process flows
Excellent verbal and written communication skills including the ability to create organized and informative reports, as well as comprehensive, accurate documentation
Strong interpersonal skills and the ability to work effectively with a diverse audience
Ability to work well with others
Customer service focused with exceptional follow-up and attention to detail
Assertive, resourceful self-starter with exceptional analytical and troubleshooting skills; can understand and express appropriate levels of urgency
Position requires advanced technical, analytical, and critical thinking skills, including, but not limited to, attention to detail, analysis, troubleshooting, and problem solving
Can work independently and demonstrated time management skills
Ability to work well under pressure and with deadlines
Strong ability to both multi-task and manage priorities
Ability to participate in multiple projects simultaneously while adhering to tight schedules
Excellent organizational skills
Maintains confidentiality, when necessary, and treats the work community with respect
Processes a can-do attitude and the ability to adjust to changing requirements in a fast-paced environment
Advance knowledge of ITIL processes and procedures or ITIL Foundation training with certification