AgileEngine - IT Business Application Support Engineer (10-13 yrs)

This is fully remote working opportunity.

Role : IT Business Application Engineer.

We are looking for a seasoned professional to rationalize our business application stack. The ideal candidate will have strong experience with application right-sizing, deduplication, licensing, and automation, as well as good technical problem-solving and incident management skills.

A typical workday will include analysis of market solutions/applications for business problems, on/offboarding of new applications, SSO/SCIM implementation, RBAC for new and existing applications, integration between applications, uptime monitoring, how-tos and playbooks creation, KB maintenance, hands-on application rationalization process (merging or deduplication of applications), license usage optimization, rightsizing, being the point of escalations for applications issues, training of colleagues and end-users, creation of automated workflows, leading and communicating project status, amongst other related tasks.

- A successful candidate will have a firm understanding of IT methodology and solutions, be forward-thinking, and be able to assist and collaborate with other remote IT members.

- Monitor Redwood's service desk and resolve issues in accordance with established service level agreements (SLAs).

- Implement SSO and SCIM for new applications.

- Gather information from internal customers on their needs and find the best solution available.

- Integrate SaaS applications according to Business requirements.

- Documenting all aspects of applications for maintenance.

- Administer Atlassian Suite, Azure AD, Office 365, and Google Workspace.

- Manage Microsoft Exchange Online.

- Managing an application inventory.

- Provide daily support and maintenance of the computing environment to users by analyzing and resolving reported technical problems.

- Execute maintenance schedules for applications.

- Assist or train users on the use of productivity tools, in-house developed software, and/or cloud/SaaS-delivered solutions.

- Develop and maintain training materials for end-user applications in multiple formats, including online/wiki, printed, and video.

- Strong understanding of help desk ticketing systems and maintaining SLAs.

YOUR EXPERIENCE :

- Minimum 10 years of directly related work experience in a computer operations environment providing IT application management and licensing, Rationalization and Evaluation, IT Helpdesk, IT/Technical Support, and the configuration and maintenance of end-user and small computer equipment.

- Leading and driving medium to large-scale projects.

- Must have excellent communication skills, encompassing verbal, written, and documentation skills.

- Ability to create, maintain, and update documentation pertaining to desktop support processes, system configurations, and end-user instructions.

- Ability to work with minimal supervision and problem-solve but escalate and seek assistance when appropriate.

- Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes.

- A degree in a relevant field is desired; equivalent work experience or certifications are required.

- Hands-on familiarity with cloud and on-premises products from Microsoft, Google, Atlassian, Slack.

- Hands-on familiarity with security controls on end-user systems.

- Hands-on familiarity with JSON or YAML.