Applications Support Senior Specialist

Role Purpose, Key Responsibilities & Duties:The Applications Support Senior Specialist provides applications production support for Transmed enterprise systems and actively participates and assists with various applications driven projects, including releases, upgrades, new implementations, users’ documentation, and training. The Applications Support Senior Specialist provide coverage for change management of both internally developed, partners and vendors provided applications and systems, including ensuring that quality assurance and testing of applications and systems features, and impact analysis is accomplished prior to moving changes into the Transmed business IT production environment.Provides advanced applications support in identifying appropriate resolutions to Transmed business applications operational, administrational and support requests. Performs technical 2nd level applications support, evaluation, installation, maintenance, and support for Transmed enterprise applications. Coordinates with various business functions and teams on implementation and maintenance of Transmed enterprise applications and systems. Collaborates with various IT teams on issues resolutions, applications, and systems implementation into production environment. Researches, recommends, and implements best practices to applications and systems requests and issues resolution.Participate in the development and validation of applications support requirements, standard operating procedures, service levels settings and escalation matrix, problems, and incidents management processes.Provides instructions on features and capabilities of applications packages and assists Transmed employees with utilizing application features to meet business needs.Provides high quality, detailed consultation, applications support and troubleshooting for Transmed enterprise applications and systems.Utilizes established IT methods to conduct applications support requirements assessment and develop enterprise applications support related documentation.Develops implementation communication and production change plans to ensure approved and smooth applications delivery and supportability into the Transmed production environment.Maintains a close working relationship with applications partners and vendors to identify, escalate and solve applications problems. Makes corrective changes to existing configurations through consultation with applications partners and vendors, and attends meetings to review performance, changes, and releases of applications packages and change requests.Review applications performance and develops various configuration reports, analyzes route cause issues, and recommends courses of actions to permanently address problems. Identify and gather necessary information, codes, and implementation packages for effective and secure installation of applications software, updates, and enhancements.Estimate applications deployment efforts and maintenance activities for new applications into Transmed production environment, coordination for deployments, upgrades and enhancements with fully compliance and adherence to release and change management processes, and security measures.Participate in customers’ and suppliers’ meetings as needed with Transmed Commercial and other teams and identify solutions to business applications challenges and support needs.Function as technical subject matter expert (SME) for support of Transmed applications and act as a technical resource in relevant applications implementation projects.Documents progress and resolution of applications support issues and activity in the appropriate service management tracking systems.Evaluates documented resolutions and analyzes trends for ways to prevent repeated future problems. Decomposes and analyzes incidents to identify the root cause and implement controls to prevent or mitigate reoccurrence.Monitors and reviews supported Transmed applications to keep abreast of changes and upgrades to ensure that the production version of the supported system meets the Transmed business needs, policies, procedures, and security measures.Owns and coordinates the frequently asked questions videos, knowledge bases and resources for applications support on Transmed Intranet to assist self-service problems resolution.Ensures Transmed business applications and related services, processes and outputs are error free, secure, and meet the relevant compliancy measures and standards.Provides technical applications support including the future direction of Transmed enterprise applications, determining how that guidance will impact Transmed and how current and future applications can be best utilized and supported for the benefit of the Transmed business.Recommends IT applications support best practices and helps develop related services to support the current and future needs of Transmed business.Provide valued input into the financials of supported Transmed applications to help shape and prioritize the workload of the applications implementation and support capabilities. Stays current with applications developments and support trends, procedures and changes related to Transmed enterprise applications and systems.Perform other duties and responsibilities as assigned.Key Competencies & Skills: 3 to 5+ years of experience with enterprise applications, relationship databases, scripting, software administration, and applications support. Experience supporting applications in a multisite enterprise organization in a complex and matrix environment. Considerable knowledge and familiarity with applications development lifecycle and maintenance of applications and enterprise systems.Very good knowledge of Oracle and Microsoft applications platforms and enterprise mobile applications on iOS and Google Android operating systems, Java/XML, and HTML.Excellent interpersonal skills for establishing and maintaining effective working relationships with internal users and external customers and vendors.Excellent written and verbal communication skills for corresponding with Transmed employees and external customers, suppliers, partners, and vendors to collaborate on technical applications support requirements.Critical thinking, problem-solving, time management, planning, and organizing skills.Ability to maintain security and confidentiality of applications systems and records while adhering to Transmed policies and procedures, and maintaining absolute confidentiality of sensitive files, data and materials accessed or observed while troubleshooting applications issues.Ability to comprehend and resolve enterprise applications problems experienced by Transmed users leveraging diagnostic tools to troubleshoot applications problems and issues.Ability to research and comprehend applications technical information and apply that to effectively and efficiently solving applications problems.Growth mindset and ability to continuously improve technical expertise, specifically mastery of the Transmed applications landscape and technologies.Ability to communicate and promote the business value of applicable IT security technologies, policies, standards, and proceduresRole Requirements Academic Education & Professional CertificationsBachelor degree in Computer Science, Information Systems Management, or equivalent in a technology related discipline.3 to 5+ years of experience with enterprise applications, relationship databases, scripting, software administration, and applications support Microsoft, Oracle, Salesforce, ITIL (Information Technology Infrastructure Library), PMP (Project Management Professional) certifications preferred.English proficiency is a mustOperational & Managerial ExperienceStrong interpersonal and networking skills, ability to interact with all areas of the business internally and externallyExperience in FMCG business applications with an understanding of the industry and business processes.Ability to maintain consistent and punctual attendance and perform the essential functions of the job.Technical Skills & KnowledgeEnterprise applications and tools, and proficiency in operating systems (Windows, Linux), databases (SQL, Oracle), programming languages and networking fundamentals is essentialOracle and Microsoft applications platforms and enterprise mobile applications on iOS and Google Android operating systems, Java/XML, and HTML