Job Summary:
Responsible to provide production operational support for existing applications. This includes working with our business partners and internal IT stakeholders to triage and manage incoming enhancement requests and defects for applications live in production. This role may also provide subject matter expertise on projects for the applications they support as needed. This role will include significant troubleshooting, issue resolution, working with business leaders to solicit, analyze, and document new business needs, and working with internal IT stakeholders to develop solutions to reported defects and issues.
A candidate for this position must be a self-starter and able to work in a varied, fast-paced environment as part of a service delivery function for TMNA Services (TMNAS) and its Group Companies.
Essential Job Functions:
- Responsible for providing operational support, including triaging incoming requests and incidents.
- Gathers and analyzes information, troubleshoots and support application issues for a specific business group or application.
- Responsible for identifying, evaluating, and recommending potential solution options and managing the resolution through to production deployment.
- Responsible for eliciting, analyzing, and documenting business requirements for small enhancement requests.
- Responsible to drive small non-project enhancements through the SDLC to production deployment.
- Responsible for analyzing the feasibility and cost benefit of potential solution options.
- Responsible for managing communications between IT and business for assigned work.
- Assists in formulating and designing system scope and objective based on user needs and thorough understanding of business processes.
- Works with internal business groups on process improvement projects designed to improve business results.
- Provides subject matter expertise concerning business implications of application development projects.
- Participates in the full software development life cycle (SDLC).
- Collects and defines requirements
- Translates into functional design documents
- Participates in technical design
- Participates in test planning and may coordinate User Acceptance Testing (UAT)
- Supports execution of both QA and UAT phases
- Participates in user documentation processes
- Assists with training users on new or enhanced applications
- Supports Go Live activities including production smoke testing and post Go Live activities
- Creates application support documentation including Quick Reference Guides and Standard Operating Procedures
- Relies on experience and judgment to plan and accomplish goals.
May leads and direct the work of others.