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RightAngle Support Specialist
811 Louisiana , Suite 2100 Houston, TX 77002 US
Job Description
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Salary + Additional Benefits:
- $135,000-$145,000 + 15% bonus
- 100% Company Paid Medical Premiums
- Medical Insurance
- 401K - company match
Location:Â Houston, TX
Type of Position: Direct Hire
Responsibilities:
- Maintain end-to-end understanding of functional aspects of application and associated business processes.
- Provide functional and/or technical direction/assistance for assigned applications.
- Monitor incoming service requests and incidents for assigned application(s).
- Investigate and diagnose service requests or incidents according to their priority/rank and identify the resolution and/or issue.
- Work directly with users to identify and resolve issues adversely impacting business processes.
- Define technical solutions ensuring considerations for system stability, performance, and ongoing maintainability.
- Identify solution alternatives to address issues raised throughout service request or incident lifecycle.
- Utilize 3rd parties and vendor support as defined within existing support arrangements and escalate additional (billable) support to appropriate IT management for approval.
- Adhere to and champions the IT Governance programs (e.g. change management, communication, and release management).
- Complete high-level designs and associated estimates to meet defined requirements.
- Monitor application backlog (service requests, incidents) and keep open items updated with current efforts.
- Maintain documentation (run books, technical design, build, deployment, install guides) and process standards in area of responsibility along with regular audits to validate accuracy.
- Develop documentation and provide training to users as appropriate.
- Define potential improvement changes to resolve errors, prevent the recurrence of problems or improve system maintainability and stability for assigned applications.
- Provide input to IT Project Management Office to support clear and concise requirements definitions.
- Assist team members handling major incidents for assigned applications; identify the root cause and short or long-term solutions.
- Informally mentor less experienced team members on an as needed basis.
- Prevent the replication of problems across multiple systems by sharing lessons learned and best practices with other team members and IT Management.
- Develop customer relationships by making efforts to listen and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
Requirements:
- Bachelor’s Degree in Computer Science, MIS, and/or equivalent work experience in a related field
- 4+ years of experience supporting business applications
- 3+ years of experience with Oracle and SQL databases (including stored procedures, triggers, and scripts)
- 3+ years of experience in .NET application development
- Familiarity with any of the Commercial Off the Shelf products like RightAngle, Allegro, Aligne, Endur, Quorum TIPS, Waterfield, Oracle Cloud Financials; RightAngle hands-on experience is strongly preferred
- Familiarity with ITIL concepts and the ability to follow problem, change, and incident management processes and procedures
- Familiarity with Sarbanes-Oxley IT Change management controls
- Regular and reliable attendance
- Strong written and verbal communication skills with an aptitude for problem-solving
- Must be able to independently resolve issues and efficiently self-direct work activities based on the ability to capture, organize, and analyze information
- Experience delivering solutions that align with business strategies
- Experience troubleshooting complicated issues across multiple systems and driving to solutions
- Experience supporting resources performing user acceptance, regression, and other required system tests, ensuring that system and/or related integration issues that arise are identified, researched, and closed in a timely manner
- Experience providing technical solutions to non-technical individuals
- Demonstrated team building skills
- Ability to deal with internal employees and external business contacts while conveying a positive, service-oriented attitude
- Willingness to travel to company locations (up to 5%)
- Regular and reliable attendance
Due to the high volume of applications we typically receive, we regret that we are not able to personally respond to all applications. However, if you are invited to take the next step in the process, you will typically be contacted within one week of submitting your application.
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Meet Your Recruiter
Robert Fragoso
Senior Search Director - Murray Technical
Specializing in matching talent with exciting opportunities in Engineering, Technical Sales, Manufacturing, Operations, Project Management Supply Chain, and IT.