IT Support Engineer II E1
Company: Wolters Kluwer
Location: Little Rock
Posted on: April 28, 2024
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Job Description:
The Enterprise Product/Support Specialist /Analyst role for
Wolters Kluwer (WK) Governance, Risk and Compliance (GRC) This role
is responsible for working directly with the Customers, Business
Stakeholders, the CT Support Center and Information Technology to
facilitate the production support process and contribute to the
development of technology solutions for existing and newly released
systems (enterprise and customer Internet facing applications).
Responsible for conducting analysis on a variety of medium to high
level GRC web-based applications or reported issues impacting
Oracle's JDE Enterprise One ERP system, ARROW, CTAdvantage.com, the
hCue suite (Enterprise, Professional and Mobile),
CTCorporation.com, etc. Responsible for analyzing reported issues
escalated via SalesForce.com cases, owning the resolution of issues
and providing follow-up and status to the Support Center and
customers as well as working with various technology resources,
creating Work Items (defects), documenting technical briefs,
prioritizing defects and attending to triage for issue
prioritization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Demonstrates thought leader-level knowledge with, and/or a proven
record of success directing efforts in assisting large employers on
the performance improvement of their production systems supporting
CT business, emphasizing the following areas:
Provides Level 2 support to the CT-Support Center Teams; entails
resolving cases and engaging in any follow up.
Partner with IT, support, and business teams to resolve production
issues which may include researching an application design or
workflow, analyzing and debugging, testing a change, and confirming
data accuracy
Conducts basic analysis on reported issues impacting a variety of
GRC web-based applications
Creates work items and defect briefs
Attends triage for issue and defect prioritization
Coordinates the development and release of quality Production
Support systems in conjunction with the Team Lead, Business Analyst
and Product Owner.
Coordinates Support and Development activities with relevant
Business Units to ensure consistency of implementations
Makes enhancement suggestions and creates clear and concise
requirements specifications
Resolves issues escalated to Business Enterprise Support Team from
the CT-Support Center
Resolves system availability in cooperation with support teams and
engineering
Develops and maintains knowledge of the department via training and
certification initiatives
Works closely with various internal IT Teams and/or Technical
Services to ensure rapid resolution of all reported issues
Performs gap analysis to identify opportunities for process
improvement or management control of work flow
Deep functional expertise in applications on the CT Platform
Identifies and resolves problems which may impact system
performance and functionality. Escalates important issues to the
attention of Management so that decisions can be made promptly
Communicates in written, oral, and presentation formats to best
represent and express user and organizational requirements to
audiences up to mid-level management
Forms productive relationships with internal customers by
listening, clarifying, and responding effectively
Assists the business in defining scope and priorities for system
initiatives (new projects and ongoing maintenance)
Work across the GBS organizations including teams responsible for
requirements, project and program management, solution
architecture, quality assurance, infrastructure and production
support
Develop, maintain and continuously improve the metrics, SLAs of the
environments in which our systems have been deployed
Develop and implement mentoring, training, coaching, performance
feedback, regular evaluation for associates of the requirements
team members
Understanding and solving business and technology challenges
related to the implementation of CRM technologies,
Ensure that standards and guidelines are created for all aspects of
systems requirements
Ensure that all delivery artifacts are reviewed and are according
to the standards and guidelines
Ensure that SLAs are being met for services
Provide support and maintenance for the services being offered to
the business and the environments in which they are offered
Maintain comprehensive knowledge of industry standards,
methodologies, processes and best practices.
Represent Wolters Kluwer within the industry by developing and
maintaining comprehensive knowledge of Wolters Kluwer products,
industry trends and general business and financial acumen through
various sources and initiative. Communicate Wolters Kluwer
competitive advantage to customers in a compelling articulate
manner in speech, writing and formal presentation.
EDUCATION
Bachelor's degree required in computer science, information
sciences, systems analysis, business, or related fields with
minimum of 3 years of customer or end user facing experience
including
Experience: Demonstrates thought leader-level abilities with,
and/or a proven record of success directing efforts in a global
technology firm with Minimum:
Demonstrated strong customer service skills
Sound analytical thinking and problem-solving skills
Demonstrated strong written and verbal communications skills
Demonstrated organizational, time management and multi-tasking
skills
Self-Starter
Ability to quickly learn existing business processes and combine
knowledge from multiple disciplines in order to produce an optimal
business solution.
Experience working with business owners to understand current
processes and to document and prioritize functional requirements
specifications, defects, business processes and
recommendations.
Solid grasp of technical concepts and practices
Experience in supporting Enterprise systems, proprietary and
customer Web applications
Successful background in analysis and problem solving
Exposure to major technological change or deployment projects
strongly desired
Proficient knowledge of business analysis, quality assurance, and
workflow tools and/or practices.
Experience in requirements elicitation, analysis and
documentation
Demonstrated ability in data analysis, reporting, statistical
analysis, and related tools
Must have knowledge of RDBMS technology
Must have SQL knowledge and ability to write new queries and modify
existing queries
Ability to manage and\or participates in multiple
projects\assignments with medium to high degree of complexity.
Strong knowledge of the various supported applications, E1 Oracle
JDE Enterprise One World ERP, ARROW , CTAdvantage.com, the hCue
suite, HQ, ARMS (Enterprise, Professional and Mobile),
Utilize Microsoft Office Suite including MS Project and Visio
Experience in working with SalesForce. com
Experience working with TFS (Microsoft Team Foundation Suite) or
JIRA
Strong follow-up skills
Benefits:
A comprehensive benefits package that begins your first day of
employment. Additional Information: Wolters Kluwer offers great
benefits and programs to help meet your needs and balance your work
and personal life, including Medical, Dental, & Vision Plans,
401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan,
Vacation and Sick Time, and Paid Parental Leave . Full details of
our benefits are available -
https://www.mywolterskluwerbenefits.com/index.html
Diversity Matters
Wolters Kluwer strives for an inclusive company culture in which we
attract, develop, and retain diverse talent to achieve our
strategy. As a global company, having a diverse workforce is of the
utmost importance. We've been recognized by employees as a European
Diversity Leader in the Financial Times, as one of Forbes America's
Best Employers for Diversity in 2022, 2021 and 2020 and as one of
Forbes America's Best Employers for Women in 2021, 2020, 2019 and
2018. In 2020, we placed third in the Female Board Index, and were
recognized by the European Women on Boards Gender Diversity Index.
Wolters Kluwer and all of our subsidiaries, divisions and
customer/departments is an Equal Opportunity / Affirmative Action
employer.
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and
all of its subsidiaries, divisions and customer/business units is
an Equal Opportunity / Affirmative Action employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or protected veteran status.
Keywords: Wolters Kluwer, North Little Rock , IT Support Engineer II E1, Engineering , Little Rock, Arkansas
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