This position is accountable for: Support of ITIL process including Incident Management, Problem Management and Change Management Performing ongoing administrative tasks Monitor system functionality and performance through system tools Perform regularly scheduled activities including but not limited data integration and job scheduling Perform necessary actions to cleanup data or restore missing system functionality Regularly maintain products, pricing, exam offerings and tax structures in system Support and perform patching for system supportability Function as primary point of contact for escalating incidents and requests to application service providers, third parties and cloud based partners Create and update Run Book with process and system management documents and diagrams Technical support for recurring business processes including but not limited to Exam Registration, Grading, Results, Dues, System Lapse and Scholarships. Deploying changes and updates to all environments such as: Deploy bug fixes to each environment Deploy administrative changes as needed Participate in weekend and evening deployment activities Consult with developers to clarify issues during test deployments and revise deployment document with developers Collaborate with other IT resources to schedule test deployment to multiple environments Perform post production support Internal point of contact for Production issues (includes evening and weekend work) Contribute input on lessons learned and issues discovered Adjust and maintain systems for 24/7 availability to external and internal customers Engage development teams in a communications and facilitation role to help gather materials needed for standard service transition processes. Provide support to testing process Provide or revise access for Quality Assurance resources Organize or provide support for load testing as needed Perform critical analysis of change requests to assess impact on existing and future functionality Provide audit support as directed and with support from management by providing screenshots and access to process documentation. EDUCATION / EXPERIENCE B.S. in related field or 5 to 8 years of related business experience Experience with Salesforce, Siebel, BizTalk, App Fabric, TFS Experience managing third party and cloud-based vendors Fluency in English required Global cultural orientation and working experience Proficient using standard office software such as Word, PowerPoint, Excel, Outlook
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