It Software Support Engineer Ii Job in Stefanini It Solutions

45050

Systems Engineering

Full Time

• This position is responsible for the effective operation of Stefanini's hosted applications from Broadcom CA Technologies.
• Specifically, the candidate will be supporting hosted instances of CA Service Desk Management.
• A successful candidate will have at least 1 year of hands on administration and support of an ITSM platform such as CA Service Management, ServiceNow, Cherwell, EasyVista, etc).
• Training will be provided by Stefanini for CA Service Management
• Duties will include to:
• Provide level 2 and level 3 support for the application with assistance from the software vendor.
• Perform routine system maintenance on the hosted applications on accordance with Stefanini ITSM policies and procedures. For example:
  • Make necessary data configuration changes to the application as requested by projects or external customers.
  • Monitor load and system error reports.
  • Maintain and control high quality standard of supported applications.
  • Answer questions on application features.
  • Suggest enhancements and provide feedback to the development team.
  • Write and maintain up-to-date documentation related to the application administration.
  • Respect Stefanini procedures in terms of Change Management, and other ITSM processes.
  • Assist Projects and development team in QA and UAT Phase.
  • Provide training to end-users as needed.
• Specific training for CA Service Management will be provided.

• Bachelor's degree is considered an asset, but not required.
• 1 year experience in an IT environment supporting an ITSM system (for example, ServiceNow, Cherwell, ManageEngine, EasyVista, etc.)
• 1-2 years' experience support web based applications.
• Understand logic and database structure.
• Ability to work in a team environment as well as independently.
• Proven ability to remain flexible in a changing environment.
• Knowledge of programming languages (and Web technology such as POWERSHELL, PERL, PHP, JAVA, XML, (X)HTML, JAVASCRIPT, and additional languages such as .NET, ASP, C# and SQL database language) is an asset, but not strictly required.
• Fluent writing and speaking skills in English (fluency in French and/or Portuguese not required but is considered an asset).
• At least 1 year of experience in a call center environment providing tech support is an asset, but not required.