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Position Summary:
Responsible for the system availability and maintenance of both vendor supplied software and in-house developed software. This support activity relates to both critical and non-critical applications.
Essential Functions:
Performs diagnostics of vendor systems when performance is degraded system has failed or end user has encountered difficulty in using the application.
- Knowledge of less-complex systems and able to isolate and remediate routine issues.
- Coordinates team to resolve issues.
Provides coordination with vendor on all system errors (including non-fatal) and the resolution all system enhancements (upgrades patches) and all other system modifications (operating system changes hardware changes etc).
- Interfaces with vendor for routine system changes.
Performs implementation of vendor solutions minor and major upgrades enhancements when this function is not provided by the contractual arrangement with the vendor; uses project management methodology as defined by the organization to accomplish all vendor installations.
- Leads the implementation and overall project management for routine changes to systems that are isolated?and have smaller user/system impact.
- May be asked to lead implementation of change with larger organizational impact.
Understands the contractual arrangement that has been negotiated with the vendor (support upgrades service hours contractual obligations and all other issues related to the application)
- Responsible for ensuring organizational adherence to contracted obligations.
- Keeps track of scheduled system upgrades.
- Keeps management informed of changes in maintenance costs.
Utilizes disciplined methodologies defined by the organization to move all new or revised vendor applications into production (Configuration management change management defined system test)
- Participates in the implementation of disciplined methodologies to accomplish vendor-related activities.
- Ensure systems are not placed into production until thoroughly tested.
- Authority to move routine changes into production.
Responsibility in documenting disaster recovery requirements for the application based on the criticality of the system and ensuring they are incorporated into the overall organizations disaster recovery plans.
- Participates in the documenting of disaster recovery requirements for which responsible.
Responsible for ensuring all back up procedures are operating for vendor applications as expected.
- Follows pre-defined backup procedures
- Participates in the developing of backup procedures when they don't exist.
Schedules/Coordinates implementation of vendor changes with all affected organizations (other system owners/users network engineering telecommunications management etc).
- Schedules and coordinates implementation of vendor changes with all affected organizations for routine system changes
Maintaining business knowledge of how application is utilized by the using organization.
- Respectable working knowledge of specific system functionality and how used by end-users.
- Implements defined technology to support business needs of organization.
- Viewed by specific manager/unit as knowledgeable.
Knowledgeable of all inbound/outbound interfaces for the vendor application.
- Working knowledge of interfaces for systems responsible.
Utilizes vendor provided development tools to customize where authorized vendor supplied software to meet specific business needs and follows discipline development methodology to develop new functionality.
- Develops customized solutions in support of business needs using vendor tools.
- Understand and follows development methodologies.
Predominantly supports one or more non-critical systems and may be responsible for a complex system.
Must have application development experience relevant to the ongoing support of all applications.
- Designs codes tests documents and installs software routines modules and programs of a moderately complex nature.
Regular review with management on performance against project plans and ability to define detail level of task for specific assignments.
On-call required depending upon system supported.
Qualifications:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Four-year degree in Computer Science or 2 year degree in Computer Science or equivalent work experience is required. Equivalent work experience is defined as 5-10 years in the Information Technology field.
Via Christi
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