Support and troubleshoot applications within the Greyhound stack using our Service Now incident management system.
Work directly with customers/business to resolve issues within our defined SLA’s.
Work on a week long on-call rotation as a major incident coordinator for Greyhound applications.
Monitor applications regularly via multiple vendor dashboards.
Assist with transition of applications from third party support to in-house support.
Resolve incidents within Service Now, our incident management system.
Constantly learn and improve technical knowledge and expertise during software development.
Create Requests for Change (RFC) for all changes implemented by or requested by Application Support.
Assist more junior staff members with technical knowledge and system expertise.
Attend Change Advisory Board (CAB) on a weekly basis for awareness of system and infrastructure changes.
Provide guidance for others on the team on ITIL process
Work with the field, including City Managers and terminal staff to resolve issues following site visits.
Create support scripts for the team to use for reoccurring issues.
Adhere to all Greyhound corporate guiding principles, processes, policies, standards and procedures.
Ability/Willingness to learn new and existing systems that need to be supported.
Experience & Skills Required:
High School diploma or equivalent required.
Bachelors Degree in MIS, Computer Science or equivalent work experience strongly preferred.
ITIL Foundation Certification preferred, MCP or MTA preferred.
5+ years as an Application Support Analyst, supporting at least one public facing e-Commerce website.
5+ years working with an Incident Management System, Service-Now experience is a plus.
2+ years experience with Major Incident Management
2+ years experience with ITIL framework
1+ year experience with Unix/Linux.
2+ years of experience with SQL
Demonstrate excellent verbal and written communications skills and effectively collaborates with other team members and project stakeholders.
Excellent problem solving and troubleshooting skills.
Working/support experience in these platforms is highly preferable and is big PLUS-
ADP (eTime)
ADP PCPW or any other Payroll system
Microsoft InfoPath
Support/Maintain other applications as and when required.
Sharepoint, ServiceNow experience preferred.
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