Major Responsibilities: 

Primary responsibilities include but are not limited to:

• Provide timely L1 and L2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems, ensuring minimal disruption to users.
• Perform routine maintenance and continuous improvement activities on supported systems in coordination with Associate Director of Application Support and relevant stakeholders.
• Configure and administer projects and workspaces in Jira, Monday.com, and other project management platforms, including user provisioning, access management, workflow configuration, and board creation.
• Input into Atlassian ecosystem architecture decisions and setup and support migration to new tools in the ecosystem.
• Under the direction of the Associate Director of Application Support, provide guidance to global IT staff on how to respond to and escalate incidents.
• Collaborate with IRC users to gather feedback and understand the arising needs on the use of relevant applications and communicate this information to appropriate stakeholders.
• Plan and deliver user enablement sessions, including webinars, in-person trainings, and virtual meetings, to support effective use of enterprise applications.
• Build and maintain a knowledge base and technical documentation of commonly encountered issues including but not limited to Quick Resource Guides, Troubleshooting tips and functionality of supported applications.
• Report on and analyze incident trends across different regions and different user groups within the organization.
• Escalation of application issues to the required support groups, Business System Managers, Vendor Partners or Enterprise Technology Experts.

Key Working Relationships: 

• Position Reports to: Associate Director, Application Support
• Position directly supervises:  Non-managerial position

Other Internal and/or external contacts: 

• Internal:  Enterprise Applications Team, Project Management Team, Business Relationship Team, Application users
• External:  Software and system vendors, including Microsoft, Box, Zoom, Atlassian

Job Requirements:

Experience Requirements

• Minimum 2-3 years of IT and business/industry work specializing in support of Microsoft Products and other industry standard services