Job Description

Business Unit

AMS Production Support

• Perform more complex troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
• Perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers
• Prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations
• Collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals
• Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation

People Management Responsibilities (for associates with one or more direct reports):

• Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.
• Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.
• Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.
• Provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development.
• Identify the right talent to achieve the desired results. Promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

Org

Mgd Svcs - AMS

Org Unit

Global Services

Qualifications

Basic Qualifications

• At least 6 years total combined related work experience and completed higher education, including:

• At least 1 year customer service, call center, hospitality and/or technical support work experience
• At least 5 years additional work experience directly related to the duties of the job and/or completed higher education, including:

• Bachelor's degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or related field, or equivalent relevant work experience

Preferred QualificationsExpectations

• Perform other responsibilities as assigned
• Provide on-call support when needed
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Willing to work on a flexible schedule as needed
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position

Associate Type

Regular

Job Level

Professional 2

Government Job

NO