Solution Specialist Atlas AMS

Position Highlights

This role involves ensuring that the solution evolves, including managing and prioritizing enhancement requests in collaboration with the business. From a support standpoint, it is essential to ensure that Level 1 support is properly handled, while delivering Level 2 support, which includes managing incidents, requests, changes, and problems. The specialist will own the overall incident management for the solution.

The role also involves engaging in any implementation that impacts the solution and managing any dependencies with other solutions. The primary focus will be on RUN Management. It is necessary to stay in touch with external developments related to the solution and consider any modifications that may need to be implemented within the customer environment. 

Main responsibilities:

• Provide level 2 support to end-users and project teams for the multiple applications used in the company.
• Analyze and troubleshoot system issues in 2nd level depending on project requirements, liaise with network administrators, system analysts, and software engineers to assist in resolving problems with software products or company software systems.
• Assist Development and Project Teams during Software Development Release Cycle.
• Coordinate Development of Enhancements, testing and requirements definition capturing.
• Prepare test case scenarios if required for testing interfaces and support tickets.
• Maintain all Interfaces designed for multiple platforms and collaborate with involved stakeholders.
• Participate in Interface Releases and Testing Campaigns.
• Prepare Knowledge Base articles and documents.
• Collaborate with Different Teams to analyze and identify root cause of a problem.
• Maintain required knowledge within the team and train newcomers.
• Prepare Knowledge Base articles and documents.
• Make proposals and provide information to support decision making concerning the solution.
• Develop solutions to a variety of problems of moderate and complexity scope. 

Main requirements:

• Experience in international support within Application Management Services (AMS), as well as proven track record in troubleshooting and providing technical support in a global environment.
• Good knowledge about ITSM (Incident, Problem, Change), AMS support tools and processes.
• Have experience of daily run activities.
• Have good capacity of analysis, synthesis, and communication (written and oral).
• Good Knowledge on infrastructure architecture.
• Experience in Database queries (SQL/PL-SQL knowledge is a must).
• Ability to translate technical specifications into articulate business requirements and vice-versa.
• Ability to document complex technical and work-flow processes in plain English.
• Strong customer service and exemplary communication ability, both written and verbal.