Application Support Consultant

Title

Application Support Consultant

Our client is a leading provider of enterprise private cloud software, delivering customer relationship management (CRM) solutions for financial services, insurance, and healthcare. Our next-generation, people-centered software combines industry-specific functionality with information from multiple applications and data stores to provide comprehensive knowledge of the individual.

Our client’sSupport organization is responsible for ensuring a high level of customer satisfaction by providing excellence in technical support to partners and Fortune 100 clients for all our client’s solutions If you like working with smart, driven people in a passionate and dynamic work environment, you will love it here.As a Support Consultant you will have the opportunity to use your technical skills, problem solving skills, communication skills, customer-facing skills and share your knowledge of our client’s model driven technology.

Position Accountabilities: The Application Support Consultant is responsible for supporting our production customers and partners to help ensure their success and overall satisfaction with our client’s solutions. This includes:

§Troubleshooting, problem determination and analysis, both remote and local, in complex highly integrated, highly customized client production environments

§Understanding and documenting customer enhancement requirements and working with Product Managers to prioritize and influence this company’s product road map

§Closely working with Professional Services and Product Managers serving as customer advocates

§Creating, testing and deploying software patches

§Creating and updating customer hot fix release notes

§Delivering issue status reports and action plans, both written and verbal, to customers as per customer service level agreements

§Entering, updating and managing customer issues in Defect Management and Issue/Case Management Systems

Position Requirements: This position requires an engaging, highly-focused, technically skilled individual with customer facing experience. A strong desire to accelerate your career by working in a high growth, fast paced environment, with the confidence to be a key contributor this growing function is essential. Key requirements include:

§Strong written and oral communicator

§Technical relateddiploma with 2-5 years of software development experience, including co-operative work terms and internships

§Strong object-oriented programming and design patterns experience

§Understanding of web services technologies such as WSDL/XSD and SOAP

§Understanding of enterprise messaging technologies such as JMS and WebSphere MQ

§Familiarity with scripting languages such as VBscript, Javascipt, Scheme

§Knowledge of relational database technologies such as Microsoft SQL Server, Oracle, DB2

§Familiarity with application server technologies such as WebSphere and JBoss

§Customer focused with a high degree of professionalism and acumen for critical/high priority production situations

§Brainstorming and out of the box approach to problem investigation

§Solutions focused with a track record of taking initiative to find the best ideas

§Available to work overnight on-call rotation

§Willingness and experience working within a flexible and collaborative team environment

§Familiarity or experience with Financial Services organizations, such as Wealth Management, Life Insurance, P&C Insurance, Investment Banking and Retail Banking is an asset

§Candidates will be working directly with customers and may be required to travel (mainly within Canada and to the US) and work at customer sites.