Sr Application Support Engineer

Overview

Responsible for the maintenance, support, and operations of Joint Commission enterprise applications. This includes ensuring functionality and usability of Joint Commission enterprise applications as aligned with the organization’s priorities and enabling business users and customers to do their work effectively. The application support engineer is responsible for diagnosing and resolving application issues to ensure optimal performance and usability of the various systems users and providing root cause analysis with recommendations for improvements. This support engineer is accountable for performing maintenances operations tasks including monthly, quarterly or annual ones. Programming and debugging will be required in order to implement application enhancements, develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.

Responsibilities

• Complete understanding of assigned Joint Commission business processes and IT systems. Maintains detailed knowledge about assigned applications as well as other Joint Commission business processes and their interfaces to various applications.
• Listens, interprets, and documents application support and maintenance requirements and/or requests. Works with IT teams to understand and develop detailed support plan. Presents ideas and approaches to the business and development team, which includes participation in the development of presentations.
• Exhibits strong problem-solving skills and resourcefulness. Uses expertise to identify and analyze problems and assess potential issues to improve applications in a timely manner. Ensures all deadlines and commitments are met by providing support guidance and mentoring to team members.   
• Develops and maintains system documentation for existing applications. Identifies and analyzes gaps between current processes and the desired state, designs new processes, develops process performance measures and plans the transition to a new process.
• Performs and supports Technical Leads and Analysts in Development projects to perform Transition lead activities including resource management, forecasting estimates for completion of operation readiness tasks before implementing.
• Work with business engagement team to understand business operation/support needs for the enterprise applications and any issues they are experiencing, work with application team and software vendor to have application issues fixed, both short term and long term (root cause)
• Proactively monitoring application errors and issues using application monitoring, alert escalations, error logs , and service now tickets.
• Responsible for completing all support components of the IT Agile and small project methodology as well as IT service management (e.g. ITIL).
• Treat team members fairly and builds relationships within and across departments.
• Should be comfortable in a fast-paced development environment that continually embraces the latest technologies and techniques.

Qualifications

Additional Duties, Responsibilities, and Skills Required

The Application Management Support Engineer responsibilities will be focused on management of Accreditation and certification applications and releases.    Responsibilities include building, maintaining, and developing on enterprise applications that support the business process for the Pre-Survey, Survey and Post Survey processes.  This also includes the integrations to package applications when applicable.  This person will  be supporting existing applications, enhancements to existing applications and ensuring the security of the applications are maintained to the Joint Commission standards.  The person will work together with business and business analysts to produce SLA, Job aids, Standard Operation Procedures, and maintenance documents.

Equal Opportunity Field

We offer a comprehensive benefit package. For a complete overview of our benefits package, please visit our Joint Commission Career Page 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.

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