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Senior Engineer (Application End User Support)

JOB: #SenioEngg



  • Bachelor’s (Preferred)
  • TFS: 1 year (Preferred)
  • ServiceNow: 1 year (Preferred)
  • GitLab: 1 year (Preferred)
  • ITIL Certification (Preferred)
  • US work authorization (Preferred)

Full Job Description

What you’ll achieve:

As an Application End User Support Senior Engineer you will provide the processes, infrastructure and resources to ensure effective and streamlined responses to user or system-generated requests and incidents across a wide range of impacts and types of incidents. Candidates must have a background in managing projects in various aspects of computing infrastructure, shared services and application support services. You will be the SME (Subject Matter Expert) and provide support for incident resolution, DR recovery planning and requests for service/information. Additionally, you must have experience with ITIL Service Operation and should be successful working under minimal supervision to plan, direct and coordinate activities to drive expedient and efficient restoration of services during a critical incident.

You will:

  • Provide production support of moderately complex applications in production by troubleshooting issues, proposing solutions, developing and testing fixes, and migrating solutions
  • Provide SME support to root cause analysis (RCA) investigations
  • Ensure proper ITIL standards are maintained as incidents spawn problem and change records, following up to ensure timely resolution of related problems and changes
  • Provide end user support for application knowledge and data to answer questions, clarify or provide training on application issues
  • Communicate and collaborate with end users writing change requests to resolve tickets and develop documentation to work around application issues
  • Initiate system/software change requests to address defects
  • Introduce proactive, corrective, and preventative measures to ensure and improve ongoing system stability
  • Support customer service requests from investigation, response, work-around or correction

Essential Requirements:

  • 5+ years of related experience in a professional role with a Bachelor’s degree
  • Application administration experience and requirements necessary to troubleshoot application environments
  • Comprehensive knowledge of application programming and design to analyse and isolate issues
  • Ability to analyze and develop solutions to highly complex problems
  • Thorough understanding of client/server networks
  • Experience developing innovative and creative output based on interpretation and analysis that improves business performance and contributes to corporate goals and strategic intent

Desirable Requirements:

  • ITIL v4 Certification
  • Advanced ability to effectively troubleshoot program errors
  • Expertise in motivating technical resources to engage and resolve issues
  • Ability to blend creativity, problem solving, and technical skills for refining existing theories or developing new system approaches to seize opportunities and sustain business success.
  • Experience with Microsoft Team Foundation (TFS), ServiceNow, GITLAB

Job Type: Full-time


  • 401(k)
  • Dental insurance
  • Health insurance
  • Vision insurance


  • 9 – 5 shift
  • Monday to Friday


  • Bachelor’s (Preferred)


  • TFS: 1 year (Preferred)
  • ServiceNow: 1 year (Preferred)
  • GitLab: 1 year (Preferred)


  • ITIL Certification (Preferred)

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