Application Support Specialist (Enterprise Applications Management)
Ernst & Young - Atlanta, GA

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Application Support Specialist (Enterprise Applications Management) - ATL001HC US-GA-Atlanta
Job Summary:
Postholder performs operational and Level 3 level support for production applications in a range of business portfolios. Responsibilities involve the daily management of incidents, operational maintenance and support, development support, and proactive/preventative analysis of systems.

Postholder will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise.

Essential Functions of the Job:
  • Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms.
  • Determination of root cause of incidents (configuration vs. defect)
  • Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
  • Installation of applications in supported environments.
  • Deployment of application upgrades and fixes
  • Responding to automated alerts on the health of systems
  • Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
  • Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
  • Adhere to E&Y and ITIL guidelines for Incident, Problem and Change Management.
  • Effective call management including logging, monitoring / updating, prioritizing and resolving calls in a timely fashion.
  • Ensures all work is carried out and documented in accordance with required standards, methods and procedures.

Analytical/Decision Making Responsibilities:
  • Selects appropriately from applicable standards, methods, tools and applications and use accordingly.
  • Demonstrates analytical and systematic approach to problem solving.
  • Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
  • Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
  • Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
  • Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.
Job Requirements:
  • Degree in Computer Science or related discipline.
  • Fluent in English language, written and verbal
  • Further or Higher education standard qualification.

  • 3+ years in Application Management, Operational Support environment/discipline

Knowledge and Skills Requirements:
  • Demonstrable knowledge of Windows 2003/2008 server O/S
  • Demonstrable knowledge of SQL2005/2008
  • Demonstrable Intermediate of IIS platform and tasks (security, application pooling, SSL certificates, etc.)
  • Understanding of n-Tier application architecture concepts with understanding of different environments and their usage
  • General understanding of networking/LAN/WAN/DMZ concepts
  • Familiarity with scheduled jobs and job monitoring tools such as Control-M
  • Ability to read and understand .NET code for diagnosis, escalation to Level 4 teams
  • Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
  • Conceptual or Remedial knowledge of Stored Procedures, SSIS and Data Transformation Services
  • Familiarity with SQL DBMS interface and integrated tools
  • Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
  • General understanding of various IT security concepts as they relate to production environments.

Desired technical experience & qualifications
  • Remedial or intermediate .NET programming and/or scripting experience
  • Conceptual understanding of peripheral hardware such as load balancers, WAN optimizers, etc.
  • Conceptual SQL knowledge relating to replication setup, DTS, clustering, etc.
  • Experience with performance monitoring tools and analysis i.e. MS PerfMon
  • Experience supporting applications in shared or virtual environments
  • Conceptual understanding of networking hardware (switches, routers, etc.)

Certification Requirements:
  • MCITP - Microsoft Certified IT Professional - desired
  • ITIL Foundation Certificate in IT Service Management - desired

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