Application Support Specialist I
Bright House Networks - Riverview, FL

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Job Description OVERVIEW STATEMENT

Bright House Networks is an award-winning company made up of friendly, energetic employees who go above and beyond to provide exceptional customer service. Our strength is in our employees. Customer loyalty is our top priority, and our employees are committed to building unique relationships in a fast-paced team environment. Bright House Networks encourages a positive, supportive and open culture which rewards employee accountability and grants empowerment for all members of our team. Our commitment to diversity guarantees we employ the best.

MAJOR FUNCTION

The Application Support Specialist provides technical support to the business and operations systems applications and assistance in one or all areas of applications that includes testing, design, analysis and deployment. This position reports to the Sr. Manager, Application Support and does not have any direct reports. The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The company reserves the right to modify or change the duties or essential functions of this job at any time.

JOB DESCRIPTION

  • Reviews, analyzes, and modifies programming systems including encoding, testing, debugging and installing
  • Work directly with users to identify and document root cause, scope of impact and resolution/defect definition.
  • Manage high volume ticketing application and act as single point of contact for application issues.
  • Act as a liaison between vendors/development teams and business users.
  • Formulation of procedures and best practices for users of applications
  • Consults with users to identify current operating procedures and to clarify program objectives
  • Work closely with application stakeholders to define enhancement and develop business requirements to assist in the change management process
  • Documentation requirements
  • Defines scope and objectives and formulates systems to parallel overall business strategies
  • Creation and maintenance of user guides and operational handbooks
  • Update existing technical documentation
  • Create system design documentation
  • High level design requirements development
  • Captures issues and risks associated with change management
  • Weekly status updates to project management team
  • Provide guidance / expertise - join in the solution from a user perspective
  • Interact with vendor support teams and 3rd party ticketing systems
  • Maintain problem ownership
  • On-call escalation responsibilities


  • Required Skills
  • Prior UNIX scripting experience and high comfort level working within Solaris/UNIX
  • Working knowledge of the follow is preferred
  • UNIX
  • shell scripting
  • Oracle (SQL)
  • PLSQL database applications
  • Weblogic
  • Websphere
  • Tomcat
  • J2EE applications
  • Experience with DBMS systems such as DB2 and SQL Server is desirable
  • Strong analytical and communication skills
  • Must be willing to learn new skills, attend frequent training seminars, and keep abreast of changing technologies and software features
  • Understanding of SDLC concepts
  • Basic programming conceptual knowledge a plus
  • Technical writing concepts
  • Strong working knowledge of desktop operating systems and applications including Microsoft Office products such as Excel, Word and Visio
  • Position will require a flexible work schedule; the ability to work overtime, on-call, overnight, weekend or shift schedules depending on work load.
  • Knowledge of Spectrum , HP OpenView, Remedy, or MS SharePoint considered a plus
  • Prior experience in an application support role preferred.
  • Must be able to travel ~5% of the time for training or company meetings.
  • Must be able to communicate effectively to technical staff, whether developers or vendor support staff.
  • WORKING CONDITIONS:

    While performing the duties of this job, the employee must have the ability to sit for long periods of time, with occasional standing, walking, bending or stooping. The employee is regularly required to use hands and fingers to type, handle or feel; and have the ability to type and read using a computer. The employee must be able to communicate on the phone with the use of a headset. Work is in an office environment at a single location, with occasional travel for meetings and training courses

    Required Experience
  • Navigate UNIX environments and create, edit, and execute UNIX shell scripts (e.g. korn/bash).
  • Perform application database maintenance (DDL/DML).
  • Basic network troubleshooting.
  • Plan successful maintenance windows and execute system shut downs, perform upgrades, and bring the system back online.
  • Methodically perform and document troubleshooting steps to resolve issues and find bugs.
  • Bachelors Degree in Computer Science, Engineering, Math or related concentration preferred, or equivalent professional experience.
  • A background using scripting languages or a background in the telecommunications industry is highly desirable.
  • Must have or be able to obtain a valid Florida Drivers License


  • Basic Qualifications

    Requirement

    About this company
    219 reviews
    Bright House Networks is a leading provider of entertainment and information services serving approximately one million customers in the...