IT Support Engineer II E1

Company: Wolters Kluwer
Location: Des Moines
Posted on: May 9, 2024

Job Description:

The Enterprise Product/Support Specialist /Analyst role for Wolters Kluwer (WK) Governance, Risk and Compliance (GRC) This role is responsible for working directly with the Customers, Business Stakeholders, the CT Support Center and Information Technology to facilitate the production support process and contribute to the development of technology solutions for existing and newly released systems (enterprise and customer Internet facing applications). Responsible for conducting analysis on a variety of medium to high level GRC web-based applications or reported issues impacting Oracle's JDE Enterprise One ERP system, ARROW, CTAdvantage.com, the hCue suite (Enterprise, Professional and Mobile), CTCorporation.com, etc. Responsible for analyzing reported issues escalated via SalesForce.com cases, owning the resolution of issues and providing follow-up and status to the Support Center and customers as well as working with various technology resources, creating Work Items (defects), documenting technical briefs, prioritizing defects and attending to triage for issue prioritization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Demonstrates thought leader-level knowledge with, and/or a proven record of success directing efforts in assisting large employers on the performance improvement of their production systems supporting CT business, emphasizing the following areas:

Provides Level 2 support to the CT-Support Center Teams; entails resolving cases and engaging in any follow up.

Partner with IT, support, and business teams to resolve production issues which may include researching an application design or workflow, analyzing and debugging, testing a change, and confirming data accuracy

Conducts basic analysis on reported issues impacting a variety of GRC web-based applications

Creates work items and defect briefs

Attends triage for issue and defect prioritization

Coordinates the development and release of quality Production Support systems in conjunction with the Team Lead, Business Analyst and Product Owner.

Coordinates Support and Development activities with relevant Business Units to ensure consistency of implementations

Makes enhancement suggestions and creates clear and concise requirements specifications

Resolves issues escalated to Business Enterprise Support Team from the CT-Support Center

Resolves system availability in cooperation with support teams and engineering

Develops and maintains knowledge of the department via training and certification initiatives

Works closely with various internal IT Teams and/or Technical Services to ensure rapid resolution of all reported issues

Performs gap analysis to identify opportunities for process improvement or management control of work flow

Deep functional expertise in applications on the CT Platform

Identifies and resolves problems which may impact system performance and functionality. Escalates important issues to the attention of Management so that decisions can be made promptly

Communicates in written, oral, and presentation formats to best represent and express user and organizational requirements to audiences up to mid-level management

Forms productive relationships with internal customers by listening, clarifying, and responding effectively

Assists the business in defining scope and priorities for system initiatives (new projects and ongoing maintenance)

Work across the GBS organizations including teams responsible for requirements, project and program management, solution architecture, quality assurance, infrastructure and production support

Develop, maintain and continuously improve the metrics, SLAs of the environments in which our systems have been deployed

Develop and implement mentoring, training, coaching, performance feedback, regular evaluation for associates of the requirements team members

Understanding and solving business and technology challenges related to the implementation of CRM technologies,

Ensure that standards and guidelines are created for all aspects of systems requirements

Ensure that all delivery artifacts are reviewed and are according to the standards and guidelines

Ensure that SLAs are being met for services

Provide support and maintenance for the services being offered to the business and the environments in which they are offered

Maintain comprehensive knowledge of industry standards, methodologies, processes and best practices.

Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiative. Communicate Wolters Kluwer competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation.

EDUCATION

Bachelor's degree required in computer science, information sciences, systems analysis, business, or related fields with minimum of 3 years of customer or end user facing experience including

Experience: Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts in a global technology firm with Minimum:

Demonstrated strong customer service skills

Sound analytical thinking and problem-solving skills

Demonstrated strong written and verbal communications skills

Demonstrated organizational, time management and multi-tasking skills

Self-Starter

Ability to quickly learn existing business processes and combine knowledge from multiple disciplines in order to produce an optimal business solution.

Experience working with business owners to understand current processes and to document and prioritize functional requirements specifications, defects, business processes and recommendations.

Solid grasp of technical concepts and practices

Experience in supporting Enterprise systems, proprietary and customer Web applications

Successful background in analysis and problem solving

Exposure to major technological change or deployment projects strongly desired

Proficient knowledge of business analysis, quality assurance, and workflow tools and/or practices.

Experience in requirements elicitation, analysis and documentation

Demonstrated ability in data analysis, reporting, statistical analysis, and related tools

Must have knowledge of RDBMS technology

Must have SQL knowledge and ability to write new queries and modify existing queries

Ability to manage and\or participates in multiple projects\assignments with medium to high degree of complexity.

Strong knowledge with 1 or more various supported applications, E1 Oracle JDE Enterprise One World ERP, ARROW, CTAdvantage.com, the hCue suite, HQ, ARMS (Enterprise, Professional and Mobile), JDE OW, JDE Financials, UCC HUB, and Business Ownership Form.

Utilize Microsoft Office Suite including MS Project and Visio

Experience in working with SalesForce. com

Experience working with TFS (Microsoft Team Foundation Suite) or JIRA

Strong follow-up skills

Benefits:

A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America's Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America's Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Keywords: Wolters Kluwer, Waterloo , IT Support Engineer II E1, Engineering , Des Moines, Iowa