| We are seeking bright, highly motivated individuals with a service mentality that can quickly learn our custom applications, develop strong, professional relationships with our internal customers, and deliver world class support of several core operations applications. This position is the main face of IT to our customers and receives, analyzes, and triages all problem tickets. He/she solves those problems not requiring development according to established service level agreements (SLA) and routes all others to appropriate IT staff. This position sets customer expectations and keeps clients updated on their issues. He/she deploys releases to the test environment, tests them, and then works with users to accomplish user acceptance testing. He/she coordinates production moves and assures overall customer satisfaction. Responsibilities: Quickly learn functionality of custom applications in assigned business area and develop and maintain strong, professional relationships with key stakeholders Manage all requests, problems, and defects for assigned systems ensuring full compliance with established SLAs Support .NET custom web and mobile applications interfacing daily with users (level 1 or 2 support) Analyze and diagnose system problems, define temporary workarounds and provide suggestions and improvements to mitigate future problems Reproduce system problems and write detailed reproduction steps and descriptions to clearly communicate the problems to developers and testers Distinguish between defects, data issues, and enhancements/changes Understand (but not write) complex business logic, workflow, and system requirements Understand the table structure of assigned application databases and write complex SQL queries to troubleshoot and make configuration changes Develop system enhancement/change functional design documentation Perform production deployment tasks including: ensuring code is packaged properly for installations, performing product installations to the test environment, conducting the pre-production installation meetings, and coordinating production deployment with other functional teams Perform functional testing on assigned applications and assure applications are ready for user testing Collaborate on a daily basis with developers, business analysts, service managers, and other support personnel Assist with in-person application training and live web training, as well as user acceptance testing sessions Assist in user group meetings and release planning Assist with building user guides, training material, and online self-training modules Construct release notes and populate support knowledgebase for assigned applications Bachelor's degree or higher in computer science or engineering from a four-year accredited university 5 years recent experience (within last 5 years) of the job responsibilities listed above Demonstrated experience managing the support of multiple applications at once Demonstrated ability to learn and become an expert on the functionality of applications and the customer business processes involved Ability to react professionally to high-priority requirements with little or no warning and balance competing priorities Ability to work well alone and within teams Must possess a high level of integrity, strong work ethic, self-motivation, dependability, and the ability to work independently and self-directed Demonstrated experience taking responsibility for maintaining application quality Possess a passion for solving challenging technical problems Must have a true affinity for helping people Possess excellent verbal & written communication skills and time-management skills Has a good understanding of the entire systems development life cycle Perform risk analysis on changes and enhancements to assigned applications Must be able to work during maintenance windows after business hours Plus: Knowledge of oilfield equipment, jobs, and terminology Experience using TOAD Software development using C#, or Java Experience writing PL/SQL Experience using Adobe Captivate Experience developing test plans and test cases Experience with automated testing of web applications Our department is a dynamic, growing, fast-paced environment with highly-skilled engineers who solve complex problems and utilize new technologies (including mobile solutions). We offer competitive salary, group health insurance, a retirement savings plan and eligibility for cash bonuses pursuant to annual performance reviews. |
