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Software Application Support Consultant
Ref No.: 18-00410
Location: Chesterbrook, Pennsylvania
Position Type:Contract
Experience Level: 7 Years
Start Date: 10/03/2018
Software Application Support Consultant

Required Skills:

Responsibilities:
• Manages and streamlines the support process by providing Level 2 support using ConnectNow, triaging support tickets, managing and analyzing issues, conducting ad-hoc work sessions, and recommending fixes and solutions to enhance the quality of our products and services to our customers
• Manages minor releases and "hot fixes” for the solution at hand, acting as liaison with internal/external technical teams, vendors, consultants and customers as necessary
• Assists with the phased global deployment of the solution by creating and completing readiness checklists and coordinating overall deployment activities
• Collects application usage and performance metrics from tools such as Localytics, ConnectNow, and Azure DB logs, analyzes and summarizes them, and publishes reports for stakeholder consumption using Excel and Powerpoint
• Documents and outlines business processes, application workflows, system components, high-level architectures and integrations points as necessary
• Assists with developing and executing software application test plans and scripts
• Actively participates in defining processes, best practices, tools and standards for the DX/Mobility team
• Contributes to the achievement of AmerisourceBergen organizational goals and objectives

Experience & Education:
• 5+ years of proven application support experience in a complex, highly-integrated environment
• 3+ years of experience with problem/incident and change management, including ticket creation, management and escalation to resolution
• 2+ years of direct or indirect experience in mobile application support
• Experience in supporting an international, distributed solution is strongly preferred
• Proven experience working in a custom software development environment; Agile methodology preferred
• Experience working with a Transportation Management System (TMS) or within a logistics environment is a plus
• Hands-on experience with technical tasks such as API/integration testing, writing/running SQL queries, data extraction and advanced Excel capabilities
• A 4-year degree in computer science, information systems or related field is preferred. A 2-year degree with proven experience will be considered

Skills and Aptitudes:
• Passion and enthusiasm for mobility and related emerging solutions
• Must operate as an integral part of a team with appropriate transparency and commitment
• Ability to self-direct is essential
• Very strong communication skills, both verbal and written; Able to adjust and meet communication requirements depending on the audience and situation
• Natural inclination towards good customer service including proactive engagement, "can-do " attitude and diligence in engagement and follow-up
• Strong organizational skills with natural attention to detail
• Intellectually curious, yet practical and focused;
• Ability to reconcile conflicting objectives, finding acceptable compromises within given constraints
• Comfortable working in a fluid, nimble, agile-based environment