Application Support Engineer

Cai - Springfield, IL

Full-time

Springfield, IL

Chemical Manufacturing

About the position

The Application Support Engineer is responsible for the day-to-day support, maintenance, and enhancements of client applications. This full-time, remote position involves engaging with application vendors, responding to incidents, and performing regular maintenance and upgrades, which may require after-hours work.

Responsibilities

• Maintain and upgrade client applications
• Monitor daily processes and performance of applications
• Respond to and resolve incidents with applications and systems
• Assist with the implementation of software enhancements and system upgrades
• Provide technical support for software-related issues to business users
• Collaborate with Infrastructure teams on database and networking updates affecting applications
• Work with the CISO team to ensure security standards are maintained and addressed
• Collaborate closely with client IT employees and team members to ensure systems are properly maintained and business priorities are met
• Work with vendors to troubleshoot and address issues with applications
• Use ITIL tools and processes to conform with client standards for change and incident management
• Document existing architecture, support procedures, and project artifacts
• Mentor and support other team members on compliance processes, technical procedures, and systems
• Willingness to learn other applications and processes
• Apply automation where possible
• Engage with application vendors to resolve issues and address user questions/concerns
• Communicate effectively with client team members to ensure they are updated on progress and resolve their issues
• Create and maintain SOPs for PMS known issues
• Coordinate with the infrastructure team to ensure backups are performed and validated regularly

Requirements

• Bachelor's degree or higher in Computer Science or a related field
• 3-6 years of experience supporting IT applications, preferably in the veterinary care industry
• Experience working with applications and supporting production issues and project work
• Experience with desktop tools and applications
• Proven ability to work with vendors regarding support issues, enhancements, and upgrades

Nice-to-haves

• Knowledge of veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice, and EZVet
• Familiarity with Microsoft products
• Understanding of cloud systems and Software as a Service
• Experience with SQL and database management
• Previous healthcare or veterinary care experience
• Familiarity with ITIL concepts and tools
• Experience with API support - MuleSoft, Web Services, Web API
• Familiarity with Waterfall and Agile SDLC methodologies and tools
• Outstanding organizational skills
• Good analytical skills
• Strong written and verbal communication skills
• Well-organized with the ability to manage multiple priorities
• Solid interpersonal skills and the ability to work in teams
• Ability to drive work to completion and escalate when necessary