Application Support Engineer
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About The Position
The Application Support Engineer (ASE) at the University of New Hampshire plays a crucial role within the Operations Support and Application Security team. This position is primarily focused on providing technical support for enterprise-level application systems, with a particular emphasis on Workday, which is the main application supported by the ASE. The responsibilities encompass tenant management, release management, triage, security, and configuration of the application. As the front-facing representative for the Business Applications team, the ASE is tasked with delivering an exceptional customer service experience to end-users, ensuring that their technical needs are met efficiently and effectively. In this role, the ASE will be responsible for maintaining high availability of business applications and services. This involves facilitating the analysis, diagnosis, and resolution of high-profile and complex issues that may arise. The ASE will engage with vendors as necessary, ensuring that all communications are tailored to the appropriate audience. Additionally, the ASE will monitor and triage integration-related issues between service line applications and third-party applications, supporting application security configurations and acting as a gatekeeper for sensitive data. Timely responses to general inquiries and trouble tickets are also a key part of the role, along with researching, diagnosing, and troubleshooting issues to identify potential solutions. The ASE will also handle release management, which includes managing the Workday Tenant Management and Refresh schedule. This requires a deep understanding of vendor-provided releases and locally developed business application software, as well as associated technologies and services. The ASE will analyze new releases and patches, identifying their impact on business applications and services, and determining necessary actions to ensure continuity and high availability. The role may also involve serving in an advisory capacity during the release analysis process. Overall, the Application Support Engineer is expected to participate in broader strategic IT initiatives across the university system, contributing to the continuous improvement of IT services and support.
