IT Application Support Specialist

Essential Functions of the job:? Act as technical resource in configuration, and deployment of new systems, and enhancements to Smartsheet and other enterprise application platforms.? Participate in the business analysis process by contributing operational requirements and providing input on the impact to system features.? Ensure that applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues.? Architect and develop Control Center Blueprints to scale toolkit collateral based on end-user requirements.? Develop dashboards, forms, automations, templates, workflow, and reports within the Smartsheet platform.? Assist in configuration of integration between enterprise systems and/or third-party products via ETL or enterprise integration platform services.? Execute project tasks to ensure tasks and/or workstreams within the larger project is completed in a timely manner.? Provide technical support during the application installation, upgrades, and migrations.? Execute protocols, perform testing sequences, and change controls.? Partner with Service Desk and IT Operations to develop post-implementation support structure.? Address issues related to application access, connectivity, and performance. Test any fixes and perform post-resolution follow-ups to ensure issues have been adequately addressed.? Identifies optimal software configuration to meet user needs and perform quality assurance tests prior to implementation.? Responsible for evaluation of upgrade(s) and new features? Manage and provide system administration support of enterprise applications.? Build reports, dashboards, queries, and data extracts as requested by key business users.? Maintain (patch), repair and manage new and existing systems.? User account administration? Monitor help desk ticket escalations and provide tier 2 application support.? Work with users to understand and resolve system problem?Takes ownership of issues and collaborates with Help Desk and vendor support to drive issues to full resolution? Assist in developing and documenting processes to improve efficiency in supporting application systems and author knowledgebase articles? Ensures high level of customer service Computer Skills:? 3+ years direct experience managing PMO platform, especially Smartsheet? Knowledge of Smartsheet’s control center and blueprint functionality? Experience in Cloud/SaaS environment and core technologies including O365, ticketing system, business process applications such as JIRA and collaboration platforms such as SharePoint? Proven experience in troubleshooting, working with vendors on escalated issues