14 days old

Application Support Engineer

U.S. Bank
Richfield, MN 55423
**Job Description** Get in on the ground floor and be part of an exciting new team at U.S. Bank. We are looking for an Application Support Engineer that demonstrates strong skills and competencies in resolving issues, proactive error detection and achieving highest level of customer satisfaction. As a member of the API support team, this candidate to have experience with one or more technical skills such as ELK/Filebeat logging tools, familiarity with SOAP/REST APIs and Apigee software, working in an Agile environment. Team member will be responsible for enterprise-wide Developer Portal system level two support and will be working directly with product team to understand system workflow, work together with multi-tiered teams to optimize overall process and meet Service Level Agreements providing metrics to stakeholders. **Duties and Responsibilities** Ability to troubleshoot and work together with Operations and Engineering teams to resolve technical issues Experience in creating, managing, documenting, escalating and resolving support issues through enterprise ticket tracking system Create, document, update, escalate and resolve issues using the enterprise ticket tracking system Ensure highest level of customer satisfaction achieved through prompt resolution of issues Document actions in tickets to effectively communicate detailed technical issues internally and to customers in a clear and concise manner Resolve problems independently and understand the correct escalation procedures Reproduce and debug customer-reported problems in a test/UAT environment, as necessary, work with engineering and development teams to resolve issues Document issues in knowledgebase article for both internal and external customer-facing solutions Leverage and interpret ELK logs to assist in diagnosing and troubleshooting technical issues Meet key metrics and respond in a timely manner within documented SLA to support customer issues and inquiries Recommend procedure modifications and identify feedback into the continuous improvement process on customer-reported product problems Required to participate in daily support capacity as well as weekend on-call rotation Some holiday coverage may be required **Qualifications:** **Basic Qualifications** - Bachelor's degree in Computer Science or related fields, or equivalent work experience - At least five years of work experience in Application Development/IT Systems Testing, and team leadership **Required Experience** **** **Bachelors degree in Information Technology, Computer Science or related field or** **equivalent experience** ** 2 5 years customer support experience for software applications; 2 years with multi-tiered** **application support experience** ** Excellent customer service skills** ** Strong analytical capabilities and problem-solving skills** ** Strong written and verbal communication skills with experience communicating at all levels** **of organization** ** Deadline and detail oriented** ** Organizational skills to balance and prioritize work** **Additional Preferred Skills, Abilities and Background** ** Working knowledge of IT Service Management software like ServiceNow or HP Service** **Manager** ** Familiar with ELK/Splunk log monitoring tools** ** Knowledge of SOAP/REST APIs, Apigee a plus** **Job:** Information Technology **Primary Location:** Minnesota-MN-Richfield **Shift:** 1st - Daytime **Average Hours Per Week:** 40 **Requisition ID:** 190029261 **Other Locations:** IL-IL-Chicago U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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Posted: 2019-10-31 Expires: 2019-11-30

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Application Support Engineer

U.S. Bank
Richfield, MN 55423

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