Application Support Specialist

Job Description

Salary:

Job Summary:

We are seeking an experienced Application Support Specialist to join our IT team. The ideal candidate will be responsible for providing day-to-day production support for critical business applications, with a focus on Siebel CRM, OBIEE, and Informatica platforms. The role involves ticket triage, managing incidents, performing root cause analysis, executing application deployments, and ensuring system stability and performance.

Must live in proximity to Rockville, MD.Key Responsibilities:

Ticket Triage and Management:

Monitor and manage support tickets through the incident management system (e.g., ServiceNow, Jira).

Prioritize and categorize tickets to ensure timely resolution based on SLAs.

Escalate unresolved issues to development or infrastructure teams as needed.

Production Support & Incident Resolution:

Provide Level 2/3 support for Siebel CRM, OBIEE, and Informatica platforms.

Troubleshoot application and data issues, perform root cause analysis, and implement preventive measures.

Respond to system outages, perform impact analysis, and communicate status to stakeholders.

Deployments & Release Management:

Coordinate and execute deployments of application changes in production and non-production environments.

Support change management processes including documentation, validation, and rollback planning.

Collaborate with QA, Development, and Infrastructure teams to ensure smooth release cycles.

Monitoring & Performance Tuning:

Monitor system health and performance using appropriate tools.

Analyze logs and metrics to proactively identify and resolve potential issues.

Documentation & Reporting:

Maintain runbooks, SOPs, and knowledge base articles for recurring issues and standard procedures.

Generate regular reports on incident trends, application uptime, and system performance.Required Skills & Experience:

3+ years of hands-on experience in application support or related role.

Proficient in Siebel CRM (workflow, EAI, configuration), OBIEE (dashboards, RPD, BI Publisher), and Informatica PowerCenter.

Experience with SQL and relational databases (Oracle preferred).

Strong troubleshooting, problem-solving, and analytical skills.

Familiarity with ITIL processes and tools (e.g., ServiceNow, Remedy).

Knowledge of deployment automation and scripting is a plus (e.g., Shell, Python).Preferred Qualifications:

Bachelors degree in Computer Science, Information Systems, or a related field.

Siebel/OBIEE/Informatica certifications are a plus.

Experience working in 24/7 support environments or with on-call rotation.Soft Skills:

Excellent communication and interpersonal skills.

Ability to work under pressure and manage multiple priorities.

Strong customer service orientation and attention to detail.

Full-time