Captive Resources
Enterprise Application Support Specialist
Captive Resources, Itasca, Illinois, United States, 60143
The Enterprise Application Support Specialist plays a critical role in ensuring the stability, functionality, and reliability of enterprise applications, primarily business-critical ERP and CRM systems. This position is responsible for troubleshooting, resolving, and escalating application issues, as well as supporting enhancements and maintenance efforts. Working closely with end-users, technical teams, and vendors, the Enterprise Application Support Specialist ensures that applications meet business requirements while adhering to best practices in performance and security.
ESSENTIAL EDUCATION AND EXPERIENCE:
Bachelor's degree in Computer Science, Information Systems, or a related field preferred, or equivalent experience and at least three (3) years of experience in application support.
SKILLS/COMPETENCIES REQUIREMENTS:
At least 3-5 years of experience in application support, preferably with ERP or CRM systems. Hands-on experience troubleshooting application issues and working with technical teams to resolve them. Strong understanding of ERP and CRM platforms, with SugarCRM experience preferred. Knowledge of incident management, system monitoring tools, and issue resolution workflows. Excellent communication and problem-solving abilities. Strong interpersonal skills with the ability to collaborate effectively across teams. ESSENTIAL DUTIES AND REPONSIBILITIES :
Provide day-to-day support for business-critical ERP and CRM applications, including resolving incidents and addressing user inquiries. Monitor application performance, identify potential issues, and implement solutions to prevent disruptions. Assist with regular system updates, patches, and releases to ensure application reliability and security. Serve as the primary contact for end-user support, troubleshooting issues and providing timely resolutions. Conduct training sessions and create documentation to enhance user proficiency and self-service capabilities. Gather feedback from end-users to identify areas for improvement in application functionality. Work closely with the Enterprise Applications Manager, internal teams, and external vendors to address complex technical challenges and implement solutions. Assist in testing, validating, and deploying new application features and enhancements. Support cross-functional teams in aligning application functionality with business needs. Ensure adherence to service level agreements (SLAs) for application uptime and issue resolution. Document and maintain application workflows, configurations, and support procedures. Contribute to improving application reliability by identifying and addressing recurring issues.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
ESSENTIAL EDUCATION AND EXPERIENCE:
Bachelor's degree in Computer Science, Information Systems, or a related field preferred, or equivalent experience and at least three (3) years of experience in application support.
SKILLS/COMPETENCIES REQUIREMENTS:
At least 3-5 years of experience in application support, preferably with ERP or CRM systems. Hands-on experience troubleshooting application issues and working with technical teams to resolve them. Strong understanding of ERP and CRM platforms, with SugarCRM experience preferred. Knowledge of incident management, system monitoring tools, and issue resolution workflows. Excellent communication and problem-solving abilities. Strong interpersonal skills with the ability to collaborate effectively across teams. ESSENTIAL DUTIES AND REPONSIBILITIES :
Provide day-to-day support for business-critical ERP and CRM applications, including resolving incidents and addressing user inquiries. Monitor application performance, identify potential issues, and implement solutions to prevent disruptions. Assist with regular system updates, patches, and releases to ensure application reliability and security. Serve as the primary contact for end-user support, troubleshooting issues and providing timely resolutions. Conduct training sessions and create documentation to enhance user proficiency and self-service capabilities. Gather feedback from end-users to identify areas for improvement in application functionality. Work closely with the Enterprise Applications Manager, internal teams, and external vendors to address complex technical challenges and implement solutions. Assist in testing, validating, and deploying new application features and enhancements. Support cross-functional teams in aligning application functionality with business needs. Ensure adherence to service level agreements (SLAs) for application uptime and issue resolution. Document and maintain application workflows, configurations, and support procedures. Contribute to improving application reliability by identifying and addressing recurring issues.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.