Waste Management
Job Title
WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. Job Summary
Recognized across the organization for functional expertise. Configures and installs highly complex software and applications for IT users' mobile devices and tablets. Provides technical expertise for software and hardware of end-user computing. Provides technically advanced and in-depth troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution. Provides leadership and direction in developing and implementing Technical Support systems and strategies to achieve business objectives within set deadlines. Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. Processes highly complex help desk tickets passed on from Service Desk. Provides highly complex functional support of applications and software, isolates issues and distributes ticket to the appropriate team for resolution. Isolates highly difficult or significantly ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point. Creates specifications for development fixes and advanced configuration of hardware and software. Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed. Ensures all ticketed items are completed within set timeframes. Creates and updates Support and User Guides. Delivers technically advanced post-development support (including client installations). Leads and implements Technical Support business initiatives in accordance with Senior and Executive Leadership. Presents, communicates, and articulates technically advanced information to all levels of the organization (including technical and non-technical personnel, outside vendors, Senior Leadership and Executive Leadership). Supervisory Responsibilities
May coach or mentor less experienced personnel and act as the team leader on systems projects. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience Education: Bachelors Degree (accredited) in Computer Science, MIS, or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience. Experience: Ten years of relevant work experience required (in addition to education requirement). B. Certificates, Licenses, Registrations or Other Requirements None required. C. Other Knowledge, Skills or Abilities Required Technically advanced or in-depth knowledge or skills in one or more of the following is required: SQL queries and scripting. Document user, support and maintenance procedures. Document standardized communications to users and management. Customer service skills including conflict resolution. Effectively communicate with staff, management, end users, and other customers. Ability to conceptualize end user steps and processes to readily identify the issue/problem. Troubleshooting PC problems and issues. Problem solving and analytical skills. Trains less experienced end users and staff in resolving more complicated PC technical issues and processes. General knowledge of PC systems, hardware and software. Knowledge of Software functionality. ServiceNow Incident Management System (Help Desk System). Hardware and software support of on board computing systems. Knowledge of PC remote access functions and usage. May require technically advanced or in-depth skills in one or more of the following: Various databases, applications, and technologies including but not limited to: Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Normal setting for this job is: office setting and/or landfill/outdoor. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. Job Summary
Recognized across the organization for functional expertise. Configures and installs highly complex software and applications for IT users' mobile devices and tablets. Provides technical expertise for software and hardware of end-user computing. Provides technically advanced and in-depth troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution. Provides leadership and direction in developing and implementing Technical Support systems and strategies to achieve business objectives within set deadlines. Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. Processes highly complex help desk tickets passed on from Service Desk. Provides highly complex functional support of applications and software, isolates issues and distributes ticket to the appropriate team for resolution. Isolates highly difficult or significantly ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point. Creates specifications for development fixes and advanced configuration of hardware and software. Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed. Ensures all ticketed items are completed within set timeframes. Creates and updates Support and User Guides. Delivers technically advanced post-development support (including client installations). Leads and implements Technical Support business initiatives in accordance with Senior and Executive Leadership. Presents, communicates, and articulates technically advanced information to all levels of the organization (including technical and non-technical personnel, outside vendors, Senior Leadership and Executive Leadership). Supervisory Responsibilities
May coach or mentor less experienced personnel and act as the team leader on systems projects. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience Education: Bachelors Degree (accredited) in Computer Science, MIS, or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience. Experience: Ten years of relevant work experience required (in addition to education requirement). B. Certificates, Licenses, Registrations or Other Requirements None required. C. Other Knowledge, Skills or Abilities Required Technically advanced or in-depth knowledge or skills in one or more of the following is required: SQL queries and scripting. Document user, support and maintenance procedures. Document standardized communications to users and management. Customer service skills including conflict resolution. Effectively communicate with staff, management, end users, and other customers. Ability to conceptualize end user steps and processes to readily identify the issue/problem. Troubleshooting PC problems and issues. Problem solving and analytical skills. Trains less experienced end users and staff in resolving more complicated PC technical issues and processes. General knowledge of PC systems, hardware and software. Knowledge of Software functionality. ServiceNow Incident Management System (Help Desk System). Hardware and software support of on board computing systems. Knowledge of PC remote access functions and usage. May require technically advanced or in-depth skills in one or more of the following: Various databases, applications, and technologies including but not limited to: Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Normal setting for this job is: office setting and/or landfill/outdoor. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.