Application Administrator

Application Administrator

Requirements

• Bachelor’s degree or equivalent work experience.
• Roughly 3-5 years of technical customer service support experience dedicated to managing pre-launch and post-launch programs across multiple regions.
• Excellent troubleshooting skills with a strong attention to detail and problem resolution.
• Strong written and verbal communication and interpersonal skills required to successfully engage with stakeholders at multiple levels of the organization.
• Savvy customer service approach to engagement across multiple levels of the organization.
• Knowledge of MS Teams and Suite, MS Word, and Excel.

Responsibilities

• Assist in developing and managing the Hypercare strategy and approach to multiple project launches involving a multitude of donor centers.
• Manage tasks and follow up on tickets submitted to IT by the centers to quickly identify solutions and establish standard processes for streamlining the flow of ticket resolution.
• Work with IT on ensuring necessary data is provided to manage proper reporting metrics.
• Follow established customer service approach to managing solution timelines.
• Prioritize key defects and problems that need to be resolved, and escalate Hypercare issues in accordance with established governance structure.
• Assist internal Business Units during IT launches in the centers on troubleshooting issues related to the application process.
• Ensure institutionalization of a Hypercare process and playbook standards for all aspects of planning, execution, and stabilization periods.
• Identify opportunities to streamline Hypercare, share best practices with peers and leaders and implement continuous improvement actions on a regular basis.

Preferred Qualifications

• Experience in project management along with top-notch organizational skills preferred.