Overview

Seeking top talent to join our growing ITility team. ITility is seeking an Application Support Engineer team member who can debug and triage issues reported for an Applicant Processing System (APS) web application, Biometric, and other related applications supporting ITility’s contract with the USMEPCOM in North Chicago, IL.

ITility is a Service Disabled Veteran Owned Small Business with a passion to equip our nation’s armed forces and first responders with the very best to empower their missions. From the virtual battlefield to boots on the ground, our people, processes, and performance drive our ability to help our clients protect what matters, now and for generations to come.

At ITility, we help our customers command the future by thinking beyond perceived limits to create new, unexpected ways to protect and defend our nation. We inspire and empower people to create significant solutions that secure what matters to our customers and communities, here and around the globe.

We Value:

• The Drive to Perform Beyond Perceived Limits.
• The Desire to Find Significance in All We Do.
• The Passion and Compassion That Powers Both.

Responsibilities

Responsibilities include: 

• Install, configure and test installation of new and existing client-server software applications to validate software fixes and upgrades.• Document, track, and resolve all assigned Help Desk calls and requests for assistance.• Contribute to and maintain a knowledge base of previous support issues and tickets.• Build and maintain user documentation and procedures.• Assist in the configuration, implementation, monitoring, and support of software/systems that will help ensure compliance with policies and procedures.• Debug and triage issues reported via ServiceNow or emails from end users.• Identify the root cause of the issue by collecting and reviewing related logs from AWS CloudWatch and use other debugging tools.

Qualifications

Basic Qualifications:

• In-depth knowledge of using ServiceNow to support Tier 2 application production support team• Demonstrated strong, comprehensive, and independent problem-solving skills to identify and tackle issues quickly• Advanced skills with the following technologies: MS Office, Office 365, web-based application management, and ServiceNow.• Strong verbal and written communication skills, including the ability to effectively explain technical concepts and issues to non-technical and business audiences.• Ability to interpret customer facing issues into technical triage and reverse engineer the solution.• Debugging user queries and proactively identifying areas for improvements/enhancements.• Proficiency using Atlassian tools (Confluence, Jira) for task tracking and project documentation.• Comfortable developing how-to and other user facing documentation to support the system user base.• Experience with Scrum/Agile development methodologies.• Have or able to obtain Security certification.

Preferred Qualifications:

• Experience in and understanding Cloud technologies (AWS) with some Ruby on Rails programing experience.

• Experience working with Amazon Web Services EC2, S3, VPC, IAM, etc.

• Ability to analyze complex business and software requirements leading to the requirements gathering of application improvements.

* Hands on experience in directory administration (groups, OU, user management, replication)

ITility is an Equal Opportunity Employer

ITility is committed to providing a work environment that is non-discriminatory, harassment free, fair, ethical and inclusive.

ITility is committed to the principle of equal employment opportunity, and complies with all applicable laws which prohibit discrimination and harassment in the workplace. ITility strictly prohibits discrimination or harassment based on race, color, religion, national origin, sex, age, disability or any other characteristic protected by law in all terms, conditions and privileges of employment, including without limitation, recruiting, hiring, assignment, compensation, promotion, discipline and termination. This policy covers conduct occurring at ITility’s offices, client sites, other locations where ITility is providing services, and to all work-related activities.