Purpose of Position

The Application Support Specialist, Senior will greatly contribute to the technical execution and support within our IT support teams. Regarded as a highly respected team, the Application Support Team is a trusted partner and resolver within our support organization. This position will contribute greatly in the continuous improvement of the team's high level execution and partnership within the NetJets IT organization.

Tasks and Responsibilities

• Provide high execution and resolution of all technical work completed within the Application Support Team. This includes incidents (standard & Major), requests, problems, case studies, etc.
• Be a subject matter expert and participate in Major Incident (P1, P2) identification, escalation and resolution
• Assist in the identification, development, and maintainence of technical process and procedures
• Identify, develop, and update Application Support Team knowledge documentation
• Be a subjest matter expert in the execution of case studies
• Represent the Application Support Team in daily CAB meetings
• Contribute in project management meetings and ongoing planned efforts
• Build and strengthen professional relationships and partnerships with the NetJets IT and business organizations
• Partnership with Service Desk leadership to identify and grow Service Desk scope and first touch resolutions
• Participate in weekly meetings and daily stand ups.
• Participate in the team's on-call schedule and rotation

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• Proficient in executing technical support, process, triage, resolution and escalations.
• Experience in triaging and supporting Major Incidents (Urgent/High).
• Subject Matter Expert in a specified group of systems & applications. Knowledge of all other common systems & applictions used within the organization.
• Proficient analytical and problem-solving skills.
• Experience improving process and procedures and knowledge documentation.
• Ability to remain poised during difficult situations and progress issue, conversations and next steps in the proper manner.
• Demonstrated experience in developing requirements and identifying current state related to incidents, requests, and projects.
• Ability to drive partnerships, realtionships, and communications within a diverse work environmen