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Global Application Support Specialist – Costa Rica



The Global Application Support Specialist will be responsible for providing 8×5 second-level support of a particular suite of McKinsey applications. S/he will be responsible for monitoring and managing the support request queue and providing resolution of incoming requests well within the defined SLA. S/he will work with advanced technical support and development teams on the resolution of escalated requests as appropriate.
Detailed Description
  • Monitor and manage the support request queue
  • Provide high-quality solutions to user requests through troubleshooting and resolving first- and second-level technical and functional issues by leveraging defined support procedures, displaying a strong understanding of the related business processes, and exhibiting exceptional service attitude
  • Provide the primary point of contact for application users for their requests until the final resolution is achieved
  • Involve other IT teams for quick and effective resolution of issues as required
  • Provide technical input to application issues whenever required
  • Identify and pursue improvement and automation opportunities within the applications and support processes
  • Act as a subject matter expert of the applications supported and related business processes
  • Contribute to knowledge building of the team by finding and documenting best practices
Desired Skills
  • Basic understanding of ITIL concepts, SDLC, RDBMS, and programming concepts
  • Hands-on experience of SQL and MS-Excel
  • Technical & Functional knowledge on Oracle EBS & OBIEE reporting development. Plus to have Oracle HR API usage
  • Worked on PL/SQL development
  • Exposure to ETL with DAC or Informatica
  • Knowledge of the following application development technologies is preferred: HTML, Java/Javascript, Drupal, PERL, Lotus Notes, Tivoli Identity Manager
  • Exposure to Application Manual Testing     
  • Strong ability to investigate problems and identify solutions in an efficient, creative, and timely manner
  • Strong English communication skills, both verbally and in writing
  • Effective team collaboration skills even in a global virtual team setup
  • Exceptional service attitude and the willingness to go the extra mile to deliver exceptional service
  • Working closely together with development teams in testing new applications, improvements or new releases
  • Strong process management background and interest in developing and optimizing processes
         To find out more information abut the role and to apply, please click here

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