Technical Support Tech II in Seattle, WA at APEX Systems

Date Posted: 5/22/2018

Job Snapshot

Job Description

Job #:  851025

Technical Support Technician II

Seattle, WA
9 month contract – very strong potential to extend!


Job Overview
Technical Support Techs are needed to help with the new processes and implementation of the global rollout of a new case management/application tool. This will be an in-house migration where they will also support the install abroad which will enhance the applications performance abilities. This team is seeking intellectually curious workers who are obsessed with understanding the 'why' behind issues.

Enterprise Risk Management and Compliance (ERMC) will support the tools that ensure an effective compliance program is in place to validate each business has identified their regulatory responsibilities and established effective processes, controls and self-testing to understand current status of compliance and identify gaps. The EMRC Technical Support Specialist should enjoy solving problems, working with customers, have a technical background, and be curious. Problem-solving and analytical skills are used to support application changes, resolve/escalate issues, and streamline processes to increase efficiencies.

Day to Day Responsibilities

  • Triage lower level requests
  • Streamline- setting up user accounts; using SIM system
  • First tier or respondents with application requests
  • Creating & editing system permissions, editing new and existing workflow configurations, fulfilling ERCM data requests, and level 1 triage of 3rd party tool issues to help safeguard Denied Screening Platform
  • Ensure system configurations and changes are done correctly without causing service interruption
  • Quickly take action and escalate system issues to right level of support driving them to achieve SLA
  • Coordinate with stakeholders and higher level support teams across internal and 3rd party tool providers
  • Analyze and ensure that systems are operating as designed
  • Must be able to assess the information obtained and make appropriate decisions
  • Participate in other special projects/assignments as necessary, such as launching new 3rd party tools

Required Skills

  • 3+ years of general technical experience
  • PEGA or Bridger Insight experience or any other case management system experience
  • Broad base of application support experience (this role is largely supporting permissions for users and account management/setup)
  • Database experience, working queries and understanding database applications
  • Strong analysis and troubleshooting to identify root cause
  • Strong multi-tasking skills
  • Must be able to operate with guidance in highly ambiguous situations
  • Demonstrated skill and passion for problem solving and operational excellence
  • Clear and effective communication & documentation skills
  • Ability to work effectively with tight deadlines in a fast-paced environment
  • Proven ability to manage multiple, competing priorities simultaneously

Preferred Skills

  • Knowledge of Denied Party Screening Tools (LexisNexis Bridger preferred)
  • Experience writing database queries
  • Experience working on system issues, user access, and configuration management of workflows
  • Proven ability to analyze and interpret information received
  • Demonstrated research skills
  • Experience working in a highly ambiguous and metrics driven environment
  • Experience handling confidential data
  • Experience with Windows Server operating systems