Technical Application Support

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Application Support.

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Application Support. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Responsibilities:

• Serve as principal point of contact for both external and internal customers in regards application queries/issues.
• Work closely with implementations and directly with internal and external customers to gain a strong understanding of their processing environment and application configuration.
• Make application configuration changes and enhancements to align to client requirements. 
• Play a key role in reviewing client application and system configurations for accuracy and performance optimization.  
  • Application Monitoring
  • Hotfix/Release upgrade
  • Reporting
  • User Management
• Perform research and problem diagnostics to determine resolutions to reported problems. 
• Provide database queries and diagnostic scripts to gather information for effective analysis.
• Validate issues are resolved to customer satisfaction prior to closing inquiries.
• Provide root-cause analysis for complex issues including action plans to prevent reoccurrence.
• Efficiently and appropriately escalate issues to Tier 2 support team when warranted. 
• Participate in User Acceptance Testing and product documentation review.
• Provide client input to Product Managers, Business Analysts and Programmers regarding product features and enhancements.

Qualifications: