Application Support Specialist I

Columbia, SC

Application Support Specialist I

Category: Service Desk / End User Services

Main location: United States, South Carolina, Columbia

Alternate Location(s): United States, Alabama, Troy

Position ID: J0524-0095

Employment Type: Full Time

Position Description:

CGI has an immediate need for Application Support Specialist I to join our team in Troy, AL or Columbia, SC. This is an exciting opportunity to work in a fast-paced team environment supporting one of the largest leaders in the secondary mortgage industry. We take an innovative approach to supporting our client, working side-by-side in an agile environment using emerging technologies.

This position is based in either Troy, AL or Columbia, SC or anywhere in the US where CGI has an office in Central/ Eastern Time Zones.

• We partner with 15 of the top 20 banks globally, and our top 10 banking clients have worked with us for an average of 26 years!

• We have over 92,000+ CGI Members in 40 countries and over 5k+ loyal Clients who are leveraging our end-to-end services across the globe

Description

We are seeking Application Support Specialists to oversee ticket management and resolution within a non-stop operational setting, available 24/7/365. Our specialists are expected to utilize a repository of knowledge articles and established best practices to resolve issues or, when necessary, escalate them to advanced support teams for issues beyond the scope of standard procedures. Additionally, our team members are proactive in addressing requests and aiding in the execution of changes and tasks, following detailed guidance to ensure accurate implementation.

The role involves consistent daily activities, such as executing pre-planned actions or responding to automated notifications to sustain the functionality of applications or platforms, with a focus on maintaining the integrity of the production environment and striving for excellence in secondary environments. Responsibilities encompass, but are not limited to:

  • Diagnosing and resolving operational interruptions

  • Rectifying software defects

  • Recording and tracking application performance metrics

  • Collaborating with teams overseeing technology and infrastructure

Our Application Support Specialists must comply with stringent SLAs for response times and resolutions, exhibit proficiency in technical documentation for the steps taken during resolution and triage, and actively engage in identifying and facilitating the adoption of automation and enhancements to our services. The ideal candidate will possess a blend of technical acumen and analytical prowess, coupled with a commitment to continuous improvement and optimization of support processes.

Your future duties and responsibilities:

• Oversee the resolution of tickets around-the-clock, utilizing a knowledge base and established best practices.

• Participate in the Operations team's activities, including implementing changes, executing runbooks, processing IT service requests, and resolving issues across a variety of platforms and applications.

• Monitor application and infrastructure health, actively seeking out potential issues related to hardware, software, and the environment.

• Analyze data across various protocols such as web, database, and storage, and manage supporting infrastructure components like DNS, LDAP, SSL, SMTP, and FTP, among others.

• Guide and influence technical discussions with other teams, clearly communicating troubleshooting methodologies.

• Facilitate necessary escalations to both functional and managerial levels in accordance with company standards and protocols.

• Proactively address issues that may adversely affect production operations, contribute to post-incident reviews, and support initiatives aimed at operational enhancement.

• Implement process improvements and changes as directed by management, undertake new tasks, generate reports, and respond to ad-hoc queries.

• Carry out additional responsibilities as needed.

Required qualifications to be successful in this role:

• A minimum of 1 year's experience with AWS, Oracle, Autosys, and ServiceNow platforms.

• Exceptional communication abilities, both in writing and speaking.

• Outstanding organizational skills, coupled with a high level of communication proficiency.

• A keen eye for detail and a strong inclination towards meticulousness.

• Proven conflict resolution skills with the ability to navigate challenging situations effectively.

• Proficient in analyzing data from dashboards and various reporting tools to discern trends and patterns affecting application performance.

• Familiarity with personal computer operation and associated software (e.g., Microsoft Outlook, web browsers, SharePoint, Microsoft Office Suite).

• Foundational understanding of IT Infrastructure Library (ITIL) principles.

• Adaptability to thrive in dynamic, high-velocity work settings.

• Competence in managing substantial workloads with high efficiency.

• Experience working within environments governed by strict Service Level Agreements (SLAs).

• Detail-oriented with a focus on precision in all tasks.

• Adherence to stringent client-specific protocols and guidelines.

• Professional demeanor during all client interactions, ensuring a high standard of service.

• Autonomous work capability, as well as effective collaboration within team settings.

• A proactive and positive approach to foster an excellent client experience and deliver quality outcomes.

• Initiative in problem-solving, with a forward-thinking mindset to preemptively address issues.

• Commitment to personal growth and enhancement of job-related competencies.

• Willingness to undertake additional responsibilities as needed.

Education:

• ​Associate degree. Bachelor’s degree can be substituted for the 1 year of IT support or call center experience.

• One (1) year experience in IT support or call center support may be substituted for the Associates Degree​​​​​​​​​​

#LI-LB3

#DICE

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $53,100.00 - $130,600.00.

At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:

• Competitive base salaries

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

• 401(k) Plan and Profit Participation for eligible members

• Generous holidays, vacation, and sick leave plans

• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment.

• Back-up childcare, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more.

**CGI anticipates accepting applications for this position through June 14th, 2024.

Skills:

  • Analytical Thinking

  • AutoSys

  • Oracle

  • ServiceNow

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.