at CDW LLC in Vernon Hills, Illinois, United States
Job Description
CDW LLC seeks a Sr. Support Analyst II – Infrastructure and Applications to perform the following duties:
- Serve as the primary interface between internal/external customers and the application development staff to facilitate the review and resolution of complex and large-scale application issues.
- Manage internal technical team projects for the Enterprise Infrastructure and Applications (EI&A) Application Administration and Support team.
- Analyze and resolve technical application issues and identify the appropriate IT Operations and Development staff to implement resolutions.
- Ensure all phases of Application Support are properly coordinated, measured, and conducted at a high-level of quality and efficiency.
- Serve as a subject matter expert on various software applications for CDW including but not limited to Changepoint, PeopleSoft Financials, PeopleSoft HCM, ServiceNow, Wiki Media, Adobe products and other third-party enterprise applications.
- Lead internal IT projects to resolve high-level application incidents and service requests in a quick and efficient manner.
- Troubleshoot and lead team through complex and large-scale software application issues and file errors.
- Ensure departmental incidents and service requests are kept up to date and stakeholders are informed of status.
- Serve as the point of contact for emergency application issues to ensure timely communication and resolution.
- Lead analysis and resolution of business needs related to application issues.
- Facilitate application support request review meetings with team members, clear any roadblocks, and escalate issues preventing the resolution of application errors to management to ensure SLA targets are met.
- Assist and back up the Scrum Master assigned by the PMO.
- Identify and recommend ways to streamline application support services processes and improve efficiency.
- Oversee and lead training and onboarding of new coworkers in the department.
- Draw appropraite resources together to address technical issues and escalate to appropriate IT and business groups as necessary.
- Manage request or incident escalations and work with development teams to identify a workaround and with the development scrum master to ensure a permanent fix.
- Work with a variety of technologies and tools including Microsoft and Mac operating systems, ITIL tools such as ServiceNow, PowerBI, Excel and ADO.
- Includes weekend and evening work as needed.
The job is based out of CDW’s Vernon Hills, IL headquarters but the employee may work remotely from anywhere in the U.S.
To apply, please send resume to jobapplicants@cdw.com. Please reference job title when applying.
