IT Support Engineer


: $115,490.00 - $170,130.00 /year *

Employment Type

: Full-Time


: Information Technology

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Wolters Kluwer Global Business Services is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and accounting which includes our North American-Accounting Center. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.

The Enterprise Product/Support Specialist is a Business Analyst (BA) role for Wolters Kluwer (WK) Governance, Risk and Compliance (GRC) This role is responsible for working directly with the Customers, Business Stakeholders, the CLS Support Center and Information Technology to facilitate the production support process and contribute to the development of technology solutions for existing and newly released systems (enterprise and customer Internet facing applications). Responsible for conducting analysis on a variety of medium to high level GRC web-based applications or reported issues impacting Oracle's JDE Enterprise One ERP system, ARROW,, the hCue suite (Enterprise, Professional and Mobile),, etc. Responsible for analyzing reported issues escalated via cases, owning the resolution of issues and providing follow-up and status to the Support Center and customers as well as working with various technology resources, creating Work Items (defects), documenting technical briefs, prioritizing defects and attending to triage for issue prioritization.

  • Demonstrates thought leader-level knowledge with, and/or a proven record of success directing efforts in assisting large employers on the performance improvement of their production systems supporting CT business, emphasizing the following areas:
  • Provides Level 2 support to the CLS-Support Center Teams; entails resolving cases and engaging in any follow up.
  • Partner with IT, support, and business teams to resolve production issues which may include researching an application design or workflow, analyzing and debugging, testing a change, and confirming data accuracy
  • Conducts basic analysis on reported issues impacting a variety of GRC web-based applications
  • Creates work items and defect briefs
  • Attends triage for issue and defect prioritization
  • Coordinates the development and release of quality Production Support systems in conjunction with the Team Lead, Business Analyst and Product Owner.
  • Coordinates Support and Development activities with relevant Business Units to ensure consistency of implementations
  • Makes enhancement suggestions and creates clear and concise requirements specifications
  • Resolves issues escalated to Business Enterprise Support Team from the CLS-Support Center
  • Resolves system availability in cooperation with support teams and engineering
  • Develops and maintains knowledge of the department via training and certification initiatives
  • Works closely with various internal IT Teams and/or Technical Services to ensure rapid resolution of all reported issues
  • Performs gap analysis to identify opportunities for process improvement or management control of work flow
  • Deep functional expertise in applications on the CT Platform
  • Identifies and resolves problems which may impact system performance and functionality. Escalates important issues to the attention of Management so that decisions can be made promptly
  • Communicates in written, oral, and presentation formats to best represent and express user and organizational requirements to audiences up to mid-level management
  • Forms productive relationships with internal customers by listening, clarifying, and responding effectively
  • Assists the business in defining scope and priorities for system initiatives (new projects and ongoing maintenance)
  • Work across the GBS organizations including teams responsible for requirements, project and program management, solution architecture, quality assurance, infrastructure and production support
  • Develop, maintain and continuously improve the metrics, SLAs of the environments in which our systems have been deployed
  • Develop and implement mentoring, training, coaching, performance feedback, regular evaluation for associates of the requirements team members
  • Understanding and solving business and technology challenges related to the implementation of CRM technologies,
  • Ensure that standards and guidelines are created for all aspects of systems requirements
  • Ensure that all delivery artifacts are reviewed and are according to the standards and guidelines
  • Ensure that SLAs are being met for services
  • Provide support and maintenance for the services being offered to the business and the environments in which they are offered
  • Maintain comprehensive knowledge of industry standards, methodologies, processes and best practices.
  • Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiative. Communicate Wolters Kluwer competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation.
  • Bachelor's degree in computer science, information sciences, systems analysis, business, or related fields with minimum of 3 years of customer or end user facing experience including OR equivalent work experience
  • Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts in a global technology firm with Minimum:
  • Demonstrated strong customer service skills
  • Sound analytical thinking and problem-solving skills
  • Demonstrated strong written and verbal communications skills
  • Demonstrated organizational, time management and multi-tasking skills
  • Self-Starter
  • Ability to quickly learn existing business processes and combine knowledge from multiple disciplines in order to produce an optimal business solution.
  • Experience working with business owners to understand current processes and to document and prioritize functional requirements specifications, defects, business processes and recommendations.
  • Solid grasp of technical concepts and practices
  • Experience in supporting Enterprise systems, proprietary and customer Web applications
  • Successful background in analysis and problem solving
  • Exposure to major technological change or deployment projects strongly desired
  • Proficient knowledge of business analysis, quality assurance, and workflow tools and/or practices.
  • Experience in requirements elicitation, analysis and documentation
  • Demonstrated ability in data analysis, reporting, statistical analysis, and related tools
  • Must have knowledge of RDBMS technology
  • Must have SQL knowledge and ability to write new queries and modify existing queries
  • Ability to manage and\\or participates in multiple projects\\assignments with medium to high degree of complexity.
  • Strong knowledge of the various supported applications Oracle JDE Enterprise One World ERP, ARROW,, the hCue suite (Enterprise, Professional and Mobile), Crystal Voyager, etc.
  • Utilize Microsoft Office Suite including MS Project and Visio
  • Experience in working with
  • Experience working with TFS (Microsoft Team Foundation Suite) or JIRA
  • Strong follow-up skills
All Locations: USA-NY-New York-Liberty St - provided by Dice
Associated topics: equipment, infrastructure, maintain, maintenance, satcom, server, system engineer, system specialist, system technician, technician * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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