Application End-User Support Job at Fortive

Fortive is hiring for the role of Application End-User Support

Responsibilities of the Candidate:

• Manages users in various applications, including Atlassian Admin, Bitbucket, Solidworks, Cadence, and Vivado. Establishes details to ensure proper assignment of Roles, Permissions, and Licenses. 
• Supports users in proper setup and management of their spaces in Confluence.
• Supports R&D leads in the configuration and administration of Jira Projects and Workflows.
• Supports general administration of Atlassian solutions, Solidworks, Vivado, Cadence, and other R&D applications. 
• Reviews application error logs to identify issues. Clearly raises issues to appropriate team members for resolution.
• Monitors and assigns incidents and service request tickets from end users for resolution.
• Works with the end user to ensure a full understanding of the incident or request reported, including review of screenshots, reproducing the issue, reviewing error logs, and troubleshooting 
• Sets clear expectations with the end user and provides frequent updates on status and next steps.
• Diagnoses, clearly documents, and resolves user incidents and requests.
• Opens, tracks, and manages support requests with other internal IT teams (Infrastructure, Networking, etc) and external vendors as needed to resolve user requests or issues.
• Establishes and maintains knowledge articles to continuously improve our support processes and capabilities.
• Identifies trends in incidents or requests that present opportunities for us to improve the overall user experience through system enhancements or ticketing automation.
• Works collaboratively across our IT team to get support (from peers or escalations) and offer support when others need it.
• Supports ASP’s mission of protecting patients in their most critical moments by ensuring our business users are set up for success in our R&D, CRM, QMS, and PLM systems – which our users depend on every day to support this mission.
• Responsible for communicating business-related issues or opportunities to the next management level
• Performs other duties assigned as needed

Requirements: 

• High School or Equivalent
• At least 1 year’s experience in application administration with demonstrated capability in managing users and end-user requests and incidents to resolution
• Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus
• Specific experience with the administration of Solidworks, Cadence, or Vivado is a plus
• Excellent communication and presentation skills
• Adaptable, Self-driven continuous learner
• Clear, concise, and complete documentation (e.g. user updates on ticket status)
• Experienced and proficient with the ServiceNow incident/request system a plus
• Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus
• Specific experience with the administration of Solidworks, Cadence, or Vivado is a plus