Job Summary

The resource will act as the primary liaison between business application owners, IT teams, software vendors, infrastructure teams, and security teams. The role will ensure that applications remain stable, secure, compliant, and aligned with business requirements.

The application portfolio may include platforms such as:

• OneTrust
• Jetty-based applications
• CRAFT AMS
• Optimizely, formerly Episerver
• Other commercial off-the-shelf, SaaS, web-based, and internally hosted applications

Key Responsibilities

Application Administration and Configuration

• Provide day-to-day administration and technical support for assigned business applications.
• Implement configuration changes based on approved business requirements.
• Manage application settings, workflows, forms, templates, business rules, notifications, and user preferences.
• Support user access provisioning, role configuration, permission management, and periodic access reviews.
• Maintain application environments, including development, test, staging, and production, where applicable.
• Ensure configuration changes are properly documented, tested, approved, and deployed through established change-management processes.

Key Responsibilities

1. To monitor and track tickets/change requests and manage SLAs.
2. To work towards continuous improvement , perform root cause analysis and act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity

Skill Requirements

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Other Requirements

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