Job Summary
adjustments, and parameter modifications as per change policies.
Support deployments (Hyperion releases, Planview configuration packages, Vertex tax updates, Qualtrics form/content deployments) under guidance.
Manage service requests such as access provisioning, workflow reruns, data corrections, reprocessing tasks, and environment refreshes with audit traceability.
SRE Ways of Working
Follow runbooks, SOPs, SLO/error budget practices, and stability guardrails.
Contribute to KB articles, runbook refinements, and known‑error entries.
Perform daily system checks (scheduled tasks, integration health, storage capacity, monitoring dashboards, backups, logs).
Tools & Platforms
Experience supporting enterprise COTS and SaaS platforms including Vertex tax systems, Hyperion financial applications, Planview PPM modules, and Qualtrics experience management tools. Strong understanding of workflows, integrations, permissions, and troubleshooting across planning, tax, analytics, and operational platforms. Hands‑on use of vendor portals, SaaS admin consoles, integration monitoring tools, along with productivity tools (Postman, Notepad++, Git).
Mandatory Requirements
2–4 years in application support/maintenance across COTS, SaaS, planning, finance, or workflow‑driven systems. Strong skills in issue debugging, log analysis, SQL basics, configuration validation, and workflow/integration troubleshooting. Experience with change management tools, monitoring dashboards, and ITSM systems (ServiceNow/Jira). Ability to manage L2 & L3 incidents, deployments, configuration updates, and documentation.
Good to Have
Knowledge of scripting for automation, exposure to vendor APIs, experience with Hyperion/Planview governance, basic performance tuning, ETL understanding, and ITIL processes.
Key Responsibilities
KPIs
MTTA/MTTR for L2 & L3 scope, SLA adherence, ticket quality & documentation hygiene, % incidents resolved at L2/L3, and runbook compliance.