App Dev & Support Engineer II

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Why Conduent: You’ll have an opportunity to work on innovative technology while being surrounded by a culture that recognizes each person’s contributions. Each day you’ll feel challenged and know you are making a difference. At Conduent, we believe everything touches everything -and to that end we value our work and each other in the process, making it an award winning place to work. In 2021, we won Best Places To Work, Best Global Culture and Best HR Team. You have an opportunity to personally and professionally thrive, make a difference, and be part of a culture where individuality and participation is valued. As an Application Support Engineer (SQL), you will oversee the installation and maintenance of software applications in order to streamline business operations. Their duties include optimizing software application performance, installing updates, and performing debugging procedures. You will be providing customer satisfaction by providing timely and knowledgeable response to clients’ highly complex technical product problems and concerns. Maintaining the CITADEL production environment and ensuring the highest possible uptime. Deploying regular CITADEL updates in accordance with the schedule determined by the Manager, to ensure all clients receive the most up-to-date version of CITADEL as possible. We need someone who can: Manage and monitor client data transfers (including EDI files); resolves EDI processing errors. Perform analysis and manipulation of data requiring creation of custom queries and processes. Respond to and resolve technical issues related to configuration and operation of Citadel; escalates issues to other departments as appropriate. Analyzes problems using problem solving methodology skills to determine root cause. Proactively keeps management informed of critical customer issues/concerns. Track client communications and issue-related research within company CRM software. Ensure status of all support-related CRM cases is kept up to date. Provide clear, concise, and frequent communications with stakeholders regarding their technical support issues. Contribute to the knowledge base and actively uses the existing documentation in resolving support incidents. Perform and documents after-hours and weekend software upgrades. Periodically serves as primary Technical Services after-hours contact for 24/7 Support clients Provide support, demonstrations, and training of targeted Citadel modules based on demonstrated expertise. Perform User Acceptance Tests prior to deployment of targeted Citadel modules. Lead structured problem-solving teams and applies statistical and other problem-solving tools. Create and use custom tools (programs and scripts). Act as a Subject Matter Expert relative to the Citadel software, the Technical Services infrastructure, as well as to the environments of our company’s ASP and external clients and to that of Workers Compensation as a whole. Maintain the knowledge base. Work on tasks and projects assigned by the Manager of Technical Services. Basic Qualifications for Consideration: Minimum of 2-3 years’ experience in the software industry Strong experience with MS SQL Server Management Studio. Ability to query and update tables for troubleshooting. Prior experience working with external customers (in person, phone and email) Demonstrated ability to problem-solve complex technical issues. Attention to detail in logging and tracking all reported issues into database. Demonstrated ability to resolve issues independently. Demonstrated ability to professionally handle difficult customer situations. Previous experience as part of a leading-edge technical support organization. Proven customer service and customer incident management techniques. Demonstrated ability to work well within a technical team requiring coordination with other departments including Account Management, programming. Effective oral, written and presentation skills and the ability to develop long-term business relationships. Demonstrated ability to develop effective working relationships. Good organizational skills and the ability to handle multiple projects and activities with changing priorities simultaneously. Competency to utilize Company software and proficiency in Microsoft software applications and a willingness to learn new systems as necessary. Ability to travel and work as needed to meet Company objectives. Ability to provide 24/7 on-call responsibility shared with other Technical Services Department staff on a rotating basis. Basic accounting skills. Preferred Qualifications for Consideration: Experience with CITADEL software Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the