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Overview
The Department of Global Pediatric Medicine (GPM) is a growing department looking for professionals who are eager to help implement the St. Jude Global (SJG) mission by training the clinical workforce, developing and strengthening health systems and patient-centered initiatives, and advancing knowledge to sustain continuous improvement through research.
Responsibilities
Sr. Application Support Engineer will be responsible for
Providing technical support, technical assistance, troubleshoot issues to enhance GPM employees and Global audience experience.
Proactively identifying customer pain points and opportunities for software-driven enhancements, as well as identify gaps in training or processes.
Troubleshooting issues in our various software solutions, including web applications developer tools, API calls, backend services, database queries, scripts.
Developing and maintaining a knowledge base of best practices and processes.
Developing, maintaining, and communicating training materials for mission critical software applications.
Maintaining relationships with cross-functional team members and vendors for the purpose of proactively identify, communicating, and resolving customer-impacting application issues.
Working with internal user groups to understand and improve customer-facing support processes.
Writing and maintaining support procedures and documentation.
Skills and Abilities:
Strong technical aptitude and proficiency in troubleshooting software applications and systems.
Strong problem-solving skills and the ability to think critically and analytically.
Strong technical aptitude and proficiency in troubleshooting software applications and systems.
Excellent communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical audiences.
Strong problem-solving skills and the ability to think critically and analytically.
Experience with common ITSM ticketing systems and customer relationship management (CRM) software
Familiarity with programming languages, databases, and web technologies is a plus.
Familiar with Identity and Access management tools Customer-focused mindset with a passion for delivering exceptional service and support.
All candidates must submit a cover letter to be considered for the position.
Minimum Education
Bachelor's degree in computer science, Engineering, Information Technology, or a related field is required.
Master's degree preferred.
Experience people management preferred.
Minimum Experience:
Experience supporting IT infrastructure and service delivery preferred. In lieu of Bachelor's degree, this position is required to have a minimum of 4 years of experience with an Associate's degree and a minimum of 8 years of experience with a high school degree.
5+ years' experience working with Software as a Service (SaaS) and/or Platform as a Service (PaaS) is preferred.
Demonstrated understanding of ITIL Foundational processes for incident, change and problem management is preferred.
Compensation
In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $78,000 - $139,360 per year for the role of Senior Application Support Engineer.Explore our exceptional benefits!
Diversity, Equity and Inclusion
St. Jude Children's Research Hospital has a diverse, global patient population and workforce, built on the principles of diversity, equity and inclusion. Our founder Danny Thomas envisioned a hospital that would treat children of the world-regardless of race, religion or a family's ability to pay. Learn more about our history and commitment.
Today, we continue the mission to advance cures and means of prevention for pediatric catastrophic diseases through research and treatment. As we accelerate this progress globally, we believe our legacy of diversity, equity and inclusion is foundational to success. With the commitment of leaders at all levels of the organization, we strive to ensure the St. Jude culture, leadership approaches and talent processes are equitable and culturally responsive. View our Diversity, Equity and Inclusion Report to learn about the hospital's roots in diversity, equity and inclusion, where we are today and our aspirations for an even better future.
St. Jude is an Equal Opportunity Employer
No Search Firms
St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.
St. Jude Children's Research Hospital is an Equal Opportunity Employer. St. Jude does not discriminate on the basis of race, national origin, sex, genetic information, sexual orientation, gender identity, transgender status, age, religion, disability, veteran's status or disabled veteran's status with respect to employment opportunities. All qualified applicants will be considered for employment. St. Jude engages in affirmative action to increase employment opportunities for minorities, women, veterans and individuals with disabilities.