Application Support Engineer, Internal Systems


​The Company:
Lanvera is a leading Customer Communications Management (CCM) outsourcing and technology company specializing in the design, production, and multi‐channel delivery of secure customer communications including invoices, statements, tax forms, collection letters, compliance notices, and other business critical documents. With 30 years of experience in CCM, Lanvera has a strong presence in the Financial Services and Insurance industries, and continues to expand into other markets.      

THE POSITION:
The Application Support Engineer is a versatile member of a client technical (DevOps) team supporting custom developed and third-party applications working across the organization to provide exceptional client experience.  This professional has the opportunity to learn the business across the customer lifecycle as Lanvera offers cutting edge digital solutions.  Being aware of key objectives of the business will require strong analytical skills while monitoring events, responding to alerts, and troubleshooting complex systems in a fast-paced environment.  Communication skills are critical while acting as a liaison with Client Support, Infrastructure and Development teams.  

RESPONSIBILITIES:
  • Triage and resolve complex application tickets/issues, including follow through Root Cause Analysis (RCA)
  • Collaborate with other IT teams to speed ticket resolution with focus on adding value wherever possible
  • Troubleshoot client facing issues tied to custom-built and commercial applications
  • Install/upgrade/configure third-party enterprise software
  • Deepen proactive posture around application monitoring and alerting
  • Report on existing and develop additional Key Performance Indicators (KPI’s)
  • Develop automation or process improvements to reduce/eliminate high frequency tickets
  • Engage on application centric projects
  • Clearly communicate status of open issues and projects to stakeholders
  • On-call production support rotation and periodic application maintenance/update duties
  • Follow disciplined Incident, Problem and Change Management procedures
  • Clearly document and diagram multifaceted application systems
  • Make data-driven decisions in a fast-paced environment with competing priorities
  • Participate in 24/7 on call rotation

REQUIRED SKILLS:
  • Bachelor’s Degree in Computer Science or commensurate experience
  • Demonstrable aptitude in analytics, problem-solving and logic
  • Excellent communications skills, both verbal and technical writing/diagramming
  • Highly attentive to customer needs leveraging strong interpersonal skills
  • 2+ years supporting enterprise software applications
  • 2+ years supporting commercial software and IT operations (DevOps experience a plus)
  • 3+ years Microsoft technologies (Windows server, TFS, Visual Studio, Web apps, services, and configurations, PowerShell, MS SQL Server skills, IIS, ODBC, Excel, SSRS, Report design and generation)
  • Knowledge of IT best practices to maintain business critical always-up systems
  • Self-motivated, directed, and passionate about what you do
  • Strong organization and process-oriented skills
  • Ability to manage multiple priorities, commitments, and assignments
  • Ability to work effectively independently and within a team environment

DESIRED SKILLS:
  • SQL queries
  • IIS
  • Quadient Inspire
  • Scripting
  • Office 365
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​​Company Benefits:
Lanvera offers excellent benefits including three weeks of PTO, health insurance, 401K with dollar matching, profit sharing, and long-term disability.

Please send your resume and salary history to Lanvera Careers.

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