Application Support Engineer

| Chicago | Hybrid
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Application Support Engineer
222 W Adams St, 11th Floor
Chicago, Illinois, 60606
United States

West Monroe isn’t a start-up firm, but we act like one.

From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better.

If you are looking to be a “behind the scenes” technologist, this isn’t the place for you. We celebrate driven professionals who thrive in a collaborative environment. We are a team of enthusiasts always focused on improving our execution and our performance. Sound interesting? Then West Monroe Partners just might be the place for you.

Think you’re up to the challenge?
West Monroe Partners is looking to hire an Application Operations Engineer to work on internal IT applications in our Chicago, IL office. This person will need to demonstrate an understanding of IT application operations, including QA/testing, change management, system administration, monitoring, and second-level support. Candidates will work collaboratively with developers, other IT staff, and business stakeholders to setup, deploy, manage, and support applications in production.

Areas of Responsibility
* Build deep knowledge of Kimble products and become a subject matter expert.
* Manage the production instances of business applications for West Monroe Partners, cloud SaaS services (e.g. Salesforce, Concur, Power BI, Kimble).
* Meet with business and technology stakeholders to determine systemic requirements for applications and design production infrastructures and test plans to ensure they are met
* Provide Level 2 support and fulfillment of service requests for applications, acting as the primary escalation point for the Service Desk and NOC
* Collaborate with Product Management, development teams, product vendors, and other IT staff on application development, enhancement, operations, and support
* Perform administration and configuration of applications, including infrastructure configuration and scaling, monitoring, license management, and access audits
* Participate in efforts to develop and execute testing, training, and documentation
* Develop and maintain operating procedures and support documentation for applications
* Follow all ITIL-based standard operating procedures (SOP) and maintain updated ticketing for events, incidents, requests, changes, problems, etc.
* Proactively engage on continuous improvement efforts for application design, support, and operations
* Provide technical assistance and end user troubleshooting for bug fixes, enhancements, and “how-to” assistance

Qualifications
* 4+ years Customer Support or Technical Support experience for SaaS based solutions
* Excellent organizational, verbal and written communication skills
* Experience deploying and operating IT applications in virtualized and cloud environments
* Experience with IT Service Management and DevOps concepts and methodologies
* Practical knowledge and experience managing enterprise applications
* Understanding of primary distributed application and data center concepts
* Ability to define application monitoring requirements and implement protocols for handling alerts
* Ability to engage Level 1 teams (Service Desk and NOC) to support applications
* Ability to define systemic requirements for applications to ensure maintainability and perform acceptance testing
* Experience diagnosing and resolving errors in complex, distributed applications with multiple nodes and integration points
* Knowledge of general software development process

West Monroe Partners is an Equal Employment Opportunity Employer -
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • AccessDatabases

Location

Chicago is our headquarters, our largest office, and where it all started. Located in the Loop, you’ll find representation across all practices and industries. As our first office, Chicago remains one of the firm’s main hubs for technology and innovation, relying on top talent from the area.

An Insider's view of West Monroe

How does your team reward individual success?

We have this incredible platform called SHOUTOUT, where employees can showcase the great work they have done or worked on with a team. I love it because we can see all the kudos people give each other, and it makes me so happy!

Britt

Employer Brand Specialist

How do you collaborate with other teams in the company?

West Monroe's collaborative culture allows you to grow professionally by working across practices, industries and offices - all while creating value for the client.

Kirsten

Director, Mergers & Acquisitions

What makes someone successful on your team?

If you refuse to shy away from a challenge and enjoy working with an intelligent group of people that genuinely care about those around them, your success will be imminent at West Monroe.

Adam

Senior Manager, Technology

What are West Monroe Perks + Benefits

West Monroe Benefits Overview

Choosing where to build your career is an important decision. Should you choose to build it with West Monroe, we take that commitment seriously.

We believe that when people get the support they need to thrive, they care more, do more, and achieve more. In fact, that’s our whole business strategy. So we strive to provide a total rewards model that illustrates our commitment to our people and their growth, creating value today, tomorrow, and well into the future. We invest in you through an attractive package of rewards that promotes your health and well-being, your financial future, your development, and your satisfaction and enjoyment at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
West Monroe has six ERGs: Black Employee Network, Interfaith, Pan-Asian Network, SOMOS, WMPride, and Women's Leadership Network.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications

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