Application Support Engineer

Application Support Engineer

About the Role

Key Responsibilities

• Provide comprehensive support for the IBM Aspera application suite (Shares, Faspex, HSTS, Console) and other corporate integrated file transfer tools.
• Manage and resolve incidents and service requests in ServiceNow, coordinating solutions with relevant teams and vendors.
• Perform application upgrades and configuration changes across development and production environments.
• Collaborate with IT infrastructure teams to ensure seamless integration and support based on established SOPs.
• Log and track support tickets with IBM, ensuring timely resolution and effective communication.
• Continuously review, update, and maintain server and application documentation to ensure accuracy and completeness.
• Develop and present usage reports to IT Management, providing insights and recommendations for improvement.
• Coordinate with Security and other infrastructure teams to implement and maintain security and access controls, including Single Sign-On (SAML), PKI, firewall policies, and VIP/Load Balancing setups.
• Lead and contribute to application improvement projects and initiatives, focusing on functionality enhancements and strategic changes.
• Implement and coordinate automation of provisioning processes to end-users, particularly through ServiceNow integration.
• Interact with user group representatives to gather feedback on the service and identify opportunities for improvement.
• Provide 3rd line end-user support on the transfer client application, supporting both KLA and non-KLA users.
• Document work logs in ServiceNow, ensuring detailed and accurate records of all activities.
• Update SOPs for Helpdesk and local IT teams as required, maintaining up-to-date documentation.
• Keep end-user documentation current and accessible, providing clear and concise instructions.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7+ years of relevant experience in application support, with a focus on file transfer tools and technologies.
• Strong experience with IBM Aspera (Shares, Faspex, HSTS, Console) or similar corporate integrated file transfer tools.
• Solid understanding of security protocols and access controls, including Single Sign-On (SAML), PKI, firewall policies, and VIP/Load Balancing setups.
• Experience with ServiceNow for incident and service request management.
• Proficiency in application upgrades, configuration changes, and troubleshooting in both development and production environments.
• Familiarity with Windows transfer agent and local security policies; MacOS and Linux knowledge is a plus.
• Experience with automated user provisioning and SOP documentation.
• Excellent problem-solving skills and the ability to work independently and as part of a team.
• Strong communication and interpersonal skills, with the ability to effectively interact with technical and non-technical stakeholders.
• Experience with tools development and software engineering principles.