Job type full-time
Full job description
System support specialist
This is not high level technical position
Why join iem?
We are a woman-owned company in emergency management that embraces teamwork, collaboration, flexible performance, actionable solutions and integrity/ethicsOur work touches everyoneWe produce results that matterResults that save lives – join us while we build a safe, secure and resilient world.
Iemers believe in the greater good and it is our commitment to attract those who have excellent technical skills, creative minds and innovative ideas to keep propelling us forward.
Location: remote | anywhere in us (east coast and central time zones highly preferred)
Iem is seeking a system support specialist who is a solution oriented, customer service driven individual that can excel in a fast-paced environmentThis individual will utilize their exceptional listening, critical thinking and communication skills to resolve internal issues.
Knowledge, skills, & abilities:
Customer service focus
Good communication skills
Strong computer skills: office, word, excel
Adaptability and patience
Previous appian platform experience is preferred.
Assist testing team as needed.
Management of jira helpdesk ticketing system.
Create user accounts according to program requirements and management requests.
Respond to customer tickets within defined time parameters.
Prioritize incoming tickets while staying informed of team assignments, requirements, and deadlines.
Ticket research and resolution within the systems.
Be available for phone and video calls as needed for customer support.
Low to mid-level system analysis and corrections within the cloud based appian system.
Distribution of system bug resolution tasks to the development team by assigned program.
Monitor ticket subject issues to assist with system development and upgrades.
Identify program issues and training needs.
Regularly audit user accounts and role access.
Attend daily stand-up and sprint planning meetings.
Attend regularly scheduled program meetings.
Strong knowledge of individual program business processes.
Support the business analysts.
Write development stories within jira to streamline program needs.
Assist with training and documentation.
Complete metrics to report activities to management.
Bachelor`s degree in technical area preferred; equivalent work experience considered
2 years of experience required
Benefits and more:
11 paid holidays
401 (k) plan with matching
Company paid std and ltd