• Application Support Engineer II

    Job ID
    13372
    Type
    Regular Full-Time
    Company
    Fred Hutchinson Cancer Research Center
    Location
    US-WA-Seattle
    Category
    Information Technology
  • Overview

    Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutch’s pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nation’s first cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.


    The Application Support Engineer will be responsible for the deployment, administration, issue management and vendor management of a variety of purchased and custom built applications in support of CIT, partners and stakeholders. Under direct supervision, the Application Support Engineer II is expected to contribute to the stability, integrity, and efficient operation of applications that support core organizational functions (finance, et al); and complete routine assignments and/or project tasks. The Application Support Engineer II works closely with peers to provide application support for issues, is responsible for monitoring, maintaining, supporting, upgrading and optimizing applications to help identify, resolve, and communicate issues and resolution, assisting in the implementation of project requirements. The engineer works closely with vendors to escalate issues as needed, to ensure successful communication to stakeholders and resolution.


    The Application Support Engineer reports to the IT Service Delivery Manager for SaaS solutions.

    Responsibilities

    • Facilitates and assists in developing, implementing and monitoring standards or best practices that will streamline application reliability across the applications supported
    • Responsible for communicating with end-users and stakeholders with timely updates
    • Engaging and escalating to vendor of application as applicable; continuous monitoring and communication of this process as needed
    • Experience tracking and resolving issues in enterprise ticketing systems
    • Ability to create and document root cause analysis for supported applications and platforms
    • Assists in researching and implementing enhancements that optimize and streamline the application functionality to meet business requirements
    • Builds partnerships and works closely with stakeholders on projects, owns project tasks and assists with technical requirements
    • Manages, analyzes and tracks issues/ technical problems, including diagnosis and root cause analysis, then move quickly to resolve issues, escalating as necessary
    • Knows and understands when to expedite, escalate, engage and redirect issues and situations to other resources/departments
    • Is able to be flexible and adapt to the rapidly changing needs of operations, technologies, teams and the organization
    • Create and completes documentation on time and accurately
    • Respectfully addresses situations or communicates decisions to assure customer concerns or needs are met. Demonstrates professionalism with customers and vendors

    Qualifications

    Minimum qualifications

    • BA/BS Computer Science or related field or equivalent professional experience
    • 3+ years’ experience successfully working in an application support role, system administration or engineer role in a complex environment
    • Strong analytical skills; ability to solve moderate problems
    • Excellent communication skills – both verbal and written
    • Strong facilitation and interpersonal skills
    • Hands-on experience upgrading, deploying and maintaining complex, custom, multi-tiered applications
    • Experience troubleshooting application functionality and performance problems
    • Experience configuring and supporting SaaS Applications
    • Ability to document complex applications and systems
    • Hands-on experience in ticketing systems


    Preferred qualifications

    • Application support in a healthcare and/or medical research environment
    • Issue resolution, escalation and vendor coordination experience
    • Experience building and supporting APIs
    • Light coding/scripting skills

    Our Commitment to Diversity

    We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at escmail@fredhutch.org or by calling 206-667-4700.

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