Perform day-to-day user access management, administration, and configuration management of Mitel’s business applications
Master the end-to-end business processes that leverage business application functionality and data, including integrations
Maintain a productive relationship with both the IT and business teams to keep informed of upcoming roadmap changes, that key support issues are identified and dealt with, and to understand best practices with the business application systems
Preparation and / or update of documentation for new or existing business application processes
Assist in the testing of business applications due to new application releases or changes to the environment that impact the applications (e.
g., integration changes), including documenting the test processes and outcomes .
Conduct train-the-trainer sessions and monitor that best practices are being followed
Provide Level 2 support for users, monitor the support ticketing inbox, answer questions, troubleshoot problems for users, and escalate issues to the appropriate team as required, e.
g., vendors, IT App Integrations Team, etc.
Participates in special projects and other duties as assigned.
3-5 years of experience in a telecommunications or technical setting
Bachelor's Degree - Business or technical discipline required
Excellent verbal and written communication skills
Excellent analytical, problem solving, and multi-tasking skills
Strong computer and technical skills
Ability to work independently and perform against tight deadlines