Tier II Technical Support Specialist

PURPOSE

 

Provide Tier II Help Desk support to Newmont employees and system administrators; this includes issues management, daily operations support and project support. Serve as the subject matter expert on all technical aspects of system capabilities for Learning Management System and Human Capital application, as well as data and Newmont technology process and standards as it relates to the PDC.  This position will support designated regions to be identified as part of the interview process and is intended to align with the time zones for those regions.

 

ESSENTIAL DUTIES

 

Assist employees with the usage of the application; either due to problems with the application or lack of knowledge on how to use the application.

Assist administrators with the usage of the application; build PDC knowledge of administrators through interactions.

Resolve Tier I1 employee and administrator issues that are related to data, business process and/or internal to Newmont or Tier I provider.

Identify, test and document software problems for escalation to Tier III.

Provide recommendations and configure the system based on provided business requirements.

Design, configure and provides ad hoc reporting.

Identify and recommend configurations and enhancements to achieve greater business value from the application. Keep abreast of application enhancements and releases.

Provide expertise with regard to data standards as it relates to the application.

Provide technical documentation to support documentation and delivery of training; deliver training to PDC Administers as requested.

Serve as technical expert on system projects including system upgrades, new functionality, integration with additional applications/vendors, and interfaces with other systems/software.

Coordinate data uploads and interfaces between systems.

Coordinate and perform application deployment planning and execution for all functionality rollouts, bug fixes, patches and system upgrades.

Coordinate and perform application test planning, script writing and execution for functionality rollouts, bug fixes, patches and system upgrades.

Manage issues and risks associated with the Learning Management System and Human Capital application.

 

The above duties and responsibilities are representative of the nature and level of work assigned and are not necessarily all-inclusive.

 

TRAINING AND EXPERIENCE

 

B.S. or B.A. in Business, Computer Science or related field, plus 5 years experience of extensive software implementation and support experience.

Must exhibit outstanding verbal and written communication skills, as well as organizational skills , and deductive reasoning skills.

Knowledge of software development life cycle.

Experience in working with the Learning Management Systems and Human Capital Management systems desired.

Knowledge of Crystal Reports, and data warehouse configurations.

Proven proficiency in Microsoft Office Suite including Visio, and ERP applications.

 

WORKING CONDITIONS

 

Flexible hours to provide support to North America, South America, and Africa.

Willingness to carry a pager and to respond to critical system issues during off-hours.

Able to function independently with minimal oversight and direction.

Position may be required to travel to, and assist other domestic and international sites (10%-20%).

May be required to support users in English and Spanish.