Electrify America is committed to revolutionizing the way people charge. As the country's largest open DC fast charging network, Electrify America is actively contributing to electrifying mobility today and building a more sustainable future.
At Electrify America, we value innovation, collaboration, and a commitment to sustainability. We strive to establish a diverse and inclusive workplace where employees can develop personally and professionally. As a team member at this rapidly growing company, you can work on state-of-the-art technology and join a team making a significant impact in the world. If you're interested in joining a dynamic, innovative company, Electrify America is a place where you can learn, grow, and make a difference!
Role Summary:
ElectrifyAmericaislookingfora Contract ApplicationSupportAnalystwithapassionforquality, troubleshooting, reliability and customer service who will be part of our 24/7 Support team. The Application support Departmentis responsible for our inhousedeveloped coreapplications of theElectrify America/Canada Network Management System and Mobile Applications.
Inthisroleyouwillperformrootcauseanalysis, troubleshooting,documentationand supportourinternal and external customers and be the front line for our internal and external customers for issues and requests.
The Contract ApplicationSupportAnalystwillreport totheApplicationSupportManagerand willworkcloselywith internal and external software developers as well as the Operations team with a goal to efficiently troubleshoot our systems, ensure high uptime, develop new features, improve the current system and accelerate communications and feedback to customers according to an agreed-on implementation plan.
The Contract Application Support Analyst is part of a team responsible for keeping customer-facing systems running seamlesslyandneedstoworkon identifying,troubleshootingand resolvingissuesquicklyand effectively, as proactive as possible.
Thisrole needs tobeabletowork underpressuretroubleshootingandsolvingissues,abilitytofollow technical documentation and have a desire for excellent customer service.
A successful candidate needs to have experience working in a 24/7 support operation and industry best practices/standardsandmust beableto understandcomplexsystemsin ordertosupportmultiplecloudwork streams.
Role Responsibilities:
Mainresponsibility(80%of time)
- Performyour partofateamtoachievesystem uptime.
- Teamplayerina24/7shift andoncall environment
- Performyour part asateamto maintainasetprodenvironment uptimeKPIandresolutionSLA’sin a 24/7 environment.
- Maintainsystemknowledgeandonallnewfeatures,bugsandenhancementstosupportthebusiness with any Production issues
- Identifyandtietogetherbugsacrossmultiple Partners
- Performbuganalysisforand alongsideour Partners
- Performroot-causeanalysisandprovideproperdocumentationforDevelopmentteamto resolve
- Executeandmonitordailyjobs, scripts
- Maintainandupdatesystem configurations
- ResolveissuesperDocumentationorvia workarounds
- FollowtheSLA,escalationandnotification process
- CreateandupdateTicketsforbugsand features
- Keeptheknowledgeflowingintheteamby sharingnew findingsandcreatingdocumentationsand holding knowledge transfer sessions
- Postanalysis,write technicalrequirementsforbugsreportedbyend-usersor Partners
Additionalresponsibilities(20%of time)
- TranslateBusinessrequirementstotechnicalrequirementsfornewfeaturesincollaborationwiththe Product team
- CreateDocumentationfornewfeatures andbugs/Howto documentation
- ProvidetechnicaloverviewofBug’s andfixes totheend users
- Trainendusersandpartnersofnew features
- AssistQualityAssurancedepartmentwithtestingas needed in a 24/7 support operation and industry best practices/standards and must be able to understand complex systems in order to support multiple cloud work streams.
Fully Remote
Primary Location
United States-EA Home Based
Years Of Relevant Experience:
- 2-4yearsofpost-undergradexperience or
- 2-4yearsofexperienceinatechnicalHelpdesk/Applicationsupport/SystemAnalyst role
Education (Required):
Education (Desired):
- TechnicalcertificationinSystemsanalysis,Data baseAdministration, Infrastructure andNetwork
Skills:
- Technologysavvy–skilledinsoftwareandsystems implementations
- Analyticalandconceptualthinking–usinglogicandreason,creativeand strategic
- Integration–joiningpeople,processesand systems
- Communicationskills–Excellent verbalandwrittencommunications skills,written,interpersonaland presenting
- Resultsoriented/Tenacious achievers
- Customerfocusedandphoneetiquettewith customers
- Challengermindsetwithcuriositytobringnewwaystoapproachourbusiness andabilitytoadapttonew technologies and learn quickly
- Problemsolving-Target-oriented,drivenworkstylewithanalyticproblem-solving skills
- UnderstandingofprioritizationofticketsandsenseofurgencyforCritical items
Specialized Skills (Required):
- Abilitytomonitorapplicationperformance, system availability
- Abilitytosolvebugsandimplement workarounds
- Experienceworkingwithcrossfunctional teams ofDevelopers,qualityassuranceandengineers
- WorkingexperienceinterfacingwithAPIsand infrastructure
- WorkingknowledgewithAPI’sviaPostmanor Insomnia
- BasiccloudInfrastructureandNetwork knowledge
- Abilitytoperformsystemanalysisandrootcause analysis
- ExperiencewritingKnowledge documentation
- WorkingknowledgeinConfluenceandJIRA tools
- BasicdatabaseknowledgeofSQLorMongoDB to successfully execute scripts
Specialized Skills (Desired):
- Basicexperiencewithscriptinglanguagessuch as JavaScript, Python, Terraform including writing and understanding code from other programmers
- Knowledgeoftechnologybestpracticesand standards
- ExperiencewithCharging Hardware
- Workingexperienceinlargescaleservice architectures and application stacks
- KnowledgetranslatingBusinessrequirementsto technical requirement
Work Flexibility:
- Travel—DomesticandInternational,approximately 5%
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.