We're hiring an Applications Support Specialist!

The Applications Support Specialist role is chiefly focused on the support of operational management applications for back-up and full service child care. The individual will manage a support desk ticketing system and will ensure that outstanding customer service and accurate, complete information is provided to end users that report issues or request assistance. The individual will ensure that support SLAs are met, and that correct escalation paths are followed in the troubleshooting and resolution of all issues.

What you will be doing in this role:

Management of open queue and assignment to support resources

Follow-up on open tickets to meet SLAs, user needs, and to ensure high level of responsiveness/customer service

Coordination of deliverables and management of SLAs with cross-functional teams

Maintain internal knowledge base documentation for support desk staff

Maintain end user facing knowledge base documentation

Contribute substantially to resolution of open tickets and application troubleshooting

Perform regular analysis of support needs to identify areas of targeted training or system development

Perform regular analysis of support process to identify and implement strategies to improve efficiency and effectiveness

Provide phone support during scheduled times for open support line calls for end user questions and requests

Perform daily, weekly, monthly, and quarterly system monitoring tasks

Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs

Additional projects as assigned and needed

Perform and document results of user acceptance testing in advance of software releases

What we hope you bring to the role:

Bachelor's degree, or equivalent experience, in systems management, finance, accounting, or a related field

Strong computer skills which include a proficiency in PowerPoint, Word, Excel, Visio and Access.

The individual must be able to easily adapt to new systems/software/programs and have a track record of working with Proprietary Management Information Systems.

The individual must have excellent written/oral communication and interpersonal skills, a strong customer service philosophy, impeccable organization, attention to detail and follow-up skills.

The ability to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who, thrives in a team environment as well as in an individual setting; and functions effectively under pressure.

The ideal candidate must be highly motivated, results-driven and goal-oriented, someone who is comfortable setting aggressive goals and exceeding them.

Disclaimer - The above statements are intended to describe the general nature of work performed, not an exhaustive list of all essential functions and responsibilities.

This salary range for this role is $55,000 - $65,000.

Compensation Range: 55,000-$65,000 The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors. Life at Bright Horizons:

Our home office employees support all facets of our business - and no matter which department you join, you'll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you'll find traditional perks (health i surance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

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