Applications Support Engineer at American Institute of Certified Public Accountants in Durham, North Carolina

Job Description:

About The Association​

At The Association, our impact is global. We help people build and grow careers that improve their lives, help communities succeed, and help countries build strong economies. Together, we lead the most influential body of professional accountants and shape the future of the global accounting profession.

Summary of Role:

Key subject matter expert in the day-to-day support, maintenance, deployment, and enhancement of commercial and custom/proprietary developed enterprise-level software applications. Partners with multiple support teams to accurately troubleshoot, diagnose, and resolve customer issues or requests. Serve as an internal expert in assigned technology products and analyze, design, program, debug, and modify complex software enhancement features and/or new software products. Independently solve complex problems and debug difficult issues using a broad knowledge of skills and techniques. Actively participate in technical meetings, code reviews and provide guidance and recommendations as needed along with the capability of continuous service improvement. Assists with implementing best practices for enterprise applications support and management for production and non-production environments and ensures customer service, innovation and security are integrated within the culture of the Enterprise Applications team. 

Accountabilities & Responsibilities:

• Analyze, research, design, program, debug and modify software products and applications.


• Assist in day-to-day production/non-production issues, act as escalation point to resolve urgent and/or complex issues and manage expectations.


• Respond to customer requests, troubleshooting, reported problems pertaining to the applications performance and reliability.


• Enhance, repair or expand existing applications to correct errors, increase efficiency, upgrade interfaces, and/or improve performance.


• Manage and monitor performance of enterprise applications, ensuring continuous improvement, responsiveness, accountability, and seamless effective service for customers.


• Take an active role in System Requirement Analysis and provide quality estimates and/or timelines for support tasks for projects and enhancement requests.


• Apply standards and research/share best practices; learns new products and product enhancements and proactively shares knowledge with teams; documents and escalates gaps/weaknesses; documents the technical specifications.


• Contribute to training materials and/or instructions for end-users.


• Understand how the organization’s applications interact with different systems and business processes to ensure they operate smoothly.


• Research and remain informed of new technology and development tools.


• Continuously analyze and monitor issues/problems with the focus of determining root cause and understanding patterns with the aim of improving the product, delivery methodology and overall organization.


• Provide regular verbal and written communications regarding status, risks, issues, as well as makes recommendations for remediation or change.


• Lead the detailed infrastructure design of large and complex internal projects collaborating with IT stakeholders, service owners and partners i.e.,Salesforce/PEGA/Commercetools applications


• Provide information proactively to the support partners (i.e. Accenture/EY) and business areas as well as the 3rd party vendors directly or indirectly affected by the network or data center infrastructures.


• Should be able to apply the understanding of DevOps and software engineering best practices to influence design and implementation approaches and solutions wherever applicable.


• Provides operational readiness through the engineering, planning, coordination, and execution of performance and tuning analysis, systems support, incident and problem resolution, software configuration and system/features upgrades.


• Perform other duties as assigned.

Supervisory Responsibilities:

• None
  
  
  • However, this role interacts and manages the support analysts from the Application Development & Support teams who are part of support partner team(s).
  
  
  
  

Knowledge, Skills & Abilities Required:

• Intermediate to Advanced level knowledge of Enterprise SaaS Applications, their related architectures and cloud integration services (e.g. PEGA, Salesforce, Commercetools, AWS API Gateway, Amazon SNS, Oracle SOA etc. )


• Intermediate level knowledge to configure and administer the users, repositories, integrations, security of Version Control Systems (GitHub, Bitbucket)


• Intermediate level knowledge to administer Jira and Confluence.


• Intermediate level knowledge of database design, administration, and development (i.e. Oracle RDMS, MS SQL Server, PostgreSQL, NoSQL- DynamoDB )


• Intermediate ability to read and write scripts and/or code (T-SQL, HTML, CSS, XML, SQL, JavaScript, Java, JQuery, etc.)


• Performs the code-review to ensure quality and performance of the applications.


• Intermediate level knowledge of software development, lifecycle practices, design methodologies and experience working with Agile teams.


• Skilled at translating technical jargon into laymen's terms for business owners/partners that are actionable, informational, or support the decision-making process


• Ability to isolate and resolve technical issues in a timely manner


• Ability to challenge and debate issues of importance to the organization and be persuasive with details and facts


• Ability to set and change priorities amongst multiple competing constituencies.


• Understands the business processes of the customer and leverages this knowledge to ensure that projects and support activities delivered by direct reports meet the needs of the customer.


• Ability to work independently or as a team to achieve desired outcomes with little to no supervision.

Required Experience, Qualifications & Education:

• 5+ years’ experience in advanced (e.g. Tier 2 or Tier 3) software support and development.


• Bachelor's Degree in Computer Science or Information Technology or related field.

Preferred Experience, Qualifications & Education:

• Software Development experience


• eCommerce and/or API Development background is a plus


• Enterprise Application support (e.g. PEGA, Salesforce -Sales, Service and Marketing cloud) experience a plus


• Cloud Computing platform experience (AWS related technologies, Azure etc) is a plus


• Oracle SOA/OSB background is a plus


• Agile (Jira) and version control tools (Git, Bitbucket) experience is a plus


• Certifications and/or course work beyond bachelor's degree a plus

Who We Are

At The Association, we are transforming the accounting and finance profession. We are future-focused, empowering the world’s most highly skilled accountants to stay relevant, meet today’s demands, and prepare for tomorrow’s challenges through quality education, resources, and training. ​

Learn more about The Association on LinkedIn and our Career Site. ​

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How We Support You ​

We provide flexibility to help you achieve a good work-life balance. You’ll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.​

We offer benefit options that support your wellbeing, in and out of the workplace, including healthcare, retirement, paid time off, parental leave, and an employee assistance program. We provide tools and resources that support your mental health, and continuously evolve our offerings in order to meet your needs. ​

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.​

Ready to help shape the future of the accounting profession at The Association? Apply today at https://us.aicpa.org/career.​