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Application Support Manager

General Assembly logo

Vacature details

location-pin Remote, Oregon, Verenigde Staten
location-tag 3459121

Who We Are:

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 40,000 alumni — and counting.

In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.


The Role:

The Application Support Manager is our technical support team responsible for resolution of technical issues that can’t be resolved by the CXM or CXA team but needn’t be escalated to engineering.  They triage and fix non-development related configurations and admin issues across our entire application ecosystem (Core, myGA, future LMS, etc.) and serve as incident managers. Application Support Specialists collaborate closely with the Learning Engineering team in order to maintain alignment on LMS administration and processes. 

 

Key responsibilities include: 

  • Validate, analyze, troubleshoot, and route technology issues and see them through to resolution.
  • Support and maintain internal applications by becoming technically familiar with those being utilized.  
  • Work with operations, learning, and development teams to resolve issues and find solutions.
  • Builds relationships with our B2C and B2G customer-facing teams, and maintains knowledge of their support operations and practices.
  • Perform ongoing application monitoring and analysis, striving for improved availability and system performance.  
  • Facilitate the root cause analysis (RCA) process to identify issues and communicate appropriately to internal and external stakeholders.
  • Coordinate major incidents by validating, troubleshooting, contacting technical teams, and sending out communication. 
  • Coordinate communication with customers and customer-facing teams during planned incidents (i.e. scheduled downtime for maintenance)
  • Collaborate with software development by presenting recommendations for improvement based on insight gained through on-going involvement and support efforts.
  • Facilitate the root cause analysis (RCA) process to identify issues and communicate appropriately to internal and external stakeholders.
  • On-call support during off hours, holidays, and weekends. 
  • Guide and advise CXMs and CXAs, as well as develop and provide training for them on troubleshooting techniques and best practices.
  • Creates and maintains technical troubleshooting help articles.
  • Maintain knowledge of current and emerging technologies that directly affect enterprise processes. Maintain awareness of overall enterprise architecture.  
  • Identify and mitigate risks to the availability of applications and proactively address and resolve issues before they impact service levels. 

Wat houdt het in om deel uit te maken van de Adecco Group.

Al meer dan 50 jaar helpen we duizenden mensen met verschillende achtergronden en culturen te verbinden met de werkgelegenheid over de hele wereld. We bieden toonaangevende HR-diensten en -oplossingen, waardoor de wereld van het werk wordt gestimuleerd. Dit geeft onze klanten niet alleen een meer gepersonaliseerde ervaring, maar geeft onze collega's ook een gevoel van doelgerichtheid en waarde in het werk dat ze verrichten. Deel uitmaken van onze internationale organisatie betekent deel uitmaken van een community die elkaar stimuleert om het beste uit zichzelf te halen. Je doet werk wat het leven van onze medewerkers kan beïnvloeden. Je maakt deel uit van een gedreven en professioneel netwerk.

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