IT Applications Support Administrator

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations.

The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.

Responsibilities:

Level 1 Support:

• Initial Triaging of the Incident.  Gather Information such as what was the user doing, what is impacted, how many people are impacted, specific example of problem (SO#, LP, name of report, web terminal, web application, etc….)
• Drive resolution of incidents regardless of root cause
• Check logs, check disk space, check long running queries (DB health)
• Restart services; coordinate restarting of servers
• Common application issues
• Document/Update Knowledge Base

General Monitoring/Requests:

• Check interfaces and jobs are running
• Check services are running
• Support for IT Maintenances – Validation of connectivity, application accessibility, etc…
• Run basic reports / SQL inquiries
• Printer Setup/Configuration
• Monitor SNOW ticket queue; work with requestors on priority; Gather information as needed.
• WMS User Management
• Continuous process improvement

Overview:

• Provide hands-on functional and technical support for Operations production issues. This includes but not limited to communicating with end users and other support staff, triaging the problem, and providing resolution plan.  
• Lead post-incident tasks such as working with Developers to determine and fix root cause, testing any fixes in Dev, documenting the issue and resolution in our Knowledge Base, and providing updates to stakeholders.
• Ensure timely and accurate handling of problem tickets with designated SLAs
• Provide support to users across various Business departments (Customer Service, Supply Chain, Operations, Sales, Marketing, IT) on other general requests to run the business.
• Work with a sense of urgency to continually improve service levels and customer satisfaction
• Good verbal and written communication skills and experience working with various levels of business users and understanding their problem
• The ideal candidate must have a passion for technology, strong technical aptitude, functional knowledge of Operations processes, and a desire to learn new things

Shift Schedule:

The position requires shift schedules to support Business operational hours. Must align with US working hours, and be available for on-call support during evenings, weekends, and some Holidays.

Skills:

• Bachelor’s Degree in Computer Science or relevant fields with experience in Supply Chain, Operations Management, Industrial Engineering, or similar domain is strongly preferred
• 5+ years of experience using MS SQL Server while writing complex queries, stored procedures, jobs and function, etc.
• Ability to quickly learn new WMS technologies and work on any upgrades/modifications
• Experience in Oracle EBS with Production Support experience is strongly preferred
• Hands on experience in creating and maintaining reports in SSRS and Tableau is preferred
• Knowledge in .Net (especially creating and consuming web service) is desired
• Experience in creating custom dashboards and metrics generation using custom tools is desired
• Experience in optimizing large complicated SQL statements and resolve performance related issues is desired

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.