CASY-MSCCN Jobs

Position Summary

We are looking for an End User Support Representative to provide service and support to users on our R&D, CRM, and QMS applications. This support will primarily be for our R&D applications (JIRA, Confluence, Bitbucket, Solidworks, Cadence, Vivado) but will also include user management in our Salesforce CRM, Propel QMS/PLM applications, and DocuSign e-Sig. We seek individuals passionate about customer service, problem-solving, continuous improvement, and standard work.

Duties and Responsibilities

• Manages users in various applications, including Atlassian Admin, Bitbucket, Solidworks, Cadence, and Vivado. Establishes details to ensure proper assignment of Roles, Permissions, and Licenses.

• Supports users in proper setup and management of their spaces in Confluence.

• Supports R&D leads in configuration and administration of Jira Projects and Workflows.

• Supports general administration of Atlassian solutions, Solidworks, Vivado, Cadence, and other R&D applications.

• Reviews application error logs to identify issues. Clearly raises issues to appropriate team members for resolution.

• Monitors and assigns incidents and service request tickets from end users for resolution.

• Works with the end user to ensure a full understanding of the incident or request reported, including review of screen shots, reproducing the issue, reviewing error logs, and troubleshooting

• Sets clear expectations with the end user and provides frequent updates on status and next steps.

• Diagnoses, clearly documents, and resolves user incidents and requests.

• Opens, tracks, and manages support requests with other internal IT teams (Infrastructure, Networking, etc) and external vendors as needed to resolve user requests or issues.

• Establishes and maintains knowledge articles to continuously improve our support processes and capabilities.

• Identifies trends in incidents or requests that present opportunities for us to improve the overall user experience through system enhancements or ticketing automation.

• Works collaboratively across our IT team to get support (from peers or escalations) and offer support when others need it.

• Supports ASP’s mission of protecting patients in their most critical moments by ensuring our business users are setup for success in our R&D, CRM, QMS, and PLM systems – which our users depend on every day to support this mission.

• Responsible for communicating business related issues or opportunities to next management level

• Performs other duties assigned as needed

Qualifications

• High School or Equivalent

• At least 1 years’ experience in application administration with demonstrated capability in managing users and end user requests and incidents to resolution.

• Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus

• Specific experience with administration of Solidworks, Cadence, or Vivado a plus

• Excellent communication and presentation skills

• Adaptable, Self-driven continuous learner

• Clear, concise, and complete documentation (e.g. user updates on ticket status)

• Experienced and proficient with ServiceNow incident/request system a plus

• Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus

• Specific experience with administration of Solidworks, Cadence, or Vivado a plus

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions./p>

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.