Our story
At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”
Our Values:
Champion People – be empathetic and help create a place where everyone belongs.
Grow with purpose – Be inspired by our higher calling of improving lives.
Be Alight – act with integrity, be real and empower others.
It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com.
**US Citizenship requirements** – This role supports services provided to a state government and/or a state government contractor, proof will be required to verify US citizenship status at time of hire. **
Job Description
The Case Application Support Associate is part of a truly global team, based in the US. This role will process, analyses, research, validate, and support the tasks related to the case assist ticketing tool, for the client’s employees, according to the client’s service level agreements. This individual will assist in the correction and resolution of the issues reported and monitor and escalate all systems-related errors that could prevent the client’s employees from using the application.
Essential Functions:
- Diagnose and resolve software application issues according to available procedures and methodologies.
- Implement, configure and support the tasks related to the implementation of a customer in the hrX Assist ticketing tool.
- Use database , API call, or application logs to identify the root cause of errors. Document any issues.
- Identify the severity of issues and escalate jeopardy items to appropriate personnel.
- Responsible for coordinating efforts between internal departments to ensure proper flow and support.
- Utilize critical thinking skills, knowledge of the company business rules, and system functionality to make appropriate changes.
- The ability to coordinate, follow up, follow through and drive issues to closure in a proactive and timely manner under strict deadlines.
- Become a subject matter expert in support of production-related issues for both client and operations teams.
- Work with Product, Development and Operations to ensure that trends are appropriately highlighted.
- Daily, monthly, and quarterly application maintenance to ensure the stability of the application.
- Responsible for providing documentation of procedures.
- Parse, analyze and understand system log files.
- Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support.
- Comply with standards for all technical and business operations defined.
- Maintain regular and predictable attendance.
- Must be available to meet schedules of a global operation by being available for off hour meetings and on call rotation.
- Ability to be flexible when needed, take initiative, and demonstrate accountability.
- Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions.
- Intermediate investigative, analytical, and problem-solving skills
- Ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables.
- Ability to work well within a global team environment and participate in department/team projects.
- Ability to balance detail with departmental goals/objectives.
- Basic knowledge of ITIL and/or ITSM processes and best practices
Requirements:
- High School Diploma.
- Bachelor’s degree in a related field or equivalent work experience in (preferred).
- Minimum of one year of relevant IT or system analyst.
- Able to work on weekend schedule when needed.
- Able to work “on call” rotation schedule.
- Able to work Eastern time zone.
Preferred Experience:
- Analytical skills to troubleshoot issues between application services.
- Familiarity with IT tools (ie, IT ServiceNow, JIRA Software, Azure Dev Ops, Postman, New Relic, etc.)
- Familiarity with collaboration tools (ie, MS Office, MS Teams, Smartsheet, etc.)
- Experience in: Azure, SQL, Windows OS
- Some experience working with APIs.
- Ability to process a high volume of detailed work in a short timeframe.
- Strong oral and written communication
- Critical thinking skills
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Authorization to work in the United States
Applicants for employment in the United States must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Alight.
Note, this job description does not restrict management’s right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Salary Pay Range
Minimum :33,500 USD
Maximum :53,100 USD
