Application Support Specialist

Project Overview

The Shared Utility Service (SUS) environment hosts approximately 200 government applications, providing operational support and service management including system monitoring, incident management, queue management, change coordination, and continuous improvement using advanced middleware technologies.

Key Responsibilities

• Provide operational support and service management for the Shared Utility Service (SUS) environment hosting approximately 200 government applications
• Perform operations support and queue management, service request fulfillment, and configuration management
• Handle incident intake and triage, service request fulfillment, change request assessment and implementation
• Conduct system monitoring, incident management, queue management, change coordination, and continuous improvement
• Perform general reporting and data analysis

Qualifications & Requirements

REQUIRED

• Must be able to work 5 days onsite per week in OPS office location
• IBM WebSphere Application Server NDM and Liberty
• IBM DataPower
• Deployment Automation - Urban Code Deploy and Urban Code Velocity
• Middleware Monitoring tools e.g. ITCAM, Dynatrace
• Cloud technology including OpenShift, Kubernetes and Ansible
• Experience with ITIL Incident Management process
• Experience with ITIL Change Management process

EVALUATION CRITERIA

General Project Coordination and Communication - 30%

• Demonstrated experience coordinating projects and leading initiatives with technical and business stakeholders.
• Strong communication skills, with the ability to convey complex technical concepts in simplified terms for non-technical stakeholders.
• Excellent analytical and problem-solving capabilities, coupled with experience in change planning and implementation.
• Proficiency in Microsoft Office for process automation, data analysis, and report generation.

Service Management - 30%

• Expertise in ITIL best practices for Service Management (Incident, Problem, Change, and Configuration Management).
• 2+ years of experience managing the full lifecycle of incidents, problems, and service requests using tools like Remedy/eSMT.
• Experience analyzing and reporting on operational data to identify trends and optimize processes.

Middleware Support - 35%

• 2+ years of experience with systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
• 2+ years of experience with middleware environments, including IBM WebSphere Application Server/Liberty/NDM.
• Practical experience with DevOps methodologies and CI/CD tools like Jenkins, Urban Code Deploy, and Urban Code Velocity.
• Hands-on experience with OpenShift, managing containerized applications and ensuring scalable, flexible deployments.
• Expertise in secure file transfer protocols like Secure Transport and other FTP/SFTP systems.
• Operational experience with Ceph storage for data management and scalable storage solutions.
• General exposure to cloud technologies, network topologies (firewalls, load balancers, DNS), and development platforms like DataPower, Informatica, IBM MQ, and IBM ACE.

Public Sector Experience - 5%

• Experience working in public sector environments such as OPS, BPS, or similar government institutions.

Key Skills & Competencies

IBM WebSphere Application Server, IBM DataPower, Urban Code Deploy, Urban Code Velocity, ITCAM, Dynatrace, OpenShift, Kubernetes, Ansible, ITIL, Remedy, eSMT, PowerBI, Oracle Solaris, Red Hat Enterprise Linux, Jenkins, Secure Transport, Ceph, Informatica, IBM MQ, IBM ACE, FTP, SFTP, Microsoft Office