System Application Support Specialist

Job summary:

The HSI Systems Application Support Specialist provides advanced technical support and customer service to existing customers utilizing the safety management system. As a subject matter expert in the system's capabilities and limitations, this role assists clients in effectively implementing, updating, and maintaining their configured sites. The Systems Application Support Specialist collaborates with software developers and cross-functional support teams to resolve customer issues and proactively recommend product enhancements that improve system performance and user experience.

Essential Functions:

Technical Expertise & Growth

• Continuously expand technical knowledge of HSI product solutions, tools, and systems.
• Act as a technical resource with a deep understanding of company products, data architecture, and APIs.

Customer Engagement & Support

• When required, meet with customers to identify tailored solutions based on individual needs.
• Serve as an intermediate-level system administrator, including support for data imports/exports and configuration updates.
• Assist or lead internal and paid customer projects as the primary technical resource.

Implementation

• Collaborate with the implementation team to configure and populate LMS site data in alignment with client requirements and project timelines.
• Conduct thorough quality assurance reviews to ensure all LMS implementations meet defined specifications and maintain high standards of accuracy and functionality.
• Assist EHS and CMS implementation & platform sync teams in implementation tasks.

Technical Troubleshooting & System Maintenance

• Investigate, resolve, and/or escalate advanced technical support issues to development, including system bugs and urgent customer concerns.
• Provide detailed guidance and support to customers in executing system modifications and task implementations tailored to their specific needs.
• Support, maintain, and document software functionality and standards compliance.

Data Analysis & Auditing

• Perform data and system audits to ensure accuracy, consistency, and proper data mapping.
• Review discrepancy reports and investigate data outliers.
• Create improved methods for reviewing system data and functionality.

Documentation & Reporting

• Maintain accurate records of all activities in Salesforce.
• Ensure customer tickets are closed within company Service Level Agreement (SLA).
• Communicate product quality assurance issues and track their resolution.

Cross-Functional Collaboration

• Collaborate with Product and Development teams to scope, test, and improve tools and features.

Professional Skills

• Demonstrate strong analytical and problem-solving abilities.
• Effectively manage multiple tasks and competing priorities.
• Share solutions to complex challenges and proactively seek opportunities for improvement.
• Perform additional tasks and projects as needed, including those outside the scope of normal job functions.

Competencies

• Innovation Demonstrates creativity and analytical problem-solving skills to develop effective solutions and drive continuous improvement.
• Adaptability Readily adjusts to changing circumstances, integrates new information, and responds to evolving customer needs with minimal resistance.
• Attention to Detail Evaluates granular components to understand their broader impact on customer configurations and overall system performance.
• Curiosity & Learning Quickly absorbs new information, actively seeks to understand customer pain points, and applies insights to improve outcomes.
• Influence Effectively guides customer decisions by identifying business challenges and presenting tailored, value-driven solutions.
• Efficiency Exhibits strong organizational skills and time management, ensuring high-quality work with attention to detail.
• Product Expertise Demonstrates deep knowledge of company products and services, confidently recommending the most appropriate solutions for each customer scenario.

A Bachelor's Degree in a related field. An Associate Degree and 3+ years of relatable experience may be substituted for a Bachelor's Degree

Qualification:

2+ years of experience consulting with end-users and sales to determine system configuration needs.

Administrator experience with a Learning Management & Safety Management System is highly preferred.

Familiarity with databases is a plus.

Intermediate to advanced skill set in Microsoft Office, previous experience working with advanced Excel functions.

High interest in technology and strong technical aptitude.