Burns & McDonnell Applications Specialist - Microsoft Project in Kansas City, Missouri
The Information Technology (IT) Applications Specialist is responsible for resolving internal customer issues reported to us via phone, chat, web, online forums, and other channels. This position will support all Global Practices, Regional Offices and Project Offices nationwide.
Answer incoming calls, emails and chat sessions from internal clients to document critical issues.
Troubleshoot critical issues and assist with troubleshooting problems that have been reported.
Develop and maintain knowledge base articles.
Assist section managers and service owners to improve internal IT processes.
Engage with the business on all matters related to business processes.
Communicate progress, document issues and resolve problems for customers.
Escalate unresolved problems to section manager as required in a timely manner.
Remain informed on technologies that streamline business practices.
Complete application testing and provide feedback to the section manager, project manager or service owner.
Analyze customer issues to identify trends.
Actively handle backlog of customer issues.
Consult and assist clients on business processes and technology usage.
Provide feedback to product management and product development on features and enhancements.
Monitor critical systems and services to identify performance issues.
Attend local or regional user group meetings and conferences relevant to the AEC industry or Information Technology.
Build relationships with vendor support contacts and escalate unresolved issues for vendor resolution.
Identify service gaps that may result in service opportunities.
Participate in vendor professional service engagements.
Provide peer to peer training and peer group presentations for customers.
All other duties as assigned.
Bachelor's degree in Computer Science, MIS, Engineering or related field. Minimum of 7 years professional experience. Applicable experience may be substituted for degree requirement.
Working knowledge of Microsoft Project applicable to the AEC industry.
Strong customer service, troubleshooting, and analytical skills.
Strong written and verbal communication skills.
Strong ability to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions.
Ability to interact with customers in a professional manner that enhances the customers’ experience and increases productivity.
Organizational and prioritization skills to interact with multiple customers with differing needs.
Ability to work independently and meet multiple deadlines.
Proficient computer skills including Microsoft Office.
Primary Location US-MO-Kansas City
Travel: Yes, 5 % of the Time
About Burns & McDonnell
Burns & McDonnell is making the world a more amazing place with more than 5,000 engineers, architects, construction professionals, scientists and consultants on staff and growing. We strive to create amazing success for our clients and amazing careers for our employee-owners. We take on some of the world’s toughest challenges with the industry’s best thinking.
We have offices and projects spanning the US and the globe. We are proud to rank among FORTUNE magazine’s 100 Best Companies to Work For. Our culture of 100% employee ownership plays a major role in supporting that outcome. Each employee shares in the ownership of the firm, bringing the commitment of an owner to our projects. Clients appreciate that and have rewarded us with a 90% repeat business rate and decades-long partnerships. Pretty cool for a 100 year old firm that grows organically.
At Burns & McDonnell, you’ll have the opportunity to make a difference every day while fulfilling your personal and professional ambitions. Our entrepreneurial culture lets you guide your destiny and shape the path your career travels. And with more than 350 service specialties, your career and development options are abundant.
Burns & McDonnell is an Equal Opportunity Employer Minorities/Females/Disabled/Veterans
Req ID: 190070