Burns & McDonnell Senior Information Technology Applications Specialist (Kansas City) in Kansas City, Missouri
The Senior Information Technology (IT) is responsible for resolving a wide range of complex or escalated internal customer issues with design-related applications reported to us via phone, chat, web, online forums, and other channels. This position will support all Global Practices, Regional Offices, Project Offices, and Affiliates globally.
Answer incoming calls, emails, and chat sessions from internal clients to document critical issues and problems.
Troubleshoot critical issues and major problems that have been reported by internal clients or escalated by other IT applications staff.
Develop and maintain knowledge base articles.
Review and improve internal IT processes.
Make recommendations to internal clients to improve business processes.
Make follow-up calls regarding client problems.
Communicate progress, document issues, and resolve problems for customers.
Escalate unresolved problems to vendor product support as required in a timely manner.
Research, verify, and document product defects and create service now tickets.
Remain informed on improvements in products relevant to the AEC industry.
Recommend and deploy specialized applications for various business units.
Develop application test plans and record outcomes in the project execution plan.
Evaluate specialized technologies.
Analyze reoccurring issues to determine root cause, corrective action, and recommend preventative action.
Analyze customer issues to identify trends and make recommendations that reduced the number of reoccurring issues.
Actively handle the backlog of critical customer issues.
Participate in product BETA programs.
Make recommendations to product management and product development for future features and enhancements based on business needs.
Monitor critical systems and services to anticipate, identify, and correct performance issues.
Attend local, regional, or national user group meetings and conferences relevant to the AEC industry or Information Technology.
Build and maintain strong relationships with vendor account managers, account teams, product managers, and support contacts.
Define business needs, objectives, costs, and requirements for new and existing services.
Manage AEC product licenses and evaluate alternative license options.
Manage vendor professional service engagements.
Coordinate vendor engagements that provide continuing education opportunities for customers.
Research new technologies that could increase customer productivity.
Recommend hardware for engineering design.
Create system architecture diagrams for critical systems.
Provide training, guidance, and mentorship to more junior IT Applications staff.
Responsible for QA/QC processes for incident tickets.
All other duties as assigned.
Bachelor's degree in Computer Science, MIS, CAD, Engineering, or related field. Applicable experience may be substituted for the degree requirement.
Minimum of 14 years of professional experience in troubleshooting and resolving design application programs.
Expert knowledge of Autodesk, Bentley, Hexagon, ESRI, or other engineering and design software suites in a production environment.
Exceptional customer service, troubleshooting, and analytical skills.
Exceptional written and verbal communication skills.
Exceptional ability to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions or issues.
Ability to interact with customers in a professional manner that enhances the customers’ experience and increases productivity and quality.
Proven ability to develop and maintain strong relationships with clients, vendors, and other business partners.
Strong organizational and prioritization skills to interact with multiple customers with differing needs based on business impact.
Ability to independently set and meet multiple deadlines.
Expert computer skills including Microsoft Office.
Primary Location US-MO-Kansas City
Req ID: 211769