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Job Information

Burns & McDonnell Senior Information Technology Applications Specialist (Kansas City) in Kansas City, Missouri

Description

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.

Qualifications

  • 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.

  • EEO/Minorities/Females/Disabled/Veterans

Job Programming

Primary Location US-MO-Kansas City

Schedule: Full-time

Travel: No

Req ID: 211769

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