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Job Information

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

Description

The Information Technology (IT) Applications Specialist is responsible for resolving a wide range of internal customer issues with design-related programs 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.

  • Remain informed of internal business processes.

  • Make follow-up calls regarding client problems.

  • Communicate progress, document issues, and resolve problems for customers.

  • Escalate unresolved problems to the section manager 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.

  • Deploy specialized applications for various business units.

  • Complete application testing and provide feedback to the section manager, project manager or service owner.

  • Evaluate specialized technologies.

  • Analyze reoccurring issues to determine root cause and corrective action.

  • Analyze customer issues to identify trends.

  • Actively handle the backlog of customer issues.

  • Participate in product BETA programs.

  • 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 opportunities that may result in new services.

  • Manage AEC product licenses.

  • Participate in vendor professional service engagements.

  • Provide peer-to-peer training and peer group presentations for customers.

  • Specify the criteria by which to benchmark hardware for engineering and architectural design.

  • 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 8 years of professional experience in troubleshooting and resolving design application programs.

  • Strong knowledge of Autodesk, Bentley, Hexagon, ESRI, Revit or other engineering and/or design software suites in a production environment.

  • 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.

  • Strong 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.

EEO/Minorities/Females/Disabled/Veterans

Job Programming

Primary Location US-MO-Kansas City

Schedule: Full-time

Travel: No

Req ID: 211773

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