Module Lead

The Level 2 Support Specialist will provide advanced support for ECTO and SFTT applications, working closely with Level 1 teams, technical architects, and cross-functional stakeholders to ensure seamless operations, timely issue resolution, and continuous improvement of the solutions.

Responsibilities

• Provide second-level support for end users and Level 1 teams for ECTO and SFTT applications.
• Collaborate with Level 1 support teams to resolve tickets, emails, and calls within defined timelines.
• Perform configuration activities triggered by incidents, change requests, RITMs, and SCTasks.
• Troubleshoot issues related to time-off requests, time tracking, and other functional components of the applications.
• Escalate and resolve complex issues in coordination with Level 1 technical support teams.
• Conduct remote troubleshooting sessions to diagnose and resolve user problems.
• Document issues, track resolutions, identify patterns, and propose improvements within SNOW.
• Work with the Time Management Architects team to report software bugs and suggest enhancements.
• Provide training and guidance to Level 1 support teams to build their functional and technical capability.
• Stay informed on new features and updates for ECTO and SFTT and collaborate with architects and product managers on roadmap additions.
• Assist in testing new releases, patches, and updates to ensure stability and proper functioning.
• Collaborate with cross-functional teams such as HR Core, BSI, and Payroll to support enhancements and rollouts.
• Participate in team meetings and training sessions to enhance domain knowledge and share best practices.
• Adhere to SLAs and prioritize tickets based on urgency and business impact.
• Ensure high customer satisfaction through timely and effective issue resolution.
• Improve support processes and procedures to enhance operational efficiency.
• Stay updated with industry trends related to the ECTO and SFTT landscape to provide proactive support.