Systems Support

Accountabilities

• • Receive, review, and service technical support tickets submitted through Service Central and Autotime.
  • Troubleshoot system and operational issues, identify the appropriate resolution path, and ensure tickets progress efficiently.
  • Route tickets requiring development or application changes to the appropriate technical teams for resolution.
  • Monitor and support business-critical processes and help minimize disruptions to system operations.
  • Perform authorized operational fixes, including rerunning failed jobs when required.
  • Support Autotime activities such as configuration and timecard-related issue resolution.
  • Use SQL queries, when needed, to retrieve information and assist with troubleshooting and ticket resolution.
  • Work with Control-M to monitor and support automated job management processes.
  • Maintain clear communication and documentation throughout the ticket lifecycle.
  • Participate in an on-call rotation to provide support for critical incidents outside regular business hours, including occasional weekends.
  • Complete initial system training and progressively take ownership of support activities as technical proficiency develops.

  Requirements

  • Proven hands-on experience supporting Autotime is required.
  • Experience with Control-M and automated job management is required.
  • Familiarity with Service Central or similar enterprise ticketing and service management platforms.
  • Working knowledge of SQL, particularly the ability to query information for troubleshooting and ticket investigation, is preferred.
  • Experience with Autotime configuration, timecard troubleshooting, or related operational support activities.
  • Strong troubleshooting and analytical skills, with the ability to investigate issues methodically and determine appropriate next steps.
  • Ability to distinguish between issues that can be resolved operationally and those requiring escalation to development or other technical teams.
  • Strong organizational skills and attention to detail when managing multiple tickets and priorities.
  • Clear written and verbal communication skills for coordinating with technical teams and business stakeholders.
  • Ability to learn system-specific processes quickly and work independently after completing initial training.
  • Flexibility to participate in an on-call rotation and provide occasional after-hours or weekend support for business-critical tickets.

  Benefits

  • Opportunity to work with enterprise systems including Autotime, Control-M, SQL, and Service Central.
  • Structured initial training to build familiarity with the supported environment and processes.
  • Hands-on experience supporting business-critical applications and automated operational workflows.
  • Participation in an organized on-call rotation designed to distribute after-hours support responsibilities across the team.
  • Opportunity to develop deeper expertise in enterprise systems support, incident management, and technical troubleshooting.
  • Collaborative environment with opportunities to work alongside development and technical support teams.