Hillenbrand - IT Support Specialist - Incident Management

Key Responsibilities :

Monitoring and Maintenance :

- Perform daily health checks of the AP Automation Tool servers and associated services.

- Monitor system resource manager and ensure all service containers are operational.

- Conduct weekly checks on Opentext AppWorks/iHub services and take proactive actions to minimize impact to business operations as necessary.

Incident Management :

- Respond to and resolve incidents related to invoice processing, vendor management, and user access.

- Investigate and troubleshoot issues such as line total changes, missing invoices, and posting errors.

- Document incidents and resolutions in the tracking system and follow up with vendor open escalated incidents.

Scheduler Management :

- Monitor and manage scheduled tasks, ensuring timely execution and resolution of failed schedulers.

- Manually trigger schedulers when necessary and verify the successful processing of invoices.

Database Queries :

- Execute SQL queries to retrieve and update data in the database as needed.

- Collaborate with the IT team to resolve database-related issues, including deadlocks and performance bottlenecks

User Management :

- Assist in the creation and deletion of user accounts in the AP Tool and OTDS.

- Ensure proper role assignments and entity mappings for users.

Documentation And Reporting :

- Maintain accurate documentation of processes, incidents, and resolutions.

- Prepare and send regular reports to stakeholders regarding system performance and incident resolution.

Collaboration :

- Work closely with cross-functional teams, including IT, finance, and operations, to ensure seamless integration and functionality of the AP Automation Tool.

- Communicate effectively with external partners and vendors as needed.

Qualifications :

- Bachelors degree in information technology, Computer Science, or a related field.

- 3 to 5 years of experience in application support, preferably in an accounts payable or finance environment.

- Familiarity with OpenText Process Suite, SQL Server, and AppWorks/iHub services is a plus.

- Strong analytical and problem-solving skills.

- Excellent communication and interpersonal skills.

- Ability to work independently and as part of a team.

- Detail-oriented with a focus on accuracy and quality.

Preferred Skills :

- Experience with incident management tools and ticketing systems.

- Knowledge of database management and SQL query execution.

- Understanding of AP processes and invoice management systems.