Consultant - SaaS/Application Support Engineer

This role involves providing technical support for SaaS and Commercial Off-The-Shelf (COTS) applications through multiple channels including phone, email, and helpdesk software. You will be responsible for diagnosing and troubleshooting application issues, supporting Single Sign-On (SSO) implementation, and managing user access and permissions to ensure secure operations.

You will log and manage service requests using the ServiceNow ticketing system, monitor incidents, and prioritize them appropriately. The role includes monitoring application performance, participating in routine maintenance tasks, and assisting with developing Python and C# scripts for task automation.

You will write and modify SQL queries to retrieve data, troubleshoot database-related issues, and work with code version management using GitHub Enterprise. The position requires familiarity with Azure cloud services and SaaS platforms. You will also contribute to streamlining IT support processes, creating and updating technical documentation including FAQs and knowledge base articles, and conducting training sessions for users and team members.

Collaboration with cross-functional support team members is essential to ensure knowledge transfer and effective resolution of support tasks. The ideal candidate should have a degree in IT or Computer Science with a foundational understanding of programming, SQL, SaaS solutions, and SSO implementation principles.