City of Shakopee

At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let’s Imagine a better way together.

Position Summary:

The Application Support Specialist provides monitoring and support for application infrastructure operations for Imagine. This position assists in all functions of maintaining several complex hosted applications. Duties include testing of new and updated versions of applications, installing and implementation of software applications in a server as well as client environments, and execution and planning for rollout and updates to large system environments. Duties involve project management with applications as rollouts or updates have interdependencies with sever different business functions. This person evaluates, analyzes, and resolves the most complex technical problems for both internal and external customers.

Essential Functions and Responsibilities:

• Respond to escalated ISHelp requests and other requests from users for help - ensure that all user help requests are addressed in a timely manner.
• Provide maintenance and support of existing applications and functionalities.
• Provide capacity planning, monitoring, and maintenance of designated system(s) Identifying trends or problems.
• In depth understanding of the business processes supported by the system
• Maintain production environments relating to online services. This will include development, stage, and production systems.
• Ensure that applications are maintained in a manner that supports delivery of services to multiple platforms, resilience, and performance.
• Ensure continuity of the business processes supported by one or many applications / services.
• Ensure continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached
• Ensure that applications and related services are documented and kept current.
• Review and complete and appropriate handover of documentation prior to operational acceptance of new or changed applications.
• Keep abreast of technical developments of operational importance to the company and participate in developing and recommending standards as directed.
• Establish and maintain effective working relationships with all stakeholders.
• Undertake advanced administration tasks as required e.g., to support problem resolution.
• Follow best practices in change control to support a highly available application environment.
• Organize, prioritize, and manage multiple tasks and projects.
• Provide 24x7 on-call support within a team rotation. Occasional weekend or off-hours work required.
• Communicate and establish communication plans (verbally and in written format) with internal customers and teams.
• Use problem solving skills to resolve complex technical problems for internal and external customers.
• Other duties as assigned.

Mandatory Qualifications:

• AAS degree in information systems
• 2+ years technology experience required in an application support role.
• Experience of building and maintaining applications in a multiplatform environment (Windows Server and/or Unix/Linux environments).

Preferred Qualifications:

• Experience in configuration, maintenance, monitoring and supporting windows-based applications and web applications.

Knowledge and Skills:

• Excellent analytical and problem skills.
• Ability to work with specific deadlines.
• Effective interpersonal skills: ability to communicate at various levels based on the knowledge of the end user.
• Understanding of security issues surrounding applications
• Ability to manage and prioritize multiple software application projects.

Working Conditions and Physical Requirements:

• Occasional walking
• Manual dexterity for repetitive work
• Frequent Sitting for prolonged periods of time
• Travel: N/A
• Chemicals: N/A
• Ability to lift, push and pull: N/A
• Travel: N/A

The national pay range for this role is $85,000- $95,000.00/ year. The pay range may be slightly lower or higher based on the geographic location. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer/partner discounts.

Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and Inclusion is not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family. We are focused on building a diverse and inclusive workforce. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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