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Fine Art IT Support Specialist - Crozier Fine Art

Iron Mountain

Iron Mountain

IT, Customer Service
New York, NY, USA · United States · Remote
Posted on Wednesday, August 16, 2023

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Fine Art Application Support-Remote

Fine Art Field Preferred!

  • HIGHLIGHTS:

  • FULL BENEFITS – 1st Day of Employment

  • Competitive Pay with Annual Merit Increases

  • 3 Weeks Paid Vacation, 7 Paid Holidays + Sick Pay

  • 401 K (with company match) & Employee Stock Purchase Program

  • Tuition Reimbursement

  • SCHEDULE: Monday – Friday

  • HOURS: 8:30AM - 5:00 PM- Start Time may vary

  • LOCATION: Remote- EST Zone

    Overview: This role will provide the day to day support needed for our fine art specific applications, including Articheck, Moveware, Hanhaa and the AIMS platform. They will manage and maintain compliance related activities (CAB, SOX, etc.) and serve as a conduit between L2/3 support resources and the business.

    This person will be able to troubleshoot user issues, gather data and reports from AIMS and understand what the system data reflects in business terms.

    Secondarily, this role will provide knowledge and support to application development and deployment teams to aid in their efforts.

    Location: This role needs to be able to report in ET US time zone hours, and can be remote but should be able to report to the NYC office on occasion.

    Duties:

    • Manage fine art application support tickets ensuring timely closure following SLA standards.

    • Escalate issues as needed to the development team, global process owners and IT leadership.

    • Provide users with solutions and direct users to training where necessary.

    • Manage updates to configuration tables including Services Pricing, Department Configuration, Shuttle and Waypoint routing and GL codes.

    • Provide reporting leveraging front-end reporting tools. Analyze reports gathered from back-end tools.

    • Manage completion of patches and SOWs including doing initial testing in UAT, tracking UAT sign off from Global Process Owners, managing CAB (Change Advisory Board) approvals before deploying patches and updates.

    • Complete any needed compliance documentation and activities including DR testing, SOX controls and evidentiary support and LeanIX documentation.

    • Maintain dashboards & data sources for general use in Looker.

    Experience/Skills:

    • 3+ years working experience

    • 1+ years working experience with technology

    • Experience with ITIL platforms, ideally ServiceNow.

    • Some experience providing end-user support or a demonstrated capacity to understand and troubleshoot issues.

    • General familiarity with technology compliance activities.

    • Ideally some experience with data analysis and/or business intelligence.

    • Analytical mindset

    • Able to break an issue down, do root cause analysis and troubleshoot, methodically.

    • Strong spreadsheet skills (either Excel or Google Sheets)

    • Able to capture issues in clear documentation.

    • Able to work with and communicate effectively with a variety of stakeholders including technology associates, leaders, business partners and external vendors.

    • Ticket Service - ServiceNow Preferred

    Category: Information Technology