IT System Administrator

Position: IT Application System Administrator
Our purpose is design for the good of humankind. Being a part of Miller Knoll means being a part of something larger than your work team, or even your brand. And our success allows Miller Knoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
The candidate for this position will be responsible to provide effective IT Software application support, troubleshooting, usage support and assistance to internal business partners across all areas related to the West Michigan ERP systems. These solutions are primarily focused on manufacturing, finance and the entire spectrum of the order to cash process. The ERP and Oracle System Administrator will be responsible for owning the application support request queues in the service management / incident management system as well as the alert queues in the batch job management systems.

He/she will also need to be able to provide the required technical services to the end users and ensure smooth functioning of the business applications by applying his/her technical knowledge and expertise to resolve problems related directly to the application or its underlying platform / database and operating system.
Evaluate and resolve technical and usability problems with regards to applications within scope of role.
Where resolution becomes difficult, escalate such work requests to specialist technology / functional teams and resolve all complex application and system issues.
Monitor, acknowledge, update and close incident requests in the Service Management tool or any other software designated to manage the work requests being assigned.
Ensure he/she is updated with the latest tools and technology skills, knowledge and practical experience to deliver the best customer satisfaction through speedy and quality resolution of requests.
Adhere to all support system process without deviation and keep the internal teams updated about escalations, threshold breaches, SLA violations or possible breach scenarios, technical or procedural failures etc.
For complex or unique issue resolution scenarios perform root cause analysis.
Provide feedback to software development and other service desk / help desk teams on issues faced and what corrective action can be taken to avoid such instances in future where possible.
Participate in solution roll-outs, upgrades and training sessions for end-users as well as participate in trainings to learn new tools, products and technologies.
Attend weekly, monthly and adhoc IT and generic team meetings as necessary and complete and submit necessary documentation, activity reports and causal analysis documents.
The candidate will be expected to work on / support many business applications and technologies.
The candidate will be expected to learn about and understand the product offerings (furniture) of Herman Miller to be able to support the business better.
The candidate will also be expected to provide 24/7 support in their on-call rotation culminating in the execution of the necessary Sunday Maintenance Window work.
Good working knowledge of the Unix/Linux shell

Experience with perl, shell and SQL scripting or an extensive background in a development language
Experience working on any Incident management / Support ticketing systems

Experience with administrating an Oracle database

Experience of at least 6-8 years working in a similar application support role
Experience in causal analysis / evaluation of underlying causes for errors / disruptions
Knowledge of IT support system processes.
A graduate / post-graduate in engineering / technology or equivalent
Having excellent interpersonal and communication skills both written and verbal in English…