Work Schedule
Third Shift (Nights)
Environmental Conditions
Office
Job Description
Summary
The Application Administrator provides day-to-day L2 operational and administrative support for the Clarity PPM platform. The role is responsible for routine incidents, service requests, application monitoring, data-integrity checks, batch and interface monitoring, access administration, configuration support, documentation, testing support, and operational procedures. The position is designed to develop into a broader Clarity application support role through structured knowledge transfer, hands-on production support, cross-training, and progressive technical development.
Key Responsibilities
- Provide L2 support for routine Clarity incidents and service requests.
- Own assigned tickets through resolution or appropriate escalation.
- Maintain timely ticket updates, resolution notes, and supporting documentation.
- Perform routine Clarity administration and operational support.
- Monitor application health, support queues, scheduled jobs, interfaces, batch processes, and automated processes.
- Identify failed jobs, interfaces, or scheduled processes and follow documented recovery or escalation procedures.
- Perform routine data-integrity checks and document results.
- Assist with operational data validation and corrective-action procedures.
- Support user access, permissions, and application-administration requests in accordance with approved processes.
- Support periodic Clarity license-utilization reviews and reporting.
- Assist with application configuration activities under established standards and procedures.
- Assist with testing of incidents, fixes, enhancements, upgrades, patches, and releases.
- Create and execute defined test cases.
- Support UAT preparation and coordination.
- Support production-readiness checks and post-deployment validation.
- Support planned production deployments and weekend maintenance activities.
- Maintain operational runbooks, knowledge articles, Known Error Database entries, standard operating procedures, and support documentation.
- Participate in knowledge-transfer activities with the incumbent managed service provider.
- Ensure new operational knowledge is documented and shared with the team.
- Support incident, request, problem, change, and release-management processes.
- Assist with service KPI, SLA, backlog, and operational reporting.
- Support Disaster Recovery exercises and documented recovery procedures.
- Assist with user guidance and maintenance of training materials.
- Coordinate with Developers and the Team Lead on incidents requiring advanced functional or technical analysis.
- Coordinate with infrastructure or other support teams using documented escalation procedures.
- Execute administrative activities in accordance with SOX controls, access-management standards, security policies, segregation-of-duties requirements, and audit procedures.
- Maintain required control evidence for access changes, operational checks, and support procedures.
- Assist with periodic access reviews, audit evidence collection, and control testing.
- Participate in the team's 16x5 support coverage model.
- Participate in on-call support as assigned and appropriate for the role.
- Support planned weekend patches, releases, deployments, and maintenance activities.
- Develop technical capability in Clarity configuration, SQL, GEL, NSQL, XOG, integrations, and APIs through structured cross-training.
Required Qualifications
- Bachelor's Degree plus 2 years of experience in enterprise systems administration and infrastructure support
- Fields of Study: Information Technology, Computer Science, Engineering, Business Systems, or a related discipline.
- Foundational knowledge of enterprise application support or application administration.
- Basic understanding of relational databases and SQL.
- Strong analytical and troubleshooting capability.
- Ability to follow documented operational and change-control procedures.
- Strong attention to detail and documentation.
- Ability to communicate effectively with business users and technical teams.
- Demonstrated ability to learn new technologies.
- Ability to support scheduled weekend maintenance and participate in an on-call rotation as required.
Required Clarity PPM Skills and Experience
- Foundational to early-career hands-on experience with Clarity PPM administration or production application support.
- Foundational knowledge of Clarity user administration, security groups, access requests, application configuration, scheduled jobs, support queues, and routine operational procedures.
- Basic SQL skills for data validation, investigation, and operational support.
- Foundational exposure to GEL scripting, NSQL, XOG, REST APIs, XML, web services, or Clarity integrations is required. Deeper hands-on proficiency can be developed through structured training and experience in the role.
- Experience monitoring batch jobs, interfaces, scheduled processes, application health, and failed-process recovery or escalation.
- Experience supporting incident and service-request queues, maintaining accurate ticket updates, and following documented escalation procedures.
- Experience creating or executing test cases and supporting UAT, patches, releases, and post-deployment validation.
- Experience with application access administration, operational controls, documentation, runbooks, or knowledge articles.
- Exposure to SOX-controlled applications, formal change control, access governance, or audit evidence requirements is preferred.
- Demonstrated ability and willingness to develop Clarity technical skills in configuration, GEL, NSQL, SQL, XOG, APIs, and integrations over time.
Technical / Functional Skills
- Clarity PPM administration
- Application configuration
- Batch and scheduled-job monitoring
- Data-integrity validation
- User and access administration
- Knowledge Management and KEDB
- Access-management and change-control procedures
Key Success Measures
- Timely and accurate completion of incidents and service requests
- Effective monitoring and escalation of production issues
- Reliable execution of operational checks
- Accurate data-integrity and monitoring activities
- Quality and completeness of support documentation
- Growth in Clarity functional and technical capability
- Increased ability to independently resolve routine application issues
- Effective contribution to 16x5 support coverage
- Effective participation in weekend maintenance and on-call support
- Compliance with SOX, access, operational, and change-control requirements
Working Hours:
India: 05:30 PM to 02:30 AM IST
Philippines: 08:00 PM to 05:00 AM PHT