About this role
Role Purpose Contribute with the necessary technical knowledge, within Global Professional Services, to the Design, Analysis, Creation, Test, Release and Distribution of different Software Tools to facilitate the Installation, Configuration and Maintenance of Glory Software Products. These activities will predominantly cover Glory Self-Service Business, however the role will also cover Support and Maintenance of Global Software Bug Tracking Systems, as well as Triage Analysis and Diagnostic Process of Software Issues relevant to Professional Services team. The role may include other activities that include Infrastructure Support for other Glory Teams, either global or regional, or occasional Customer Support. End to End control (from Design to Maintenance) of Software Tools created to deploy Glory’s Self-Service Systems in internal or Customer environments. The Tools include tasks such as full installation of OS, OS Updates, system drivers, system settings, external tools and Glory’s middleware or Glory’s applications. Administration and Maintenance of Bug Tracking System. This task would include regular updates of new versions and creation of customized scripts and reports as needed, Maintenance of System Settings, and Management of Users and Projects Profiles. Investigate reported issues through analysis of application server logs, database logs, Windows and Linux server logs. Recreate minor field problems for verification and analysis enabling quick resolution for customers or for further escalation as needed. Perform software testing to confirm resolution of fixed issues and verification of new product releases. Work with Hardware Product Support groups to resolve Glory software issues. Work with Regional Connectivity and Engineering Teams to confirm and prioritize issues for the development roadmap. Provide software support expertise to internal Glory or external Associates for software products developed and marketed by Glory Global Solutions. Write or help Technical Writers to produce end-user product documentation. Prepare information for software releases to Glory Regional Connectivity Groups. Prepare training materials for use by Glory Software Team and regional Connectivity Groups. Supports other activities of the Global Professional Services Team as assigned.