Senior Systems Engineer

Key Responsibilities: 

• Provide Tier 2 support for ViewPoint, resolving functional and configuration‑related incidents escalated from Tier 1
• Act as a key escalation point for complex ViewPoint functionality issues
• Troubleshoot issues related to configuration, permissions, workflows, and user experience
• Manage incidents through to resolution, ensuring clear communication with stakeholders
• Maintain a deep understanding of ViewPoint functionality, modules, workflows, and business use cases
• Advise business users on best practices for using ViewPoint effectively
• Translate business requirements into appropriate application configuration and usage patterns
• Support functional testing and validation during changes, upgrades, and new feature adoption
• Configure and maintain ViewPoint settings in line with business and operational requirements
• Assess configuration changes for risk, impact, and alignment with support standards
• Ensure configuration is documented, repeatable, and supportable
• Support vendor releases and upgrades by validating configuration compatibility
• Administer and maintain ViewPoint RBAC, ensuring appropriate access aligned to job roles
• Assist with access reviews, audits, and compliance activities
• Troubleshoot permission‑related issues and segregation‑of‑duties concerns
• Create and maintain application documentation, including, user manuals, functional walkthroughs, configuration and support documentation.
• Develop and deliver ViewPoint training for business users and support teams
• Act as a subject‑matter resource for functional questions and usage guidance
• Participate in major incidents involving ViewPoint, providing functional leadership
• Support root cause analysis for recurring functional or configuration issues
• Liaise with Quantios vendor support to raise functional defects, clarify expected behavior, and track resolutions

 Required Skills & Experience: 

• Strong hands‑on experience supporting ViewPoint (Quantios) in a production environment

• Deep understanding of:
  • ViewPoint functionality and workflows
  • Application configuration options
  • Role‑based access control (RBAC)
  • User experience and reporting from a functional perspective
• Ability to explain complex functionality clearly to non‑technical users
• Typically 5+ years of experience in application support
• Proven experience operating in a Tier 2 application support role
• Experience supporting financial services or regulated business applications is strongly preferred
• Strong stakeholder engagement and communication skills
• Ability to balance operational support with enablement and improvement activities
• High attention to detail and documentation quality
• Confident trainer and knowledge‑sharer with a service‑oriented mindset
• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience
• ITIL Foundation or higher