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