Customer Support Agent providing first - line support for the German Market. Working in a hybrid model from Barcelona with responsibilities in customer service and operations support.
About the role
- Application Support Specialist managing the City of Hamilton's EAM platform configuration, support, and reporting. Working as part of an Agile team to deliver technical solutions and enhancements.
Responsibilities
- Reporting to the Supervisor, Business Applications – Enterprise Asset Management (EAM), responsible for technical configuration, customization, integration support, reporting, and sustainment of the City’s Hexagon (HxGN) EAM platform.
- Provides technical expertise across system administration, performance optimization, troubleshooting, reporting, and development of EAM flexes, extensions, or integrations.
- Participates in sprint activities, estimates development effort, and delivers technical work items—such as configuration changes, data updates, integrations, GIS support, or reports to meet defined acceptance criteria.
- Configures and supports Hexagon EAM components including flexes, workflows, screens, extensions, and security.
- Troubleshoots application issues, supports performance tuning, and resolves defects in collaboration with IT and vendors.
- Develops and maintains EAM operational and analytical reports for divisions including Public Works, Transit, Waste Management, Water/Wastewater, and Transportation.
- Uses EAM-native reporting tools, SQL, SSRS, or Power BI to support divisional reporting needs.
- Designs, develops, tests, and deploys EAM enhancements, flexes, scripts, configuration changes, and integrations.
- Supports User Acceptance Testing by preparing technical test cases and assisting business testers.
Requirements
- Post-secondary education in Computer Science, Information Systems, GIS/Geomatics, Engineering Technology, or related discipline—or equivalent combination of education and progressive technical experience.
- Minimum five years of technical experience supporting enterprise applications such as application administration, configuration, development, integration, or reporting.
- Experience supporting or sustaining Hexagon (HxGN) EAM or another enterprise EAM/CMMS/ERP platform.
- Strong analytical and problem-solving skills with experience troubleshooting complex application or data issues.
- Experience working within Agile/Scrum delivery teams as a technical contributor.
- Ability to translate business requirements into functional and technical specifications.
- Strong understanding of SQL and relational databases (Oracle or SQL Server) and their use in EAM reporting, troubleshooting, or integrations.
- Experience working with cross-application integrations involving systems such as ERP, GIS, CRM, or EDRMS.
- Familiarity with ITIL-aligned incident, problem, and change management processes.
- Strong documentation skills (technical specifications, test scripts, configuration notes, and support procedures).
- Excellent communication and interpersonal skills; ability to collaborate across business and technical teams.
- Ability to work independently or as part of a cross-functional Scrum team, balancing multiple priorities under tight deadlines.
- High attention to detail and strong organizational skills in complex municipal or multi-departmental environments.
Benefits
- The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes.
- The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.
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