SME Technical Support Medius (ITP)

Sme Technical Support

As a SME technical support, you will join the Global Process Owners department to contribute to Stryker's goals by ensuring a robust support infrastructure for the Global Finance Services. The Tier 2 Technical Support serves as an escalation point for complex technical issues unresolved by Tier 1 support. This role combines strong technical troubleshooting skills, systems knowledge, and business application understanding to diagnose, resolve, and document incidents and service requests. The role works closely with Tier 1 support, application owners, infrastructure teams, and vendors to maintain service levels and ensure operational continuity across enterprise platforms and applications.

Incident & Problem Management

• Investigate and resolve moderately complex incidents escalated from Tier 1 support.
• Analyze patterns of recurring issues and support root cause analysis in collaboration with Tier 3 or engineering teams.
• Maintain clear and detailed incident documentation and resolution notes.

Technical Troubleshooting

• Troubleshoot application, system, network, and infrastructure issues, including logs and integrations.
• Assist with performance issues, data errors, and technical glitches in business-critical applications (e.g., Medius, ERP, CRM, custom systems).
• Recreate user issues in test environments to isolate bugs or identify configuration errors.

Collaboration & Escalation

• Liaise with development teams, third-party vendors, and infrastructure teams for issues requiring deeper technical expertise.
• Escalate unresolved incidents following defined SLAs and provide detailed diagnostics.
• Partner with Tier 1 teams to coach and enhance their technical troubleshooting knowledge.

System & Application Support

• Perform routine system checks and scheduled maintenance, as well as monitor health indicators across key platforms.
• Manage user provisioning and access for more advanced configurations and integrations.
• Support deployments, application patches, and testing for new releases or updates.
• Enhancements or New Application Support

Knowledge Management

• Create and update technical documentation and knowledge base articles for Tier 1 and end-user use.
• Contribute to support playbooks, runbooks, and best practice guides.
• Continuous Improvement

Recommend improvements to support processes, tooling, and automation based on ticket trends. Track and report on performance metrics related to incident resolution, response time, and quality. Training & Onboarding Support

What you need:

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field, or equivalent work experience.
• Fluent spoken and written English.
• Proficient with support tools (e.g., ServiceNow, Zendesk, Jira) and ticketing systems.
• Familiarity with common enterprise applications (ERP, CRM, HRIS, etc.) and general IT concepts.
• 3-4+ years of experience in an operational AP role or systems administration.
• Proficient in troubleshooting business applications and networking fundamentals.
• Experience using ITSM tools such as ServiceNow, Zendesk, or Jira Service Management.
• Familiarity with databases (SQL), scripting (PowerShell, Python), and APIs is a plus.