Analyst, Application Support

Job Description

Your New Role:
The Application Support Analyst will analyze, perform, and track system configuration, support release management tasks, and any maintenance as required. The Application Support analyst will also act as a subject matter expert for the functions assigned to them, as a liaison to the business and IT units. This includes interaction with business users, Service Desk staff, business analysts, quality assurance analysts, and software development teams to resolve application and environment problems.

Your Role Accountabilities:
• Provide 2nd level support for production issues across multiple applications, including problem identification, definition, and implementation of short-term work around and coordination of long-term software solution with business analysis and development team.
• Develop and maintain effective working relationships with business customers to maintain business expertise and alignment.
• Clear understanding of software development lifecycle methodologies and documentation standards
• Provide functional and business expertise for IT projects and business systems support
• Monitor (ServiceNow) trouble management system to ensure all reported production issues are addressed according to published service level agreement
• Prioritization of production issues and coordination of standard business initiatives.
• Provide system expertise to the IT training team in support of new employee training and ongoing system training needs Maintain ongoing communication with Service Desk, end-users, business analysts, QA team, development team on IT systems and issues.
• Work with Development & IT Infrastructure team to debug performance problems
• Participate in technical design reviews to ensure user requirements are met by QA testing
• Provide operational support for vendor and in-house business applications.
• Coordinate Review and respond to system audit alerts in a timely manner.
• Maintain up-to-date documentation and procedures that define the operability of the application and system administration.
• Monitor servers for performance and service interruption.
• Maintain configuration of multiple environments and support the implementation of application patches and releases.
• Perform configuration management for implementation of new system functionality into production.
• Support New Network Launches and Rebrands configuration.
• Provide yearly upfront support including after hours and weekend support as needed.

Qualifications & Experiences:
• Bachelor's degree in Information Systems, Computer Science, or related field from an accredited university.
• Almost 3 years of Application Support experience.
• Fluent English. Good communication and customer service skills.
• Ability to work across multicultural virtual teams.
• Ability to multitask and ensure that overall priorities are being met.
• Quick Learner. Ability to read, interpret, and utilize technical software documentation for trouble ticket solution execution.
• Strong organizational and problem-solving skills
• Strong analytical skills. Detail oriented and able to complete duties with a high level of accuracy.
• Familiarity with MS Office & Google Suite products; primarily Excel – ability to troubleshoot, debug, create pivots, etc.
• Cursory understanding of Infrastructure technologies, SQL database, system design and architecture.
• Comfortable in working in highly iterative and somewhat unstructured environment

Jobcode: Reference SBJ-d25bwy-3-129-211-72-42 in your application.