The Application Support Analyst is responsible for monitoring and maintaining the efficiency of our mail processing applications.
The Application Support Analyst is a crucial role that relies on quick thinking, creative solutions, prioritization, and timely communication.
In this role, you will also be the SME (Subject Matter Expert) and provide support for incident resolution and requests for service / information.
ESSENTIAL DUTIES AND JOB RESPONSIBILITIES :
Provide production support of highly complex applications in production by troubleshooting issues, proposing solutions, developing and testing fixes, and migrating solutions.
Perform end-to-end analysis of client IT landscape to identify issues in interfaces between applications and coordinate across multiple development teams in fixing the issues.
Provide SME support to root cause analysis (RCA) investigations.
Provide end user support for application knowledge and data to answer questions, clarify or provide training on application issues.
Logs incidents within the Incident Tracking System, clearly documenting symptoms and identifies root cause and provide / recommend solutions.
Participate in on call rotation, including some weekend support and hand-off of issues between onsite and offshore.
Troubleshoot software and configuration as necessary including, but not limited to reviewing code and associated scripts, reviewing application logs and updating configurations to resolve issues in a production environment.
Regularly receive escalated cases from management and must prioritize accordingly.
Regularly document and report product / application defects to the development team.
Cultivate and participate in cross-department communication, collaboration, and synergy.
Manage application software upgrades and server patches.
Monitor and assist the submission of proposed solutions in knowledge base and internal / external documentation.
Participate in escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Responsible for additional duties as assigned.
Travel to remote sites as required.
REQUIREMENTS AND SKILLS :
Excellent verbal and written communication skills and the ability to make decisions independently.
Relationship management and performance management skills.
Ability to effectively prioritize and execute in a high-pressure environment.
Self-motivated and detailed oriented.
Able to perform in a fast-paced environment and oriented to meeting project deadlines.
Time management skills to keep up with simultaneous tasks, projects, and assignments.
Application administration experience and requirements necessary to troubleshoot application environments.
Comprehensive knowledge of application programming and design to analyze and isolate issues.
Ability to analyze and develop solutions to highly complex problems.
Ability to blend creativity, problem solving, and technical skills for refining existing theories or developing new system approaches to seize opportunities and sustain business success.
EDUCATION / EXPERIENCE :
Bachelor’s degree in related discipline or an equivalent combination of education and work-related experience required.
3 to 5 years of related work experience.
2 years of experience in a leadership capacity.
Expertise on data files transfer techniques including FTP.
IT service management certification (ITIL) is an advantage.
3 years supporting applications running in Linux operating systems preferred.
1 year supporting cloud infrastructure and applications preferred.
Strong knowledge of querying databases and amending database objects (views, stored procedures, etc.) using Transact-SQL.
Experience working with Service Now, Jira, and Confluence, Splunk, ELK, DynaTrace
Experience with Java and Spring will be an advantage