App Automation Eng Senior Analyst

Skill required: Tech for Operations - Customer Technical Support

Designation: App Automation Eng Senior Analyst

Qualifications:BTech/Bachelor of Information systems and Management/Bachelors of Information Technology

Years of Experience:5 to 8 years

What would you do?
The Application Automation Engineering Senior Analyst will be part of the Application Automation Engineering Team. The Application Automation Engineering Senior Analyst will be responsible for ticket troubleshooting, carrying out Impact Analysis' when required, and provides multiple resolution to tier 1 and 2 issues as it relates to problems associated with Application Service and Cloud technologies. The Application Automation Engineering Senior Analyst will work with our internal users and provide first and second level support for issue pertaining to but not limited to permissions, user issues, investigatory of tech cases that are required to maintain and support both our business and its clients.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProvide technical assistance on the use of specific systems, software and infrastructure and in troubleshooting of technical problems.

What are we looking for?

Minimum 3 years of application support experience or a technology degree.

Over 3 years in software engineering or supporting enterprise applications.

Experience with CRM applications and complex integrations.

Additional experience in data analytics is advantageous.

Proficiency in MS Tools like Power BI and Power Apps.

Familiarity with Agile and Waterfall Models.

Strong understanding of Integrated Platforms and analytical skills.

Highly articulate individual with technical problem-solving abilities.

Exceptional communicator and presenter across all business levels.

Knowledge of information security, risk management, and compliance.

Proficient in scripting languages (Bash, Perl, Python, PowerShell) and basic networking.

Previous experience in technical support, troubleshooting, or application support.

Good understanding of SQL and interpersonal skills.

Solid familiarity with ticketing systems like Jira and DevOps.

Bachelor's degree preferred, especially in Computer Science.

Thorough knowledge of supply chain processes is essential for this role.

Bachelor's degree or equivalent in a related field required.

Master's degree preferred.

Certification as an Application.com Admin is advantageous. Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts

Administer end-user permissions, password resets, and data access.

Troubleshoot software production issues, update tickets, and enhance functionality.

Provide timely and effective customer support, ensuring issue resolution.

Prioritize and escalate tickets to appropriate personnel.

Document resolution activities and system configurations accurately.

Escalate process change requests for approval.

Support QA/UAT testing of new application releases.

Stay informed about product updates and bug fixes.

Utilize integration capabilities and analytics tools like Power BI.

Promptly report system issues.

Develop into a Subject Matter Expert (SME) in applications and business processes.

Collaborate with stakeholders on IT issues affecting business operations.

Investigate user queries and liaise with relevant teams.

Escalate risks to development and engineering teams.

Provide weekly updates on production issues and client communications.

Offer technical support for software applications, collaborating with developers to improve performance.

Act as an expert on supported applications, addressing user inquiries and issues.

Analyze root causes of application problems.

Create and update documentation and training materials for end-users.

Take part in software testing and quality assurance, including user acceptance testing.

Aid in new software implementation and post-implementation support.QualificationsBTech,Bachelor of Information systems and Management,Bachelors of Information Technology