Application Support Analyst

Role & responsibilities

1. Internal System Application Support:

• Provide technical support for internal system applications, including troubleshooting, resolving issues, and ensuring smooth operation.
• Collaborate with development teams to identify and resolve application-related problems.

2. Query Triage:

• Receive, analyze, and prioritize incoming queries from users.
• Determine the urgency and complexity of each query to ensure timely and effective resolution.

3. Issue Tracking and Assignment:

• Utilize ticketing systems to track and manage incoming queries.
• Assign queries to the correct Level 2 (L2) associates based on their expertise and workload.

4. User Communication:

• Respond to users in a timely and professional manner, providing clear and concise information about the status of their queries.
• Escalate complex issues to higher-level support teams as necessary.

5. Documentation:

• Maintain accurate records of all queries, resolutions, and follow-up actions.
• Make sure to maintain metrics on query resolution times and user satisfaction.

6. Continuous Improvement:

Identify trends and patterns in user queries to suggest improvements in system functionality or user experience.

• Participate in regular meetings with the support team to discuss best practices, share knowledge, and address any challenges.

7. Knowledge Sharing:

• Stay updated with the latest features and updates of internal system applications.
• Share knowledge with other support analysts to ensure a cohesive and efficient support environment

Preferred candidate profile

• At least 1-2 years of experience in system support, preferably in an internal system application support role
• Experience with ticketing systems (e.g., Azure DevOps, JIRA) is preferred

Technical Skills:

• Basic understanding of SDLC methodologies
• Familiarity with Agile principles and practices
• Basic knowledge of testing concepts (e.g., unit testing, integration testing) to ensure requirements are met
• Ability to write clear and concise issue descriptions for technical teams

1. Soft Skills:

Strong Analytical Thinking: The ability to break down complex problems into smaller, manageable parts.
› Problem-Solving: A creative approach to finding solutions to data-related challenges.
› Communication Skills: Effective communication of technical concepts to both technical and non-technical audiences.
› Attention to Detail: Meticulous attention to detail to ensure data accuracy and consistency.
› Adaptability: The ability to learn new tools and techniques quickly.
› Teamwork: The capacity to collaborate with diverse teams and share knowledge.

5 days working from office & in rotational shifts

Perks and benefits