Position Summary:
The Sr. Application Support Analyst is responsible for monitoring and maintaining the efficiency of our mail processing applications. The Sr. 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.
Key Responsibilities:
- Cultivate and participate in cross-department communication, collaboration, and synergy.
- Logs incidents within the Incident Tracking System, clearly documenting symptoms and identifies root cause and provide/recommend solutions.
- Provide production support of highly complex applications in production by troubleshooting issues, proposing solutions, developing and testing fixes, and migrating solutions.
- 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.
- Travel to remote sites as required.
- Monitor and assist the submission of proposed solutions in knowledge base and internal/external documentation.
- Participate in on call rotation, including some weekend support and hand-off of issues between onsite and offshore.
- Participate in escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Provide end user support for application knowledge and data to answer questions, clarify or provide training on application issues.
- Manage application software upgrades and server patches.
- Provide SME support to root cause analysis (RCA) investigations.
- 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.
- Regularly receive escalated cases from management and must prioritize accordingly.
- Regularly document and report product/application defects to the development team.
- Responsible for additional duties as assigned.
Required Education & Experience:
- Excellent verbal and written communication skills and the ability to make decisions independently.
- Self-motivated and detailed oriented.
- Strong knowledge of querying databases and amending database objects (views, stored procedures, etc.) using Transact-SQL.
- IT service management certification (ITIL) is an advantage.
- 3 years supporting applications running in Linux operating systems preferred.
- Able to perform in a fast paced environment and oriented to meeting project deadlines.
- Relationship management and performance management skills.
- 1 year supporting cloud infrastructure and applications preferred.
- 2 years of experience in a leadership capacity.
- Ability to effectively prioritize and execute in a high-pressure environment.
- 3 to 5 years of related work experience.
- Bachelor’s degree in related discipline or an equivalent combination of education and work-related experience required.
- Expertise on data files transfer techniques including FTP.
- Experience working with Service Now, Jira, and Confluence, Splunk.
- Time management skills to keep up with simultaneous tasks, projects, and assignments.