Application Support Analyst
The Application Support Analyst is responsible and accountable for providing first response to incoming client calls in conjunction with responding to client requests submitted through customer service ticketing system.
Additionally the Application Support Analyst will identify complex issues, escalate as necessary and follow-up to ensure resolution combined with on-point results.
Daily tasks
- Provide first response to incoming Client calls.
- Respond to Client requests submitted through customer service ticketing system.
- Provide support to Clients in Production by responding to inquiries and reported issues.
- Investigate, troubleshoot and resolve Client issues.
- Provide on-the-spot individual training to Client.
- Communicate with Clients regarding the release schedule and upcoming enhancements.
- Track all support related Client correspondence in customer service ticketing system.
- Assist other staff members with resolving Client issues.
- Identify more complex issues and escalate as necessary. Follow-up to ensure resolution.
- Identify and escalate recurring issues.
- Create and/or run SQL queries in order to access information in multiple environments.
- Participate in ongoing learning of new functionalities added to the platform.
- Assist in preparing and delivering Client training, as assigned.
- Assist with special projects, as assigned.
Requirements
Experience in application support (preferably in finance/banking) Experience using SQL/T-SQL on the MS SQL Server platform. Knowledge of IT infrastructure management (any of: Windows Server, IIS, AWS). General knowledge in networking Windows/network configurations/routes/firewalls. Experience working with ServiceNow and Jira Strong critical thinking and analytical skills required. Practical knowledge of English language proficiency.
Nice to have: A good understanding of best practice application development methodology (C#, .NET). Knowledge of Cloud technology (preferably AWS).
Must have: SQL, T-SQL, Windows Server, MS SQL Server, IIS, Windows, PowerShell, Analytical skills
Nice to have: C#, .NET, AWS