Technical Support - Application Support Analyst

Northpointe Bancshares, Inc.
Miami, United States of America
23 days ago

Role details

Contract type
Temporary contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English, Spanish
Experience level
Intermediate
Compensation
$ 67K

Job location

Miami, United States of America

Tech stack

Artificial Intelligence
Confluence
JIRA
Knowledge Management
Web Platforms
Atlassian Tools
ServiceNow

Job description

We are seeking a highly skilled and proactive Application Support Analyst for a global financial firm. The Application Support Analyst will support the Digital Channels and is a hands-on role focused on incident management, user support, troubleshooting, and ensuring continuity of service for client-facing platforms. Additionally. the position serves as a liaison between Operations, Helpdesk, Development, third parties, and business users., Act as the main liaison for production incidents (functional and technical)

  • Perform L1 triage, user support, and initial troubleshooting

  • Manage incidents end-to-end, including escalation to Development or vendors

  • Create and track tickets in ServiceNow / Jira

  • Maintain knowledge base documentation in Confluence

  • Coordinate user-impact communications with Helpdesk and internal teams

  • Support change and release activities from an operational perspective

  • Improve escalation quality and reduce ticket misrouting

  • Identify recurring issues and drive proactive improvements

Requirements

3-5 years of experience

  • Bilingual in English/Spanish (written & verbal)

  • Experience in application or production support (preferably digital/web platforms)

  • Strong troubleshooting and coordination skills across multiple teams

  • Client-oriented communication (technical and non-technical)

  • Familiarity with ServiceNow, Jira, Confluence

  • Understanding of incident management and escalation processes

  • Structured, service-oriented, and accountable working style

  • Proactive mindset with focus on continuous improvement

  • Ability to leverage AI tools responsibly for analysis, communication, and efficiency

Nice-to-Haves:

  • Banking or financial services experience

  • Knowledge of digital channels, authentication, or transaction support

  • Exposure to change/release processes

  • Experience with distributed teams

  • Familiarity with AI-assisted support or knowledge management

Pay: From $32.00 per hour

Application Question(s):

  • Do you have 3-5 years of applications support experience?
  • Do you have experience with ServiceNow, Jira and Confluence?

Language:

  • Spanish (Required)
  • English (Required)

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