IT Support and Application Analyst

The role involves providing technical support for business applications and IT services, managing incidents and service requests, and contributing to service improvement initiatives to ensure the smooth operation of enterprise applications. Responsibilities

• Provide level 1 and level 2 support for business applications and end users.
• Manage incidents, service requests, and problem tickets through ServiceNow (SNOW).
• Follow ITIL best practices for incident, problem, change, and request management.
• Investigate, troubleshoot, and resolve application-related issues promptly.
• Monitor application performance and proactively identify potential disruptions.
• Coordinate with application owners, infrastructure teams, and vendors to resolve issues.
• Support application deployments, upgrades, maintenance, and testing activities.
• Create and maintain support documentation, knowledge base articles, and procedures.
• Analyze recurring issues and suggest process improvements.
• Participate in root cause analysis and continuous improvement efforts.
• Provide excellent customer service and effective communication to end users and stakeholders.
• Support compliance with IT policies, standards, and security requirements.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3+ years of experience in IT support, application support, or a similar role.
• Strong understanding of ITIL framework and IT service management practices.
• Hands-on experience with ServiceNow (SNOW) or similar platforms.
• Experience supporting enterprise business applications.
• Excellent troubleshooting and analytical skills.
• Strong customer service and communication skills.
• Ability to prioritize tasks and handle multiple issues in a fast-paced environment.

Preferred Qualifications

• ITIL Foundation Certification or higher.
• Experience supporting manufacturing, industrial, or operational environments.
• Knowledge of change and release management processes.
• Familiarity with Microsoft 365, Active Directory, and enterprise applications.
• Experience working with cross-functional and global teams.