Application Support Analyst

The Application Support Analyst is a dedicated Level 2 Application Support professional responsible for providing production support, issue resolution, and operational stability for critical business applications. The Analyst will be a key production resource supporting Salesforce and/or Sterling Order Management System (OMS) environments, along with a strong background in application troubleshooting, incident management, and customer support. This position plays a critical role in maintaining application performance, minimizing business disruptions, and driving continuous improvements across support processes. The primary duty is to handle ITSM, ServiceNow tickets, incoming queries, tickets, and help with requests from end users. The candidate will be responsible for taking detailed notes of the problem the user is experiencing, determining steps they can take to resolve the issue, and managing the flow of incoming incidents/requests, SLA, and best practices.

Essential Tasks

• Work with the Onshore and Offshore team members to track the work on a daily/weekly basis.
• Come with experience in Production Support and share ideas on areas of improvement.
• Good knowledge of working with Service Now, reporting via Service Now.
• Ensuring the incidents and Service requests are addressed within the defined SLA’s.
• Receives and handles incoming issues for applications following agreed procedures.
• Provides application production support for core applications that support the business including BY WMS, iSeries, Salesforce, Boomi, etc.
• Logs incidents and service requests and maintains relevant records.
• Identifies and classifies incident types and service interruptions.
• Records incidents cataloging them by symptoms and resolution.
• Acts under guidance to record and track reliability data for our services.
• Escalates complex or unresolved incidents to Level 3 Application support.
• Systematically interprets user problems and identifies solutions and possible side effects.
• During change, acts systematically to respond to the day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.
• Provides first line investigation, triage and diagnosis and promptly allocates unresolved issues as appropriate.

Responsibilities

• Support, monitor, test and troubleshoot user and system related application and software productions problems. Escalates as appropriate.
• Performs daily ticket analysis and maintenance. Follows up on requests and annotates tickets as appropriate with progress and status. Ensure the requestor stays informed.
• Responsible for communicating, promoting, and adhering to IT standard operating procedures (SOP).
• Analyze user needs, problem-solving and reach acceptable solutions.
• Identify gaps in systems and processes that would cause incorrect data and performance issues.
• Provide Level 1/2 support for the platform and applications, escalate issues according to guidelines, and track to resolution.
• Ability to be flexible and quickly adapt to a changing and fast-growing environment.
• Always maintains a high level of system support and client satisfaction to end-users.
• Champion the adoption of self-service analytic tools and reporting environments

• Must be detail oriented, organized, service oriented and responsible.
• Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Understanding the implication of new information for both current and future problem-solving and decision-making.
• Able to motivate themselves and a team to work together in the most efficient manner.
• Able to perform effectively with supervision, either independently or as a team member.
• Comprehensive knowledge of supported applications and improving processes.
• Able to maintain confidentiality of information and systems.
• Must be available and willing to work on weekends and holidays as we determine are necessary or desirable to meet business needs.
• Excellent interpersonal, written, and oral communication skills required.
• Strong customer service, presentation skills and require a high level of adaptability.
• Able to execute other duties as assigned., * Bachelor’s degree in relevant technical field preferred., * 3 - 4 years of Applications/system/technical support experience related to hands-on practices and processes
• Experience with industries such as distribution and supply chain preferred.
• Strong troubleshooting/problem solving skills.
• Professional communication and customer service skills, both written and oral, are a must.
• Strong organizational skills with a keen ability to prioritize and multi-task.
• 3+ years of experience with supporting users, remote and local, in an environment with more than 100 users.
• Ability to focus on issues and collaborate with IT & business partners.

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