Application Support Analyst

• Provide support to office or business unit users of proprietary or custom application software.
• Answer technical questions, troubleshoot problems, and guide users to gain productive use of software.
• May extract data, format and run reports, or perform specific analytical functions using application.
• May have substantial subject matter knowledge of business unit discipline.
• Includes both staff in corporate facilities supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.

Key Job Functions

• Provide technical application support to production applications, systems and business team.
• Investigate incidents, interruptions or bugs in operational systems.
• Perform triaging and problem solving to identify issues and implement change or workaround to ensure continued use of the application.
• Develop data extractions or develop reports from requests or requirements stated by clients.
• Use database, report writer, data mart, or specialized applications to generate reports or analyses.
• Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
• Provide support during maintenance and upgrade events.
• Mentor and support junior members of the team.

• Education: Bachelor s degree, * 8+ years related work experience in an application/production support role.
• Provide two tier support to applications, provide assistance to all end users, identify and resolve issues in production.
• Maintain schedule jobs and perform troubleshoot on processes and resolve all issues.
• Provide training to various new employees and assist with expert knowledge on production processes.
• Document all production applications and resolve all application issues and answer all requests.
• Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
• Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
• Experience of supporting complex, multi-module, custom applications.
• Experienced in troubleshooting and root-cause analysis.
• Understanding of database principals and extensive hands-on experience with SQL.
• Working knowledge of UNIX and networking, experience with Java based applications.
• Knowledge of Operating Systems, Middleware, DB, Webservers.
• Incident, Change, and Problem Management experience.
• ITIL Foundation Certification (Preferred.)
• Experience with ITSM Tools (Service Now, Remedy or other ticketing tools.)
• Command Center experience, or experience of managing major incident events, is desirable.
• Must be willing to provide on call support on a rotation basis for 24x7 support. When on call, requires off hour and weekend support.