Application Support Analyst

• Act as the escalation point for unresolved application issues from first-level support.
• Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.
• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.
• Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.
• Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.
• Participate in incident reviews and retrospectives, offering technical insight and recommendations.
• Create and maintain knowledge base articles to support internal teams and end-users.

• Understanding of Software Development Lifecycle and Agile methodologies including Agile Scrum.
• Intermediate SQL skills, with the ability to read and write queries and DML scripts.
• Experience with tools such as Splunk and Dynatrace for searching and filtering logs for specific transactions and errors.
• Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.
• Strong written and verbal communication skills.
• Ability to work collaboratively and independently, managing multiple issues according to priority.
• Familiarity with incident management and change control processes in regulated environments.

Education

• Bachelor’s: Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.

Work Experience:

• Minimum of 3 years of experience in a technical and application support environment.
• Experience working in a software engineering environment is preferred.
• Entry or junior level software engineering experience or training is highly valued for this position.