Serve as primary point of contact for all incoming requests/incidents/problems for applications within scope and escalate issues as appropriate.
Provide application support to business users inclusive of investigating data discrepancies, reviewing application errors, troubleshooting integration points from upstream and downstream systems, review of monitoring systems, and interact with vendors when required.
Manage and resolve technical issues within targeted SLAs while providing excellent customer service.
Author and update detailed documentation of known system issues/limitations, common errors, and other relevant knowledge base article contributions.
Responsible for properly documenting all required fields for incident/issue tracking including all interactions with the user, steps taken to resolve issue, additional troubleshooting information, and following up with the user to ensure satisfaction of issue resolution.
Must adhere to Service Management Office standards for ticket entry, incident resolution, and problem management escalation procedures.
Support analysts should be able to identify root cause analysis/propose enhancements to existing applications to improve their functionality or address any issues that arise.
Responsible for identifying known errors and problem trends for finding permanent solutions.
Monitor application performance and identify issues before they arise.
Experience supporting a large scale application environment and team.
Exceptional technical judgment, analytical, and problem solving skills are required.
Strong communication skills are a must, both written and verbal, as application support analysts work closely with various entities ranging from business users, management, and vendors. Negotiation skills are very useful as application support analysts may be required to liaise with vendors for troubleshooting.
Application support analysts must have a specialist knowledge of technical applications and a good understanding of operating systems, computers, and applications software.
Proficient use of ticket tracking system such as HP Service Manager, HEAT, Kace, JIRA, Spiceworks, etc.
Must have knowledge with complex application infrastructure environments. For example, must be able to understand the impacts of data flows from various systems and end to end processes
Familiarity with various application environments is required (i.e. client/server, thick client vs thin client, SaaS, etc.)
Strong understanding of monitoring tools and batch processing tools required (i.e. Solarwinds, Control-M, etc.)
Proficient use of SQL with the ability to write queries, view stored procedures, and troubleshoot data discrepancies
Familiarity with relational database concepts
Knowledge base creation/maintenance required
ITIL and Six Sigma certifications are a plus
Financial or compliance background is a plus
root cause analysis, SQL, application support, documentation, powershell, load balancing
Vaco - Raleigh