Web Applications Production Support Analyst

Atos Aurora , CO 80041

Posted 3 months ago

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Job Description

The Production Support Analyst is responsible for supporting application software in support of PromisePoint's web-based production environment. Under minimal supervision, you will monitor and investigate performance and functional issues in the production environment. You will observe and respond to support ticket queues, enterprise scheduler queues, and custom monitoring applications to detect and avoid/resolve technical operation issues. You will be required to work with internal and external technical teams to resolve production issues.


  • This is a onsite position in our Greenwood Village, CO office, Monday through Friday. Only candidates who are within a daily driving distance of the office will be considered or candidates willing to relocate for the role. Please note: relocation costs will be not reimbursed or considered in the compensation package.


  • Field incoming problem tickets from end-users and administrators to analyze and resolve application issues within web servers, databases, and other mission-critical systems

  • Interacts with business users and software vendors to troubleshoot software application issues

  • Assist in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of the production ready products

  • Performs system administration and configuration of web application software

  • Develops and maintains detailed administrative-level technical and help documentation for the operation of the applications

  • Analyze documented issues and resolutions to find ways to prevent repeated problems

  • Communicate application scheduled downtime or unforeseen problems details to key stakeholders, including management, internal teams and end users

  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved

  • Regularly monitor infrastructure, servers, databases, distributed batch jobs

  • Triage technical issues or escalate and work with appropriate technical teams to provide solutions or a temporary work-around

  • Support production releases

Incident Management:

  • Work with team members to coordinate incident management coverage

  • Provide communications during critical incident situations

  • Answer end user phone calls, monitor ticket queue, ticket analysis

  • Incident impact analysis

  • End to end view of issues for objectivity

  • Influence senior technology leads to ensure timely resolution of incidents

Problem Management:

  • Participate and ensure RCA (root cause analysis) activities on client impacting incidents are executed and action items are assigned / completed.

  • Provide expertise and support during critical incidents, interfacing with all impacted groups to better manage the message

  • Chronic issue coordination and leadership

  • Suggest and implement process improvements and innovations


  • 2+ years web-based application support - HTML, XML, SQL

  • Excellent communication skills, both verbal and written, with the ability to lead a conference call

  • Strong problem management skills in a technical support environment with acute attention to detail

  • Comfortable providing clear problem descriptions and guidance to business users in a time critical environment.

  • Should be able to provide 24/7 on-call support in rare situations and during after hour scheduled maintenance

  • Proven experience in incident/problem management

  • Ability to work independently as a self-starter, and within a team environment. Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously.

  • Solid understanding of the major functionality bundled into a release, both from a technology and business point of view

  • Build strong knowledge quickly of relevant applications and development life cycles

  • Understands and adheres to process and standards

  • Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint

  • Experience with IIS is a plus

  • Experience in power shell, or similar scripting languages is a plus

  • Experience with distributed applications (Windows, SQL, SQL Server, etc.) is a plus

Your Application

If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.

Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.

We are committed to making reasonable adjustments to the applications process for people with disabilities.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Analyst (IT Help Desk Associate) (3316263)

Graebel Relocation Services Worldwide

Posted 6 days ago

VIEW JOBS 10/10/2019 12:00:00 AM 2020-01-08T00:00 Graebel Companies, Inc. is searching for a Technical Support Analyst I to join our IT group. Graebel is a global organization with an Enterprise level Data Center located in Aurora, CO that supports operations in over 100 countries worldwide. The Technical Support Analyst I is responsible for fielding trouble calls, providing advanced PC and application level support to users to include providing communication/training to users on desktop systems, assisting them with setup issues, hardware or applications failure and documenting work via helpdesk ticket application. Provides advanced technical troubleshooting and escalation. Participates in project related activities. Mentors Analyst I and provides assistance on technical issues. Also responsible for administration and internal support of the Company's PCs, printers, cellular devices, and related equipment. Tasks performing PC maintenance, upgrades and configurations. Required Skills * Provide helpdesk support and resolve problems to the end user's satisfaction. Monitor and respond quickly and effectively to requests received through the IT helpdesk. Monitor service desk for tickets assigned to the queue and process first in, first out based on priority. Manage escalations appropriately. Mentor Analyst 1 team members. * Document internal procedures and support documentation. * Install, test, and configure new workstations, peripheral equipment and software. Maintain inventory of all equipment, software, and software licenses. Manage PC setup and deployment for new employees using standard hardware, images, and software. Assign users and computers to proper groups in Active Directory. Perform timely workstation hardware and software upgrades as required. * Assist with onboarding of new users. Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment. * Perform other related essential duties as assigned or requested. Required Experience Education: High school or equivalent. May include specialized classes beyond high school (Minimum). Bachelor's degree in Information Technology (IT) preferred. REQUIRED - Knowledge/Experience: Has proficient understanding of principles in one or more functions. General Work Experience: 2 - 4 years experience as a Help Desk Support Technician. Exceptional interpersonal and customer service skills. Ability to communicate with people at all levels and skill sets within the organization. PREFERRED - Knowledge/Experience: 2 - 4 years experience with PC Based computer systems, networking and specialized software packages. Advanced abilities with Active Directory, Microsoft Windows, Microsoft Office, printers, PCs, networks, VoIP. Ability to work well with and train customers on use of PC and applications. Licenses/Certifications/Specialized Training: Any technical certifications a plus (MCITP, CCNA, etc.) Skills and Abilities: Strong customer service skills, both written and oral, are required. Ability to communicate with people at all levels and skill sets within the organization. 2-4 years' experience in an IT Support function, preferably in a Customer Support role. Graebel Companies, Inc. is an EEO/AA Employer M/F/Disabled/Vet Graebel Relocation Services Worldwide Aurora CO

Web Applications Production Support Analyst