Application Support Analyst

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Application Support Analyst

Experience: 3–8 years Location: Vadodara

Role Overview

We are looking for a Support professional to manage and operate the end-to-end support process for Solver and other internal business applications. The role involves handling support tickets, coordinating across tools like ServiceNow and JIRA, managing manual workflows where automation is not available, and ensuring adherence to standard support processes and SLAs.

Key Responsibilities

· Own and manage the end-to-end support process for Solver and other business applications

· Act as the first point of contact (L1/L2) for support tickets raised via ServiceNow, email, or other channels

· Perform manual ticket handling, triage, assignment, follow-ups, and closure where automation is not in place

· Ensure accurate syncing and updates between support tools (e.g., ServiceNow ↔ JIRA), including status, comments, and resolution details

· Coordinate with development, QA, and business teams for issue resolution and escalations

· Identify duplicate, invalid, or low-value tickets and close them as per defined guidelines

· Maintain support documentation, SOPs, and standard operating procedures

· Define and enforce standard support requirements such as:

o SLAs and response timelines

o Ticket quality standards (description, impact, priority)

o Communication standards with stakeholders

· Participate in backlog reviews, support dashboards, and reporting

· Continuously identify opportunities to improve support efficiency and automation readiness

Required Skills & Experience

· 3–8 years of experience in Application Support / IT Support / Support Operations

· Hands-on experience with ServiceNow, JIRA, or similar ticketing tools

· Strong understanding of incident, request, and problem management processes

· Experience working in environments with partial or no automation, requiring manual coordination

· Good analytical and troubleshooting skills

· Strong written and verbal communication skills

· Ability to work with cross-functional teams across time zones

Good to Have

· Experience supporting enterprise or internal business applications

· Exposure to CPQ, Sales Enablement, or enterprise platforms

· Understanding of automation, integrations, or workflow tools (even at a functional level)

· Experience creating dashboards or basic support metrics

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.