Applications Support Analyst

The Applications Support Analyst is responsible for providing functional and technical support to users for applications or systems.

* Provide functional and technical analysis.

* Troubleshoot and resolve escalated tickets and communicate the solution to customers via the Service Desk or other support personnel.

* In senior level roles: Serve as a subject matter expert.

* Develop or adapt training material.

* Negotiate with vendors.

* Gather and validate change requests and bug fix requirements and liaise with Development team.

* Assist with testing of new application functions, releases and promotions.

* Liaise with AODC and other business application groups on day-to-day operations.

* In Functional Support Analyst role: Answer, analyze and provide quality checks for incoming tickets and route them appropriately.

* Liaise with Service Desk on ticket auto-assignment.

* Coordinate with Service Desk for new applications and module decision tree configurations in Remedy.

* Produce metric reports on incoming tickets.

* Provide governance to ensure tickets are fixed on time.

* Organize ad-hoc backlog campaigns.

* In Technical Analyst role: Respond to ALM tickets on reported system bugs and enhancements.

* Liaise with the Functional Analyst on reported system issues.

* Work with the data centers and monitor the performance of the systems.

* define the technical solution with the Architecture team to meet business requirements, as well as the project plan, resources, schedule, and budget required to deliver the solution.

* Manage the execution of application upgrades and organize the transition to Service Operation.

* Manage the L3 development teams.

* Provide system monitoring and performance.

* Maintain the systems’ technology stack.

* Operate within the Security operations standards and guidelines.



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