Senior Application Support Analyst - Techno Talent Inc.
U.S. CITIZENSHIP OR GRE*N CARD REQUIRED DUE TO GOVERNMENT ELIGIBILITY REQUIREMENTS.
Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.
Provide tier-2 application support and assistance to end users, resolving production issues.
Maintain scheduled jobs, troubleshoot processes, and resolve issues.
Train new employees and share expert knowledge on production processes.
Document all production applications, resolve issues, and respond to support requests.
Monitor performance metrics of production systems, identify root causes of technical issues, and recommend solutions.
Participate in periodic meetings, maintain production applications, and plan appropriate support strategies.
Experience supporting complex, multi-module, custom applications.
Skilled in troubleshooting and root-cause analysis.
Strong understanding of database principles with extensive SQL experience.
Working knowledge of UNIX, networking, and Java-based applications.
Familiar with Operating Systems, Middleware, Databases, and Webservers.
Experience with Incident, Change, and Problem Management.
ITIL Foundation Certification (preferred).
Experience with ITSM tools (ServiceNow, Remedy, or other ticketing tools).
Command Center or major incident management experience (desirable).
Willingness to provide 24x7 on-call support on a rotational basis, including off-hours and weekends.
Experience managing and optimizing on-call schedules for support teams.