Application Support Analyst

US-NY-New York
Job ID
2017-2027
# of Openings
5
Category
Applications Engineering

Overview

We are looking for an Application Support Analyst, responsible for managing tickets day-to-day during normal business hours. The role will be the first line of defense for all reported production issues and work with support teams to deliver timely solutions. The candidate should be a highly organized individual with excellent communication skills. You will work with the business to ensure tickets are complete and appropriately triaged. You will work directly with engineers to help investigate issues and to transform tickets into actionable stories for the support team. You will be responsible for communicating progress and resolution to internal stakeholders. This role also engages with stakeholders to drive improvements in how they perform their work and leverage technology

Responsibilities

  • Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SMEs as needed to drive incident and problem management.
  • Provide timely feedback to end users on their service requests/problem tickets
  • Communicate any escalation of issues and or problems to proper management
  • Identify opportunities for automation and operational efficiencies.
  • Customer service orientation is key – on a daily basis you will collaborate with internal business partners, engineering teams and other technology professionals.
  • Participates in creating and developing standards, best practices, support guidelines and procedures
  • Provide back-up support to team members as needed.

Qualifications

  • Experience as part of an IT team, preferably in a medium to large sized organization
  • 1-2 years of directly related experience providing Deskside support to end users
  • Must be an ambitious self-starter who is able to tackle issues independently but also work with the rest of the team as a whole
  • Strong troubleshooting skills and prove ability to use the tools at hand to research and resolve problems
  • Demonstrated hands-on experience with ITSM tools (ServiceNow)
  • Comfortable working in a fast-paced, changing environment
  • Excellent written and verbal communication skills
  • Must be customer-focused, personable, professional and detail-oriented.
  • Knowledge of ITIL/ITOM processes and procedures

Education:

 

  • Completion of a 2 year degree or BA/BS highly preferred along with A+ Certification

     

    Bachelor’s degree in Computer Science, MIS, Engineering, or equivalent 

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