Application Support Analyst

Ensures specialist knowledge of operating systems, devices, applications and software

Provides support toward resolution of escalated support tickets. May perform the needed analysis to identify root cause of reported incidents, identify the short and long term remediation for the identified incidents

Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date

Creates process flowcharts, diagrams, drawings and other related documentation. Creates technical workflows using different modeling techniques.

Analyzes various reports to ensure that the functionality and performance meets all product and service level requirements.

Ability to manage code migration, document configuration changes, and monitor performance

Ability to provide front-end support to internal departments and web-based clients.

Advanced proficiency in determining the causes of application errors and repairing them.

Work with appropriate teams to plan for and execute routine application support/maintenance activities

Adhere to all documented Incident, Service Request and Problem Management processes

Repair Application Software code, and correct any Incidents, Problems and/or Application Software defects

Restore Services and resolve Application Incidents and Problems that require database, Application code and/or operational modifications

Coordinate with 3rd Party Suppliers that have responsibility for Incident and Problem resolution related to their developed application software

Update user, system, and operations documentation based on the Incident or Problem and error correction as necessar

Requirements

Strong knowledge is Application Support and Maintenance

Technical Support knowledge with ITIL Service Management process

Software Programming and scripting experience in ColdFusion C , .NET, Python, ColdFusion, Oracle PL/SQL and Windows/Linux scripting

Experience as application developer

In-depth knowledge of programming for diverse operating systems (Windows & Linux) platforms

Excellent understanding of software design and programming principles