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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