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.
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.
