09 Apr
Technical Analyst - Application Support
Vacancy expired!
- Function as the initial point of contact for all SML related issues identified during scaleup activities
- Communicating and responding to site contacts in Start Up Support Chat
- Monitoring the SNOW Assignment Group
- Answering questions from business implementation staff
- Aide in troubleshooting software problems as they pertain to the SML Application
- Act in troubleshooting tablet infrastructure to ensure successful SML implementation
- Use the SOTI application to remotely manage and configure devices
- Resolve technical issues and remove impediments to allow for an optimized experience for the end users
- Escalate issues as needed and as defined by SML Service Level Agreements
- Provide comprehensive support to users to achieve resolution to outstanding problems or issues
- Manage customer relationships by maintaining a high level of customer focus ensuring issues are handled in a timely manner (according to the SLAs) with acceptable quality measurements
- Work within ServiceNow and additional communication channels to research issues and, when appropriate, route to others in a timely manner
- Research issues by debugging code and conducting data analysis
- Understand client’s requirements and how they translate into application features
- Provide options for application enhancements based on your observations and customer’s feedback
- Compare advantages and disadvantages of alternatives
- Collaborate with customers and IT professionals to drive improvements
- Assist with Quality Assurance through testing enhancements and features
- Writing and maintaining user documentation
- Develop technical documents to accurately represent application functions for support purposes
- Strong customer focus
- Prior experience working in an Application Support role (2nd level support).
- Ability to read and debug code to identify issues in languages like C#, VB.NET, ASP.NET and/or Javascript – we don’t need a programmer – just someone who can read/support code
- 2+ years of experience in agile SDLC, with a focus on testing and support
- 2+ years of experience and a solid knowledge of Microsoft SQL Server (queries and stored procedures)
- 2+ years of experience with Microsoft Office Suite (Word/Excel, etc.)
- Ability to provide effective application training
Vacancy expired!