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Full-time Email Us Application Support Analyst

at Aspiree Inc. in Metro Manila
Published at Sep 16, 2020

Responsibilities:
Provide application support for a variety of third-party applications including Netsuite, Copper, Zapier, Elmo, Katabat, CultureAmp, Expedo, JuzTalent, and new applications as required.
Work closely with external vendors and IT team members to help resolve issues.
Manage incidents, problems, and changes through the ticketing system (Jira).
Stakeholder management with key business users.
Work with project teams to ensure handover operations is completed to a high quality.
Create and maintain detailed documentation such as operational manuals, troubleshooting guides.
Provide staff training and assistance for general support queries relating to the supported applications.
Contribute to the continuous improvement of the application support function by maintaining awareness of technology developments and making appropriate recommendations to enhance application services.
Provide timely communication to users on the status of their service requests and incidents.
Ensure problem prevention methods are continually applied to improve service levels.
Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.

Qualifications:
Bachelor’s degree in computer and information sciences or related field, or equivalent experience and training that provides the required knowledge, skills, and abilities.
Minimum 5+ year’s experience in technical support
Excellent verbal and written communication skills
Ability to work autonomously and drive outcomes
Technical documentation skills
Strong analytical and problem-solving skills, experience documenting technical issues and resolutions, and sharing information across the team.
Strong sense of accountability to ensure follow-through to complete tickets and keep all stakeholders updated through the process.
Customer service focus and ability to build relationships with customers to understand their business needs and provide solutions.
Proven track record working in an Application Support role supporting business-critical applications.
Service management skills and abilities to manage a portfolio of multiple IT applications.
Preferably with Banking and lending experience but not required.
ITIL Certificate would be an advantage.

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