Application Support Analyst / Helpdesk Support

at Aspiree Inc. (Anywhere)
Published at Sep 27, 2020

Job description
• 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.
• Prioritize and schedule assigned support activities and tasks.
Requirements
● Excellent verbal and written communication skills
● Ability to work autonomously and drive outcomes
● Continual drive to improve service and outcomes
● 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.
● Bachelor’s degree in computer and information sciences or related field, or equivalent experience and training that provides the required knowledge, skills, and abilities.
● Technical documentation skills.
● Minimum 5+ year’s experience in technical support.
● 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.
● Ability to work well under pressure & in a team environment.
● Strong logical problem-solving skills with a keen eye for detail.
● Strong time management and prioritization skills.
● Willingness to learn new technologies and maintain industry knowledge.
● Preferably with Banking and lending experience but not required.
● ITIL Certificate would be an advantage.

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Published at Sep 27, 2020
Viewed: 4094 times