Application Support Analyst

· Ensures specialist knowledge of operating systems, devices, applications and software

· Provides support toward resolution of escalated support tickets. May perform the needed analysis to identify root cause of reported incidents, identify the short and long term remediation for the identified incidents

· Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date

· Creates process flowcharts, diagrams, drawings and other related documentation. Creates technical workflows using different modeling techniques.

· Analyzes various reports to ensure that the functionality and performance meets all product and service level requirements.

· Ability to manage code migration, document configuration changes, and monitor performance

· Ability to provide front-end support to internal departments and web-based clients.

· Advanced proficiency in determining the causes of application errors and repairing them.

· Work with appropriate teams to plan for and execute routine application support/maintenance activities

· Adhere to all documented Incident, Service Request and Problem Management processes

· Repair Application Software code, and correct any Incidents, Problems and/or Application Software defects

· Restore Services and resolve Application Incidents and Problems that require database, Application code and/or operational modifications

· Coordinate with 3rd Party Suppliers that have responsibility for Incident and Problem resolution related to their developed application software

· Update user, system, and operations documentation based on the Incident or Problem and error correction as necessar

Requirements

· Strong knowledge is Application Support and Maintenance

· Technical Support knowledge with ITIL Service Management process

· Software Programming and scripting experience in ColdFusion C#, .NET, Python, ColdFusion, Oracle PL/SQL and Windows/Linux scripting

· Experience as application developer

· In-depth knowledge of programming for diverse operating systems (Windows & Linux) platforms

· Excellent understanding of software design and programming principles