APPLICATION SUPPORT ANALYST JOB DESCRIPTION

Application support without structure looks like this: an SLA breach at 2 a.m., no documented workaround, and a production system that no one fully understands. The Application Support Analyst owns the answer to that problem. Sitting inside enterprise IT operations, this role holds accountability for incident triage, ITIL-governed change processes, and the health of business-critical applications that internal and external stakeholders depend on daily. Demand for analysts who can read a system at the configuration level - not just escalate - remains steady across mid-to-large IT environments.

As the Application Support Analyst, you will manage the full incident lifecycle for enterprise applications, from initial triage through root cause resolution, while keeping SLA targets and ITIL process standards intact. You will operate within an IT operations team, coordinating daily with development, infrastructure, and business stakeholder groups to sustain application availability and drive continuous improvement.

Career Impact: Hands-on ownership of ITIL-governed incident and problem management builds the kind of cross-functional credibility that advances analysts toward Application Support Engineer or IT Operations Lead roles within two to three years.

Business Impact: When production systems serving internal users and external clients stay within SLA, revenue-impacting outages are avoided and business stakeholders can trust the applications they rely on every day.

Growth Opportunity: Exposure to release management, SQL database support, and automation of recurring incidents expands your technical range in ways that make you competitive for senior engineer and DevOps-adjacent positions.

• Triage and resolve application incidents at Level 1, 2, and 3 severity within agreed SLA timeframes.
• Monitor application health, performance metrics, and system logs to detect and prevent failures before they impact users.
• Conduct root cause analysis on recurring incidents and define workarounds that reduce repeat ticket volume.
• Coordinate with development, infrastructure, and vendor teams to resolve issues that cannot be closed at the configuration level.
• Manage all support tickets within the ITSM platform, maintaining accurate status updates and audit-ready documentation throughout.
• Analyse support trends to identify systemic application problems and recommend process or configuration improvements.
• Maintain and update knowledge base articles, SOPs, and release documentation to support consistent service delivery.
• Participate in on-call rotation and after-hours support coverage to ensure production continuity during planned deployments and incidents.

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• 2 or more years of application support experience, with demonstrated ownership of incident triage and resolution in an enterprise environment.
• Working knowledge of ITIL framework principles covering incident, problem, change, and release management.
• Ability to write and interpret SQL queries for data investigation and issue diagnosis across relational database environments.
• Experience using ITSM or service desk platforms to log, track, and manage support tickets at production quality.
• Proficiency with Linux or Unix operating systems, including the ability to read logs and run diagnostic commands.
• Strong written and verbal communication skills, with ability to translate technical findings for non-technical stakeholders.
• Demonstrated analytical and troubleshooting skills, including structured root cause analysis on complex application issues.

• ITIL Foundation certification or evidence of formal ITIL training completed within the last three years.
• Experience with scripting in Bash, Python, or PowerShell to automate recurring manual support tasks.
• Familiarity with cloud infrastructure platforms and their impact on application hosting, availability, and incident response.
• Prior exposure to release or change management processes within a regulated or audit-sensitive IT environment.

• Mean time to resolution (MTTR), measuring how quickly incidents are closed from first contact to verified fix.
• SLA compliance rate, tracking the percentage of tickets resolved within contractually agreed timeframes.
• Repeat incident rate, reflecting how effectively root cause analysis prevents the same issue from recurring.
• Ticket documentation score, measuring completeness and audit-readiness of logged support records.
• Knowledge base contribution count, tracking new and updated articles published per quarter.
• Typical tools: ITSM platforms (commonly ServiceNow or Jira Service Management); database query tools (commonly SQL Server Management Studio or DBeaver).

• Base Salary Range: $65,000 to $90,000 annually, depending on experience and location
• Bonus: Annual performance bonus of 5 to 10% of base salary, where applicable
• Equity: Uncommon at this level; stock options or RSUs available at select employers
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization
• PTO: 15 to 20 days annually, plus public holidays and sick leave
• Common Perks: On-call stipend, professional development reimbursement, remote or hybrid flexibility

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required for this position. Employment is contingent on successful completion of a background check conducted in accordance with applicable law. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected under federal, state, or local law. Candidates requiring a reasonable accommodation during any stage of the application or hiring process should contact the recruiting team to make that request.

The Application Support Analyst owns the provision of Level 1 and 2 support for digital platforms, managing and resolving incidents at a functional or configuration level while escalating significant issues to the Development Manager. Working as the central point of contact for application-specific issues, this role delivers superior customer service to internal and external users by prioritising queries, ensuring service requests are actioned within agreed SLA commitments, and driving analysis of problem trends to reduce recurring incidents.

Key Responsibilities

• Ensure continued operation of digital platforms through the provision of Level 1 and 2 support during agreed support periods.
• Manage and resolve incidents at a functional or configuration level.
• Where significant impacting incidents are unresolved, escalate to Development Manager or senior team member.
• Ensure that service and system support requests are actioned in accordance with agreed Service Level commitments and business priorities.
• Participate in user and technical forums to provide direction on the treatment of incidents and work closely with additional support teams to resolve incidents and problems.
• Keep incident managers informed of the progress of incidents.
• Analyse problems and trends to reduce the overall number of incidents related to application problems.
• Raise and manage tickets within Service Desk Management tool, ensuring regular updates occur and excellent ticket quality.
• Act as a central point of contact regarding application-specific issues for all users via relevant Service Desk queries.
• Display a proactive approach in the maintenance of application systems, being aware of releases and enhancement requirements and the impact these have on system maintenance.
• Provide superior customer service to internal and external customers by prioritising queries and requests and advising customers of resolution or escalation.

Required Qualifications

• 3+ years of experience in the application support industry.
• 1+ year of experience with SQL and Oracle, including desired knowledge for troubleshooting applications, required.
• Computer programming practices and test planning and execution experience.
• Scripting languages include T-SQL, PowerShell, and XQuery.
• Experience in documentation and issue tracking systems such as Jira, Service Desk, and Confluence.

Embedded within an enterprise-level technical support environment, the Application Support Analyst performs in-depth analysis of customer-reported issues to determine root cause, workarounds, and preventative solutions across software, integrations, and hosting environments. Working closely with cross-functional teams, this role builds knowledge of the product and related technologies over time to shape the quality of incident management, troubleshooting documentation, and customer communications for a global customer base.

Core Functions

• Perform in-depth analysis of customer-reported issues, determine root cause, workarounds, and preventative solutions.
• Review log files, databases, and system configuration to track potential causes of issues.
• Work with other teams as required to support customers.
• Participate in rotating on-call shifts.
• Contribute to ticket updates, incident reports, and other written communications.
• Contribute to the product knowledge base for incident management and troubleshooting.
• Take technical inquiries relating to software, integrations, and hosting environments.
• Learn the product, how it works, and related technologies, improving knowledge and capabilities over time.

Qualifications & Experience

• 5+ years of experience working within an enterprise-level technical support environment with direct customer engagement.
• Experience working directly with customers in any field, with openness to career-changers and self-taught candidates with some technical experience.
• Solid knowledge of operating systems, specifically Windows OS and Linux.
• Experience working with databases, messaging systems, and cloud platforms as an asset.
• Ability to communicate clearly and concisely in both written and verbal forms.
• Commitment to continual learning.
• Experience with airlines is considered an asset but not required.

Reporting to the application support team, the Application Support Analyst I receives and resolves routine customer support calls involving system software, hardware, and general inquiries while documenting all activity in the helpdesk ticketing system. Partnering with customers and internal teams, this role delivers accurate, timely escalation and follow-up on production issues and change requests, supporting healthcare lab and blood bank environments with specialised application knowledge.

Primary Duties

• Receives and resolves routine customer support calls involving system software and hardware, maintenance, and general inquiries.
• Documents all support calls in the helpdesk ticketing system in a timely and accurate manner.
• Follows established procedures in resolving end-user problems.
• Troubleshoot production issues and independently run routine scripts to fix data problems.
• Write moderately complex change requests to support customer needs for enhancements or defects.
• Escalate and hand off to other areas or teams appropriately.
• Routinely follow up with customers on the status of their tickets.

Skills & Qualifications

• Bachelor's Degree in Medical Technology or equivalent diploma, or SBB, MT, or MLT Training Certifications.
• Minimum of 2 years of experience working in a hospital lab or blood bank.
• Experience with BloodTrack system, SafeTrace Tx transfusion management software, and/or TEG Hemostasis Analyzer is highly desired.
• Strong technical aptitude.
• Strong written and verbal communication skills, with strong listening ability.
• Ability to communicate clearly and effectively with customers via email and phone.
• Ability to work assigned Eastern Time Zone shifts and alternating shifts and weekends, providing remote off-hours application support.
• 10-25% travel as needed.

Sitting at the intersection of technical application support and IT service management, the Application Support Analyst provides second- and third-line technical support to users worldwide while monitoring system usage and producing documentation of application environments and dataflows. Operating across development, release, and production support activities, this role ensures support activities and metrics remain within defined SLAs and KPIs, contributing to successful Service Transition and enhancement delivery in a London Markets Insurance context.

Duties

• Provide second- and third-line technical support to users worldwide.
• Monitor system usage and performance, investigate and implement proactive support measures.
• Perform analysis of data issues and suggest and implement appropriate resolutions.
• Adhere to agreed standards of development and release or deployment.
• Work closely with users to understand requirements for enhancement and provide appropriate solutions.
• Ensure that support activities and metrics are within defined SLAs and KPIs.
• Produce and maintain documentation of application environments, dataflows, and support processes.
• Provide support and expertise to projects and enhancements to ensure successful Service Transition into Production support.

Requirements

• ITIL Foundation Level Certification.
• Microsoft Azure Fundamentals certification.
• 2+ years of application support experience in a 2nd/3rd line role.
• Experience supporting SQL Server (2008/2012/2014) and strong SQL knowledge.
•  Working knowledge of ITIL incident, problem, change, and release management.
• Skills in SQL Server Integration Services (SSIS), SQL Server Reporting Services (SSRS), and Master Data Services (MDS).
• Experience with Incident Management Tool ServiceNow.
• Customer service-oriented approach with strong analytical and logical problem-solving skills.
• London Markets Insurance background preferred.

A key member of the IT application support team, the Application Support Analyst performs application enhancements or changes requested by the business and conducts Business Intelligence design and implementation using the Microsoft BI stack. Collaborating across internal teams and external software vendors, this role builds and maintains SQL databases, SSIS, and SSRS solutions while ensuring performance, security, and availability of enterprise business applications under an ITIL framework.

Functions

• Perform application enhancements or changes requested by the business, or liaise with external software vendors or providers who perform enhancements or upgrades.
• Identify and resolve issues with applications following agreed procedures, using application management software and tools to collect agreed performance statistics.
• Ensure that incidents and requests are handled according to agreed procedures.
• Install, repair, or maintain existing technologies under an ITIL framework.
• Ensure performance, security, and availability of SQL databases and provide SQL support to application specialists.
• Conduct Business Intelligence design and implementation using Microsoft Business Intelligence stack including SSIS and SSRS.

Experience & Qualifications

• 5+ years in an IT application support environment, with 3+ years supporting enterprise business applications.
• Advanced SQL querying and data analysis.
• Experience writing and optimising large, complicated SQL statements.
• Advanced skills in SSIS and SSRS.
• Experience with Microsoft Azure and SharePoint is desirable.
• Ability to plan and manage resource requirements from high-level specifications.
• Flexible to work outside normal business hours for planned out-of-hours work.

Accountability for application health and user experience rests with the Application Support Analyst, who triages and resolves software application issues, including debugging, performance analysis, and coordination of fixes with development, infrastructure, and external vendor teams. Based within a business or IT-related support function, this role leads analysis of support enquiries to identify recurring user problems and recommends process improvements to enhance quality and efficiency across the software delivery lifecycle.

Accountabilities

• Triage and resolve software application issues, including debugging, analysing performance and data anomalies, and coordinating fixes.
• Work with development and infrastructure teams as well as external vendors to determine root cause of issues.
• Develop automated processes to replace manual tasks and reduce associated risks.
• Support key business events and data migrations.
• Analyse support enquiries to identify recurring user problems and recommend solutions.
• Suggest ways to improve existing processes or create additional ones to improve quality and efficiency.

Technical Qualifications

• Experience in a relevant Business or IT-related support role.
• Solid analytical, troubleshooting, and debugging skills with the ability to collect, analyse, and present complex material and data.
• Experience of business analysis, release management, and service delivery are highly desirable.
• Understanding of ITIL framework, SDLC, and DevOps concepts and methodologies is highly desirable.
• Demonstrated experience liaising with stakeholders to understand problems and working through proposed solutions.
• Excellent written and verbal customer-facing communication skills with a high attention to detail.

As the Application Support Analyst, this role supports and closes incident tickets, including root cause analysis, diagnoses system problems, and coordinates implementation of solutions across development and support teams within a banking sector environment. The banking operations team relies on this work to maintain OS configuration, uphold application quality standards, manage known error workarounds, and ensure problem management processes prevent issue recurrence while contributing to knowledge database automation.

Activities

• Support and close incident tickets, including root cause analysis.
• Conduct day-to-day interaction with business stakeholders at all levels.
• Diagnose system problems and define and coordinate the implementation of solutions individually and with other development and support teams.
• Monitor and maintain the OS and manage its configuration.
• Ensure workflows, processes, tooling, and applications are of the highest quality standard.
• Define workarounds for known errors and initiate process improvements.
• Maintain a knowledge database and contribute to automating manual processes.
• Get involved in problem management to identify root causes and ensure issues do not recur.

Position Requirements

• ITIL Foundation certification.
• 3+ years of experience in an Application Support role.
• Hands-on experience with Unix/Linux, log analysis, and Oracle database.
• Knowledge of SQL, including understanding and modification of queries.
• Knowledge of scripting languages such as Bash and Shell.
• Knowledge of a ticketing system, preferably ServiceNow.
• Experience with PostgreSQL and in the banking sector.
• Good problem-solving, diagnostic, and communication skills with ability to deliver high-quality service.
• English: C1 Advanced.

Application Support Analyst delivers system health monitoring, incident resolution, and release process management for new software versions within a capital markets technology environment. Success in the position means maintaining proficiency across Linux, SQL databases, and real-time messaging technologies while communicating effectively with technical teams, including vendors, developers, and infrastructure, to automate and enhance workflows.

Operational Focus

• Monitor system health and resolve incidents.
• Investigate past incidents and manage the release process for new versions of software.
• Automate and enhance workflows.
• Work closely with business stakeholders to resolve issues with technical systems and applications using ticket tracking.
• Regularly communicate with technical teams including vendors, developers, and infrastructure on release management and issue resolution.

Knowledge, Skills & Abilities

• Bachelor's degree in Computer Science or relevant STEM subject with a GPA of 3.0 or above.
• Understanding of server, storage, MQ, and application technologies including Java, .NET, and C++.
• Proficiency with Linux and SQL databases such as Sybase, DB2, and Oracle, including the ability to search log files and compose SQL queries.
• Network diagnostic skills and experience with networks and real-time messaging technologies including multicast, TCP/IP, UDP, and SNMP.
• Scripting skills in Perl, Python, or UNIX shell.
• Excellent spoken and written English communication skills.

The Application Support Analyst produces and maintains web applications, database integrations, and middleware solutions to support college operations, delivering training to staff and working with a variety of stakeholders to maximise their application capabilities. Working closely with IT and business teams, this role advances the development and optimisation of integration processes between college applications and systems, contributing to project implementation and operational excellence in an Australian higher education environment.

Key Deliverables

• Deliver training to staff in the use of college applications.
• Perform database maintenance and support.
• Work with a variety of stakeholders to allow them to maximise their capabilities.
• Develop and maintain web applications.
• Design, develop, and maintain new and existing integration processes between College applications and systems using middleware.
• Participate in the development, implementation, and review of projects to support, enhance, and optimise operations using modern technology and best practices.

Professional Experience

• Minimum of 3-5 years of experience in a similar position with full working rights in Australia.
• Microsoft SQL and/or MySQL Server experience.
• Proficiency with Data Integration Tools such as MuleSoft and Pentaho.
• WordPress development and management, REST Web Services and APIs, and web development skills using PHP, ASP, or CFM.
• Strong stakeholder management skillset and proven capacity to work in a team environment.
• Strong aptitude for learning new systems, applications, and procedures.

Embedded within a professional services or legal environment, the Application Support Analyst oversees and manages a suite of business applications and associated systems, coordinating application upgrades and managing all aspects of support from break/fix through minor enhancements via the ITSM suite. Working closely with business users, Service Desk teams, and IT partners, this role develops deep understanding of application interdependencies and contributes to training materials, change management, and on-call production support to sustain firm-wide application availability.

Areas of Ownership

• Oversee and manage a suite of business applications and associated systems.
• Provide secondary application support via phone, in person, or through written communications.
• Coordinate and assist in performing application upgrades and manage all aspects of application support, including project, break/fix, and minor enhancements, through the ITSM suite.
• Maintain current and accurate support documentation used by the Service Desk and ensure applications are fully patched per the Firm's patch management policy.
• Coordinate and communicate with business users on issues, maintenance, and upgrades, and develop a deep understanding of applications, supporting systems, infrastructure, and their interdependencies.
• Coordinate data propagation to and from peripheral systems, troubleshoot performance and space issues, and monitor, track, and report on performance and capacity planning.
• Collaborate in the creation of training materials, adhere to and participate in the Firm's Change Management process, and participate in on-call rotation for after-hours break/fix support.

Education & Experience

• Bachelor's degree.
• At least 8 years of IT experience, including 5+ years in software development or DBA experience and 3+ years of executive-level customer service engagement.
• At least 5 years of experience in a professional services or legal environment preferred.
• Expert knowledge of Enterprise Software Systems.
• Advanced knowledge of SQL, SQL Server Administration, IIS, ASP.NET, and software development procedures.
• Advanced proficiency in Microsoft Office Suite and Atlassian tools, including Confluence, Jira, and Portfolio.
• Working knowledge of Intapp, Carpe Diem, Salesforce, or other professional services platforms preferred.
• Advanced knowledge of customer service practices and philosophy.

Reporting to the application management team, the Application Support Analyst monitors incoming service requests and incidents for assigned applications, investigating and diagnosing them according to priority while assisting with incident response for critical and high-severity issues. Partnering with individual users, developers, stakeholders, and IT leadership, this role refines process and knowledge documentation, performs basic data analysis on reported issues, and maintains schedule flexibility to support production environments during evenings and weekends.

Role Responsibilities

• Monitor incoming service requests and incidents for assigned applications and investigate and diagnose them according to priority or rank.
• Assist with incident response and communications for critical and high-severity application issues.
• Maintain process and knowledge documents for assigned application areas and perform daily and weekly monitoring and control tasks.
• Perform basic data analysis on reported issues and act as a Subject Matter Expert for support across multiple processes.
• Work with individual users to gain understanding and information about reported issues and assist in testing software changes as assigned.
• Maintain schedule flexibility, including weekend or evening availability based on an on-call schedule to provide production support.

Background & Experience

• Bachelor's degree in Computer Science or a related field, or equivalent experience.
• 1-2 years of experience in a related field, with 6-12 months in a Help Desk or support role preferred.
• Desire to develop an in-depth understanding of business operations and enterprise systems.
• Ability to work independently on escalations and collaborate with developers, stakeholders, and IT leadership to troubleshoot issues.
• Quick learner, critical thinker, and team player who picks up technical concepts quickly.
• Good customer service skills and strong verbal and written communication skills.

Sitting at the intersection of contact center operations and enterprise application support, the Application Support Analyst resolves priority 1 to 4 incidents for Nice InContact and IVR applications within SLA timelines while working with vendors and providing operational data to agents and management. Operating across a global service delivery center in tandem with onsite teams, this role advances incident management and resolution for business support services by analysing scripts in Studio, tracing logs, and automating repeated processes.

Job Functions

• Resolve priority 1 to 4 incidents raised by customers for Nice InContact and IVR applications within SLA timelines.
• Work with vendors on incidents requiring resolution and provide useful and accurate operational data to agents and management.
• Analyse scripts in Studio based on issues reported by agents and debug code accordingly by making necessary changes.
• Collect and trace logs to provide resolutions to end users and document proprietary and environment-specific workarounds and fixes.
• Identify repeated processes in operations and automate them with the help of the engineering team.
• Deliver services within agreed SLA and monitor Dashboard health status and troubleshoot Zoom rooms using JAMF remotely.
• Help resolve Zoom application and operating system issues and ensure all issues are handled in a timely manner.

Minimum Qualifications

• Bachelor's or Master's degree required, with preference for Computer Applications.
• 3-6 years of expertise in enterprise application support.
• Experience with Nice InContact and IVR applications, including knowledge of sandboxes, code-related issue handling, routing processes for Work Items and Pathfinder, studio trace troubleshooting, and configuring skills, agents, and security profiles in InContact Central.
• Good understanding of IT Service Management and ITIL processes.
• Knowledge of Spearline testing, Catchpoint alert monitoring, Zoom Integrations, and Mac/iPad devices.
• Team player with ability to communicate effectively with global teams and diverse cultures.
• Readiness to work in rotational shifts, including night shifts, for 24/7 coverage.

A key member of the application support team, the Application Support Analyst serves as the initial escalation point for Service Desk Tier 1 and performs routine application maintenance, including host file updates, log rotation, and shell scripting. Collaborating across development, infrastructure, and customer support functions, this role develops and implements performance monitoring dashboards using tools such as Splunk, ThousandEyes, and Graphite, and executes weekly code deployments to the Production environment.

What You'll Do

• Serve as the initial escalation point for Service Desk Tier 1 for application issues.
• Perform routine application maintenance including host file updates, log rotation, and shell scripting for common tasks.
• Contribute information to project plans and meet stated deadlines.
• Compose clear documentation and reports and prepare PowerPoint slides and informational presentations.
• Maintain and update third-party applications such as Docker, Kubernetes, Tomcat, and WAS.
• Monitor application performance including memory, logging, and latency.
• Perform weekly code deployment to the Production environment and implement and maintain performance monitoring dashboards using tools such as Splunk, ThousandEyes, and Graphite.
• Support application deployment for new and existing services and support Customer Support on merchant-escalated application issues.

Required Qualifications

• 2 years of work experience with a Bachelor's degree or an Advanced Degree.
• Experience working in a Linux or UNIX environment.
• Basic shell scripting and programming knowledge.
• Basic understanding of Linux systems, databases, network concepts, the software development lifecycle, and Docker and Kubernetes architecture and networking.
• Experience with enterprise monitoring and dashboard creation.
• Strong written and communication skills.
• Strong work ethic and ability to work in a fast-paced, team-oriented environment.
• Self-motivated and goal-driven with the ability to manage individual projects to meet business needs.

Sitting at the intersection of technical analysis and customer-facing support, the Application Support Analyst researches and tracks issues across a suite of desktop, mobile, and web applications for the automotive and insurance industries. Operating across engineering, QA, and stakeholder teams, this role advances resolution by analysing system behaviour and industry data sources, using specialised tooling to document and communicate customer issues, and driving assigned tasks to completion with transparency on status.

Day-to-Day Responsibilities

• Research issues and inquiries to determine validity and reproducibility.
• Track and report on the status and resolution of issues and inquiries.
• Analyse system behaviour and industry data sources to determine possible resolution approaches.
• Collaborate with internal teams to discuss and determine issue resolution about application and support requirements.
• Use specialised software tooling to document, track, and communicate customer issues related to data sources.
• Communicate effectively with a diverse set of technical and non-technical stakeholders.
• Drive assigned tasks to completion while providing transparency on status and promoting a positive work environment based on trust and respect.

Qualifications & Experience

• 3+ years of experience in a software support role with experience querying databases and creating SQL statements.
• Experience testing with API platforms such as Postman and with desktop, web, and mobile applications.
• Experience tracking and analysing financial data.
• Familiarity with accounting, invoicing, or similar software applications.
• Operational working knowledge of Microsoft Office including Outlook, Excel, and Word.
• Use a mix of analysis, critical thinking, and creativity to solve problems.
• Proactive and detail-oriented with a bias toward action and organised thinking that can operate with some ambiguity.
• Motivated by delivering value to customers.

A key member of the application support function, the Application Support Analyst troubleshoots data and technical issues, manages incident resolution and prioritisation, and participates in weekly calls with Lines of Business and Call Center teams to discuss trending issues. Collaborating with stakeholders and development teams, this role refines incident triage and root cause follow-up processes, solving production-down situations under tight SLA deadlines and clearly articulating issues to drive resolution.

Scope of Work

• Troubleshoot data and technical issues and manage incident resolution and prioritisation.
• Triage incident resolution by working with stakeholders and update, track, report, and maintain incident status.
• Conduct root cause and problem resolution follow-up.
• Participate in weekly calls with Lines of Business and Call Center teams to discuss trending issues and provide feedback and resolution paths.
• Clearly articulate issues to the development team to assist in identifying root causes.
• Solve production-down situations under tight SLA deadlines.

Skills & Qualifications

• Excellent spoken and written English communication skills with the ability to express ideas and concerns directly in team meetings and via remote-working tools.
• Must be a team player with demonstrated ability to communicate effectively with both technical and non-technical individuals.
• Self-starter who is motivated, innovative, capable of handling a team, providing technical solutions, and flexible in work hours.
• Ability to deal with complex information, processes, and relationships to derive simple solutions, including experience with automation and simplification of tasks.
• Ability to take issue escalations from multiple groups and articulate them clearly to development teams.

Application Support Analyst advances technical and business support for users of Citi Applications, leveraging knowledge of financial markets, products, and payment platforms to field issues and queries from stakeholders and provide short-term resolutions while working with technology partners for long-term remediation. Success in the position means developing a comprehensive understanding of how application support areas collectively integrate to achieve business goals, acting as a liaison between users, traders, internal technology groups, and vendors.

Work Activities

• Provide technical and business support for users of Citi Applications.
• Utilise good understanding of apps support procedures and concepts, and basic knowledge of other technical areas, to field issues and queries from stakeholders and provide short-term resolutions while working with technology partners for long-term remediation.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users, traders, internal technology groups, and vendors.
• Participate in disaster recovery testing and application releases from development through testing and deployment into production.
• Develop and maintain file transfer scripts and support local New Payment Platform and Faster Payment testing and releases per industry standards.

Requirements

• 2-5 years of experience in application support with basic knowledge of app support procedures and other technical areas.
• Basic business knowledge and understanding of financial markets and products.
• Knowledge and experience of problem management tools.
• Understanding of how own sub-function integrates within the function.
• Previous experience in or interest in standardisation of procedures and practices, and participation in some process improvements.
• Developed communication and diplomacy skills to persuade and influence stakeholders.
• Good customer service, communication, and interpersonal skills.

The Application Support Analyst creates resolutions to highly technical and complex problems for catastrophe modelling software and other analytics toolsets, managing tickets through ITIL processes with direct end-user communications and root cause analysis. Working with internal IT teams and external third-party vendors, this role coordinates installation and maintenance across multiple software instances and contributes to the support knowledge base to sustain high-quality service delivery.

Performance Expectations

• Solve highly technical and complex problems for catastrophe modelling software and other analytics toolsets.
• Manage tickets using a call tracking system and ITIL processes, including direct end-user communications, root cause analysis, and resolution.
• Interact with internal IT teams and external third-party vendors to troubleshoot and resolve underlying problems.
• Perform installation and maintenance on multiple software instances on a variety of hardware.
• Perform SQL Server and Windows Server administrative activities.
• Contribute to the support knowledge base by creating or updating solution documents.

Experience & Qualifications

• Degree-level education with proven related experience and previous IT Application Support experience.
• Working knowledge of Microsoft Windows Server and HPC; Microsoft SQL Server.
• Microsoft Azure experience.
• ITIL knowledge and/or use of call tracking software.
• Knowledge of Reinsurance and/or Catastrophe Modelling software such as RiskLink or Touchstone.
• Good admin skills.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Able to work effectively with internal and external customers both independently and in a team environment.

Embedded within a business or IT support team, the Application Support Analyst executes first-level application support by collaborating closely with end-users to troubleshoot, reproduce, and resolve reported issues across Oracle e-Business Suite and POS systems. Working closely with technical and non-technical personnel, this role responds to user requests through email and ticketing systems, maintains a high degree of customer service for all support queries, and recommends improvements to processes or tools.

Core Responsibilities

• Provide first-level application support by collaborating closely with end-users to troubleshoot, reproduce, and resolve reported issues.
• Respond to user requests through email and the ticketing system, provide clear documentation, and perform daily ticket maintenance and management with appropriate follow-up.
• Create good documentation on resolutions to issues solved and recommend improvements to processes or tools.
• Support, monitor, test, and troubleshoot user and system-related application and software production problems and escalate as appropriate.
• Maintain a high degree of customer service for all support queries while adhering to all service management principles.
• Aid promptly to enable diagnosis and resolution of production issues.

Technical Qualifications

• Bachelor's degree in Computer Science, Business, or equivalent work experience.
• 1-3 years of Application Support experience.
• Functional knowledge of Oracle e-Business Suite Release R12 in a multi-organisation environment preferred.
• Experience supporting POS systems, payment processing, and other operational system functions.
• Strong troubleshooting and analysis skills.
• Professional communication and customer service skills, both written and oral.
• Ability to communicate with both technical and non-technical personnel.
• Flexible and adaptable with the ability to learn new applications quickly, work independently with high accuracy, and collaborate effectively with others.

The Application Support Analyst elevates IT systems availability, reliability, and performance for global business processes by performing proactive application health checks, managing incidents to completion, and leading problem management on recurring issues throughout their lifecycle. Working with clients, Relationship Managers, Project Managers, and infrastructure teams, this role coordinates change management activities, DR testing, user attestations, and cross-region training to support regulatory operations and investment banking technology environments.

Key Responsibilities

• Provide high-quality application and user support to ensure IT systems availability, reliability, and performance that support business processes globally.
• Perform proactive application health checks to prevent potential failures and manage incidents through to completion by engaging various IT teams.
• Perform effective problem management on recurring incidents and lead problems throughout their lifecycle to ensure high-quality, on-time resolutions in production.
• Ensure all changes to the Production Environment follow the Change Management process and review the IT environment proactively to support new regulations and address procedure gaps.
• Perform scheduled activities such as DR testing, user attestations, and remediation of control audits, and update knowledge base articles on a timely basis while conducting cross-region trainings.
• Develop and maintain relationships with clients, Relationship Managers, and Project Managers, and provide after-hours and occasional weekend support as required.

Position Requirements

• Degree in Engineering or Computer Science preferred.
• At least 5 years of prior experience as an IT Support Analyst or development background in Investment Banking.
• Knowledge of financial securities.
• Strong Unix/Linux experience and solid infrastructure understanding.
• Experience writing SQL for data retrieval, updates, and inserts on DB2, Oracle, and MS SQL Server.
• Strong understanding of ITIL Incident, Problem, and Change Management.
• Experience in Regulatory and Banking Operations technologies such as payments, reconciliation, settlements, and confirmations.
• Experience in scripting, automation, and process improvement.
• Experience with messaging, middleware, and Java application servers.
• Knowledge of SWIFT infrastructure preferred.
• Good written, oral, and interpersonal communication skills.

Embedded within an SAP support function, the Application Support Analyst coordinates FICO module support across GL, AR, AP, FA, CCA, IO, and TR, managing the SAP Helpdesk support operation and driving operational projects such as DR exercises and audit activities. Working closely with end-users, vendors, and business stakeholders, this role guides ongoing application support across the SDLC, conducts regular user training, and maintains operations SOPs to identify and facilitate business process improvement opportunities.

Core Functions

• Provide 1/2/3 level support on FICO modules (GL/AR/AP/FA/CCA/IO/TR) to end-users, troubleshoot and resolve problems and incidents, and keep users informed of progress on incident resolution.
• Manage and oversee the SAP Helpdesk support operation, plan and drive activities to support users, ensure calls are prioritised and resolved per SLA, and achieve high user satisfaction.
• Drive operational projects such as DR exercises, audit activities, user authorisation management, and security and resilience-related tasks.
• Provide ongoing application support across various stages of the SDLC, including input on non-functional requirements, test case evaluation, and test result review.
• Maintain Operations SOPs, ensure documentation and development standards are adhered to, and continually identify business process improvement opportunities while facilitating change and gaining user consensus.
• Conduct regular user training and manage vendors.
• Handle various ad-hoc tasks as assigned.

Knowledge Skills & Abilities

• Bachelor's Degree in IT or Computer Science, or equivalent.
• Minimum 5 years of SAP FI/CO/FA/IO/TR configuration experience with at least 2 full end-to-end project implementation cycles, and 1-2 years in a Lead role.
• Certified in SAP Financial Management; experience in SAP S/4 HANA as an added advantage.
• Strong understanding of how SAP integrates across modules and with other IT systems.
• Good analytical, problem-solving, and communication skills.
• Ability to manage multiple tasks and priorities.
• Proactive team player with flexibility to be available after hours on an emergency basis as needed.

Reporting to the Student Information System Manager, the Application Support Analyst provides first-tier help desk support for all modules of the Student Information System while producing accurate, high-quality data for stakeholders, including funders, district leadership, and school leadership. Partnering with schools, vendors, and internal departments, this role executes registration, scheduling, records management, grade reporting, and other key SIS processes, and delivers training and workflow documentation to internal customers with a strong focus on customer service.

Primary Duties

• Provide first-tier help desk support for all modules of the Student Information System.
• Produce accurate, reliable, high-quality data for stakeholders including funders, district leadership, school leadership, KIPP Foundation, and business managers.
• Develop and deliver training and workflow documentation to internal customers with a strong focus on high-quality customer service.
• Document system requirements, policies, procedures, training materials, and communication plans related to new processes or implementations.
• Act as technical liaison with application vendors to ensure application-related issues are resolved in a timely and professional manner.
• Define potential improvements to resolve errors, prevent recurrence of problems, and improve system reliability.
• Undertake knowledge management activities, build collaborative relationships with departments and stakeholders, and adhere to IT application standards, SLAs, and KPIs.
• Evaluate and interpret business stakeholder requirements, resolve application-related issues and service requests, and provide progress reporting for all assigned projects.

Professional Experience

• Bachelor's degree in Management Information Systems, Information Technology, or a related field, or equivalent education and experience.
• Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) certification preferred.
• Two to five years of professional experience in application support or a similar role.
• Experience with databases, Microsoft SQL Server, G Suite, and Skyward preferred.
• Experience working in a school district, non-profit, or government agency is a plus.
• Excellent planning, organisational, and communication skills.
• Ability to convey technical information clearly to non-technical stakeholders.
• Customer-focused, team-oriented, and goal-driven with keen attention to detail.

Sitting at the intersection of business technology and workplace solutions, the Application Support Analyst provides timely resolution of user requests and technology issues across off-the-shelf, custom, thick client, web, and mobile applications for Warner Bros. Entertainment. Operating across business partner, vendor, and internal technology relationships, this role executes application testing, monitors critical workflows, and analyses best-practice business processes aligned with the correct technology and tools.

Duties

• Provide timely resolution of user requests and technology issues and train employees on application use, functionality, data quality, and reporting.
• Produce organised and informative system documentation including application configuration, installation details, and client infrastructure.
• Build and maintain a knowledge base and ensure IT team members are informed and educated.
• Manage relationships with business partners, internal and external technology partners, and vendors.
• Analyse and implement best-practice business processes aligned with the correct technology and tools.
• Monitor routine and critical processes and workflows and proactively identify problem trends.
• Conduct application testing, build test plans and scripts, support client application testing, and collect and summarise test data.

Education & Experience

• Bachelor's degree in Computer Science, a related technical field, or equivalent job experience preferred.
• 2+ years of IT support experience with experience installing, configuring, or supporting business applications.
• Expert proficiency in O365, including Project, PowerPoint, Visio, Teams, and Excel.
• Expert Jira and change management skills.
• Good understanding of software development methodologies, IT infrastructures, project management methodologies, and SQL.
• Demonstrated strong verbal and written communication and customer service skills.
• Good self-management skills.
• Analytical thinker with excellent problem-solving, investigation, diagnostic, and teamwork skills.
• A self-starter able to manage concurrent projects and responsibilities.

The Application Support Analyst creates functional specifications, design documents, and test plans to support clinical, ancillary, and business applications, interpreting business needs into product-specific designs and configurations. Working with Systems Analysts, application technology vendors, internal IS groups, and business users, this role coordinates workflow analysis, building, configuration, and regression testing across new implementations, upgrades, migrations, and rollouts in a healthcare IT environment.

Functions

• Support the Application Manager in providing application solutions for assigned business areas and interact with business users to understand new requirements and enhancement requests.
• Serve as a liaison between application technology vendors, internal IS groups, and business users.
• Interpret business needs into product-specific designs and configurations, detailed requirement specifications, and use cases.
• Deliver functional specifications, design documents, business process workflows, and related documentation for new development projects and enhancement requests.
• Interact with Systems Analysts during software build, configuration, and testing processes and perform functional application configuration and run reports at user request.
• Design and execute functional, integration, and regression test plans for new application functionality, product releases, and regulatory modifications using business scenarios and use cases.
• Respond to support calls escalated by the Service Desk, participate in user focus groups and requirements workshops, and keep abreast of industry best practices for assigned application technology.

Background & Experience

• Experience with EMR/EHR/PMS or other Healthcare IT and knowledge of clinical workflows.
• Demonstrated ability in workflow and systems analysis, and in conceptualising, planning, and implementing projects.
• Superior ability to interact effectively with applications in complex problem situations.
• Outstanding client-facing skills with ability to present and communicate effectively with all levels of internal and external stakeholders.
• Demonstrated ability to exhibit a superior level of professionalism and exercise good judgement at all times.
• Ability to thrive in a fast-paced, dynamic organisation.

Application Support Analyst accountabilities span critical issue handling, incident and change management, system monitoring, and RPA automation using tools such as Leapwork, Blueprism, or Eyeshare to automate recurring issues as part of SRE. The work directly supports product controllers, developers, quality analysts, project managers, and support teams by maintaining lifecycle ownership for problems, investigating root causes, and delivering daily system monitoring and release management across UAT and production environments.

Accountabilities

• Handle critical issues, incident management, change management, monitoring, environment management, and business continuity.
• Analyse, document, and interrogate system issues from both business and technology perspectives and suggest and drive resolution.
• Continuously develop new solutions, implement system improvements, and automate manual work.
• Partner with stakeholders across business and technology units including Product Controllers, Developers, Quality Analysts, Project Managers, and Support Teams to ensure successful delivery and onboarding of Technology projects.
• Perform technical support fixes including development and script writing, investigate problems for circumventions and root cause, and maintain lifecycle ownership for problems.
• Provide daily system monitoring, production issue troubleshooting, end-user issue resolutions, and release management for UAT and Production environments.
• Work with infrastructure teams on installation, troubleshooting, and problem resolution, and document support processes and troubleshooting guides.
• Work on RPA tools such as Leapwork, Blueprism, or Eyeshare to automate recurring issues as part of SRE.

Minimum Qualifications

• 6+ years of experience with Oracle PL/SQL, web application support, UNIX, and Bash/Python scripting.
• Good understanding of Docker containers and at least one container orchestration solution such as OpenShift, Kubernetes, or Azure Kubernetes Service.
• Knowledge of Control-M job handling, Splunk or another log management tool, and monitoring solutions such as AppDynamics or Datadog.
• Exposure to the Atlassian toolset including Bitbucket, Jira, and Confluence.
• Capability to perform bug fixes.
• Familiarity with ITIL practices.
• Strong analytical and problem-solving abilities.
• Ability to troubleshoot web-based application issues.
• Good communication skills and able to work independently

The Application Support Analyst crafts and manages KPIs and real-time monitoring dashboards while supporting the SRE/DevOps operating model for applications under CIB Architecture and Engineering, engaging with technology teams, business client services, and infrastructure stakeholders. The work directly supports platform resiliency by monitoring all application monitoring tools, managing incidents and problems proactively, and partnering with engineering and development teams to eliminate single points of failure across geo-location-based load balancing, internet security, and web and desktop platform processes.

Activities

• Monitor all application monitoring tools and react first to monitoring events, ensuring problem calls are tracked, routed properly, and closed while maintaining an SLA of 99.99%.
• Support the SRE/DevOps operating model for applications under CIB Architecture and Engineering, DPS platforms, engaging regularly with technology teams, business client services, infrastructure, and other stakeholders.
• Support core infrastructures and services of the applications platform, including geo-location-based and local load balancing, internet security, networking, and web/desktop platform processes.
• Work closely with development teams to understand strategic growth plans, analyse cross-LOB impact, and provide visibility into overall platform stability through trending and analysis.
• Create, drive, and manage KPIs and real-time monitoring dashboards and proactively identify stability improvement areas across software, hardware, and operational processes.
• Manage incidents and problems proactively by driving resolutions with constant follow-ups and support application onboarding of new businesses, clients, and applications.
• Ensure platform resiliency through managed DR/SR/HA events and partner with engineering and development teams to eliminate single points of failure.

Required Qualifications

• Linux administration and host performance tuning experience with Perl/Python/Unix Shell scripting.
• Good knowledge of web-based applications (Apache Tomcat and Apache Web Server), Java, eCommerce applications, and database administration and SQL development across Oracle, MS-SQL, and Cassandra/Big Data.
• Experience supporting public/private cloud-based applications, internet-facing multi-tier 24/7 critical web/desktop infrastructures, and SaaS environments.
• Understanding of internet security, network layers, load balancing, cloud and container technology (Docker, Kubernetes, Cloud Foundry), and messaging technology (UMMQ, Solace, Nirvana).
• Knowledge of monitoring software including Geneos, Splunk, ThousandEyes, SevOne, and ServiceNow, plus Windows desktop OS, desktop security, GPO, and advanced Chrome/Chromium configurations.
• Familiarity with SRE and ITIL support methodologies.
• Experience working with third-party IT support to jointly resolve issues.
• Strong written, verbal, and organisational communication skills.
• A customer service orientation, problem-solving inclination, and ability to work effectively in a team environment.