Application support analyst

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Doran Jones is seeking an Application Support Analyst to join our Client s IT team in New York City (Midtown), and this candidate will provide coverage for a block of 8 hours between 7:00 AM-7:00 PM. Primary Responsibilities: The candidate will interact with various technical teams, end users, and firm functions including, but not limited to investments, risk/middle office, and finance to drive the troubleshooting process and solve daily operational issues. The candidate should properly document and relay the information to the end users within the proper SLA time frame. Own the support ticketing system, assign tickets and track until resolution (the team uses Jira Service Desk for case management) Act as first level support to troubleshoot incidents, escalating to Level 2/3 when necessary Administer client application access for onboarding and offboarding users Validate system health post OS upgrades, patches and other infrastructure changes Write ad-hoc queries and reports via SQL Maintain and create documentation (Runbooks, Standard Operating Procedures, How-To-Articles) Monitor morning checks and overall application system health Write scripts via Python to automate installation, monitoring Create/update/tweak Active Batch jobs as new requirements arise Be available off-hours and some weekends as some migrations and support activities will be performed off-business hours Effective communication with stakeholders, peers, subordinates, vendors and customers Desired Background Technical Undergraduate degree (Computer Science, Computer Information Systems, etc.) 1 to 2 years of professional experience Hands-on customer support Team player, punctual, reliable, excellent communication skills, eager to learn and grow Operating System: Windows/Unix MS SQL Server Active Directory PowerShell Jira/Confluence (a plus, not required) Git/SVN Active Batch Python Documentation - provided by Dice
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst

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