Support Analyst

SUMMARY:
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POSITION INFO:

The main purpose of the Support Analyst is to support and monitor the day-to-day performance of Business Applications in the client facing and internal space. Support includes analyzing integration flows, enhancements and responding to production issues and outages related to the application in a timely manner.
The successful candidate should have the drive and ability to take the support item and run with it. You need to have the ability to work through and make logical sense of complicated and often illogical solutions and processes and think outside of the box. The ability to track and trace issues through various systems is required.

Responsibilities:

• Support and maintain applications within the scope of the position
• Comply with standard processes and procedures
• Diagnose and analyse problems in a timely and professional manner
• Execute tasks received from management and team members when required
• Monitor all business application components to ensure high level of support to clients and meet or exceed client expectations
• Work closely with development teams to assist in incident resolution where applicable
• Build and maintaining relationships with key strategic partners, customers and staff
• Identify opportunities for process, systems and application improvements in a dynamic environment architected to solve problems and improve processes
• High degree of initiative, mature judgment, and discretion
• Good communication and organizational skills
• Excellent attention to detail and admin skills
• Excellent troubleshooting skills
• Ability to conduct and direct research into IT issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Ability to follow processes and procedures as required by business
• Ability to work in a very fast paced, ever-changing environment.

Requirements:

• Relevant qualification or related experience advantageous
• Knowledge of software development lifecycle advantageous
• An understanding of/the ability to read and debug code essential
• An understanding of different message formats advantageous
• Excellent written skills
• Excellent interpersonal skills
• Technical writing skills
• Exceptional customer service focus
• Team player
• Able to work under pressure, showing ability to effectively prioritize and execute tasks in a high pressure, fast-pased environment

Please consider your application unsuccessful if you have not received a response within two weeks of applying.