Application Support Specialist

hace 2 semanas


Cota, Colombia SLB A tiempo completo
Position Overview

The Application Support Specialist plays a crucial role in delivering both functional and technical assistance to users regarding various applications and systems.

Key Responsibilities
  • Conduct functional and technical assessments to address user needs.
  • Investigate and resolve escalated support tickets, ensuring effective communication of solutions to clients through the Service Desk or relevant support teams.
  • In senior positions, act as a subject matter expert in application functionalities.
  • Create or modify training materials to enhance user understanding.
  • Engage in negotiations with vendors to optimize service delivery.
  • Collect and verify change requests and bug fix specifications, collaborating closely with the Development team.
  • Assist in the testing of new application features, updates, and promotional releases.
  • Coordinate with AODC and other business application teams for daily operational support.
  • In the Functional Support Analyst capacity, evaluate incoming tickets, ensuring quality checks and appropriate routing.
  • Work with the Service Desk to streamline ticket auto-assignment processes.
  • Collaborate with the Service Desk on the configuration of new applications and decision trees in Remedy.
  • Generate metric reports to analyze incoming ticket trends.
  • Ensure governance measures are in place to guarantee timely resolution of tickets.
  • Organize ad-hoc campaigns to manage backlog effectively.
  • In the Technical Analyst role, address ALM tickets related to system bugs and enhancements.
  • Coordinate with Functional Analysts on identified system issues.
  • Engage with data centers to monitor system performance and reliability.
  • Define technical solutions in partnership with the Architecture team to align with business requirements, including project planning, resource allocation, scheduling, and budgeting.
  • Oversee the execution of application upgrades and facilitate the transition to Service Operations.
  • Manage Level 3 development teams to ensure high-quality outcomes.
  • Provide ongoing system monitoring and performance assessments.
  • Maintain the technology stack of the systems to ensure optimal functionality.
  • Adhere to security operations standards and guidelines throughout all processes.

Qualifications: A college degree coupled with relevant technical experience is preferred. Strong communication skills are essential for success in this role.


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