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Software Support Analyst

hace 2 meses

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 of various applications and systems.

Key Responsibilities
  • Conduct thorough functional and technical analyses to identify issues and provide solutions.
  • Resolve escalated support tickets and effectively communicate resolutions to clients through the Service Desk or relevant support teams.
  • In senior positions, act as a subject matter expert, guiding less experienced team members.
  • Create or modify training materials to enhance user understanding and application usage.
  • Engage in negotiations with vendors to ensure optimal service delivery.
  • Collect and verify change requests and bug fix requirements, collaborating closely with the Development team.
  • Assist in the testing of new application features, releases, and updates.
  • Coordinate with AODC and other business application teams for daily operational needs.
  • In the Functional Support Analyst capacity, manage incoming tickets, ensuring quality checks and appropriate routing.
  • Work with the Service Desk on ticket auto-assignment processes.
  • Collaborate with the Service Desk for the configuration of new applications and decision trees in Remedy.
  • Generate metric reports detailing incoming ticket trends and resolutions.
  • Ensure governance is maintained for timely ticket resolution.
  • Organize and manage ad-hoc backlog campaigns to address outstanding issues.
  • In the Technical Analyst role, respond to ALM tickets regarding system bugs and enhancements.
  • Work closely with the Functional Analyst to address reported system issues.
  • Monitor system performance in collaboration with data centers.
  • Define technical solutions 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 project success.
  • Provide ongoing system monitoring and performance evaluations.
  • Maintain the technology stack of the systems to ensure optimal functionality.
  • Adhere to established Security operations standards and guidelines.

Qualifications: A college degree with relevant technical experience and strong communication skills are essential for this role.