application support analyst

Application Support Analyst :

5+ Years

Responsibilities:
• Work with multiple stakeholders for Planning and Integration related activities
• Work with the various application support / development teams to understand existing processes, document, transition as is and then progress into full technical transition into the shared service.
• Champion and train teams around process for managing Incident/ Monitoring / Service Requests / Asset & Configuration processes.
• Compose process & technical knowledge base Wiki documents to be used within the team (Knowledge Management) involving the co-ordination & writing of technical runbooks working with Technical Subject Matter Experts.

What we’re looking For:
• Ability to work with from existing teams (Support or Dev) to extract technical knowledge, Document this knowledge in the form of Standard Operating Procedures (SOP) and/or runbooks.
• Train Application Support teams on new knowledge.
• Presentation skills with a high degree of comfort with both large and small audiences
• Previous Application Support experience to understand best practises.
• Understanding of core ITIL Process – Incident / Service Request / Configuration / Problem & Change Management (ITIL certifications foundation or above preferred) with ideally proven operational experience in previous roles, you will use this to understand best practise and champion our processes based on these methodologies.
• Understanding of ServiceNow, specifically relevant to ITIL Service management functions (Incident & Service Request mostly)
• Proven ability to work collaboratively & influence others in a cross-functional, multi-application, multi-service providers environment
• Team Player who thrives as much on the social interaction as the technology challenge of the role. You will be able to build up your business network and form lasting relationships across our global business teams to deliver results.
• Self-starter with good analysis and problem-solving skills
• Demonstrate a good understanding of Security and regulatory policies & best practise.
• Experience of working in a virtual cross cultural global team environment
• Ability to take periodic calls outside of working hours to facilitate working in a global environment, Flexibility to work between the local hours of + am - 7 pm.
• Microsoft Office / Office 365 especially Excel/PowerPoint for reporting & SharePoint

Having any of the following qualities is also an advantage:
• Hands on experience on Migration, Transition or Debt consolidation for IT Infrastructure and Application support
• Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers) & Cloud technologies.
• Experience of Application @ Infra Monitoring systems & best practices (E.G AppDynamics, Cloudwatch, Nagios/Neamon)
• Knowledge on Compliance and Controls best practise
• Understanding of LEAN, Agile, Scrum as in the use of supporting efficient delivery of IT projects.
• AWS cloud console experience.

Powered by Webbtree