Legal Application Support Analyst

ob description

Job Title: Legal Applications Support Analyst (L2 Support)

Location: Pune, India( Yeravda )

TECHNO – FUNCTIONAL ROLE
• Troubleshoots, resolves tickets and communicates the solution via the support system provided.
• Analyze, Answer and provides quality checks for incoming tickets from end users and routes them appropriately.
• Translate issues from user perspective to a technical language that can be addressed by any L3 / developer/3rd Party vendor.
• Assists in testing of new application functions, releases, and features.
• Will provide mostly technical support, but it is important to have a good functional understanding as well.
• Produces weekly and monthly metric reports and trends on incoming tickets.
• Provides governance to ensure tickets are fixed on time and sends reminders when needed Tracks incoming & outstanding ticket closure and burn down rates

Essential Qualifications
• * Bachelor¹s or Master’s degree in Computer Science or related field
• * 3-5 Yrs. Experience in L1/L2 support role (Combined)
• * Excellent communication, verbal and written skills
• Key competencies
• * Knowledge of IT Service Management processes is required.
• * Good working knowledge of SQL.
• * Understanding Low Code No Code Platforms and experience in supporting them.
• * Legal Function knowledge will be plus.
• * Application Development Knowledge in one or more current platforms and technologies (C++, .NET, Java, HTML5, JavaScript) on deployment environments such as Windows OS, Linux on premise and/or Cloud
• Other skills and abilities
• * Ability to work in global distributed setting without supervision
• * Self-driven, Proactive, Systems Thinking
• * Able to think logically and analyze complex problems
• * Pays close attention to details
• * Creative and innovative problem solver
• * Open to travel abroad and in India