IT Application Support Analyst
CHICAGO-60623, IL, US
08/08/2019
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Required Skills
Company
Infinity Consulting Solutions, Inc
Experience
5 to 7 Year(s)
Job Description
Position Description:
The IT Application Support Engineer will be responsible for delivering enterprise services and support for all information technology needs. In this position the employee will be responsible for quickly evaluating information, communicating, and providing a resolution to help solve a request or remediate issues efficiently and effectively.
The employee will solve and troubleshoot tasks requiring them to exhibit superior customer service skills and timely communications. Great communication skills, both verbally and written, are key to success in this position.
The successful candidate should have experience supporting a complex, high availability application portfolio and demonstrate a passion for technology and process-driven, collaborative problem solving.
Responsibilities:
Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
Ability to be flexible, effective, and adaptable in a fast-paced environment
Become an expert in supporting products; provide training and support to both new and existing systems as well as end users
Must be able to multi-task in a complex production environment, quickly acquire broad knowledge of applications and ensure all deliverables are met
Document and provide guidance to Application Support team members on application release and incident management processes
Provide expertise and support during critical incidents
Manage the monitoring and identification of services/processes to ensure high availability of the enterprise application portfolio
Participate in or ensure completion of root cause analysis for resolved issues
Assesses opportunities for application and process improvement
Analyze, troubleshoot, and resolve end user requests and reported problems or coordinate with internal and/or external support if necessary
Monitor, track, update, and manage ticket queues from identification through resolution in a timely manner
Support and maintain packaged applications
Perform installation and upgrades of custom .NET applications
Participate and/or perform application or system upgrades, enhancements, quality assurance,
deployments, and post-release testing to new and existing business systems
Work with end users to identify and analyze business processes, workflows, requirements, issues and opportunities, and evaluate the potential application of new or modified technology solutions and/or processes
Develop a working knowledge of end-user and client facing systems and system configurations
Develop and maintain knowledgebase of training manuals, standard operating procedure, processes, techniques and incidents
Participate in 24/7 on-call support rotation and holiday coverage based on business need
Qualifications:
5+ year experience in an application production support role
Demonstrated ability to support and implement high availability software solutions
Ability to quickly analyze, problem solve, prioritize tasks and flexibility to work on multiple assignments
Working knowledge of business processes, system development and process improvement
Excellent verbal and written communication skills to communicate complex information clearly and concisely
Experience working with end users (clients and internal) to resolve their support requests
Proficient in standard database and web development technologies such as .NET, Microsoft SQL Server and MySQL
Ability to install, customize and navigate Enterprise applications
Strong understanding of ETL (extract, transform and load) process extracting data from various sources and getting it into an end target
Familiarity working with XML, JSON, and knowledge of web services
Strong knowledge of IIS
Knowledge of the deployment of custom .NET applications
Knowledge of Windows server platforms
Experience with log analysis and monitoring tools
Solid understanding of application release methodologies and processes
Proficiency with request and incident tracking
Familiarity of AWS Suite preferred
ITIL v3 Foundations certification preferred
Application Support Analyst
Information Technology
No Preference
Contract To Hire
Other
1
Candidate Requirements
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Bachelors
Walkin Information
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7/24/2019
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205,
NEW YORK-10018, NY
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