Job Details

IT Application Support Analyst

CHICAGO-60623, IL, US
08/08/2019

-


Required Skills

    XML, ETL
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
-
Bachelors

Walkin Information
-
7/24/2019
-

Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY
-