Senior Employee Support Analyst

The Senior Employee Support Analyst will provide L1 and L2 application production support for diverse products and services, assisting end-users and stakeholders. Key responsibilities include identifying and resolving technical issues, communicating complex information, building knowledge bases, and recommending software improvements. The role requires strong troubleshooting skills in technologies like .NET, Python, AWS, JavaScript, and SQL, along with experience in incident management and service desk tools. A bachelor's degree in computer science and 3+ years of experience in application support are essential.

Must Have

• Provide L1 & L2 application production support.
• Identify and resolve technical issues for end-users.
• Communicate complex technical information effectively.
• Build and maintain knowledge bases.
• Recommend software improvements.
• Manage and resolve product ticket queue issues.
• 3+ years in Application Production L1 & L2 support.
• 2+ years experience with .NET, Python, AWS, JavaScript applications.
• 2+ years debugging SQL Queries and Stored Procedures.
• Strong application troubleshooting skills.
• Knowledge of SLA, Incident, Service request management, and Application Monitoring.
• Experience with service desk tools.
• Excellent communication skills.
• Bachelor’s degree in computer science or related field.

Good to Have

• Demonstrated domain knowledge in financial/investment data, and/or analytics.
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Perks & Benefits

• Hybrid work environment (remote and in-person collaboration).
• Flexibility in work arrangements.
• Tools and resources for global collaboration.
• Other benefits.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders.
• Research to identify issues; provide timely resolution, and communication of outcomes to all appropriate team members.
• Communicate effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Build a knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.
• Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills

Requirements:

• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• 2+ years of experience of managing applications involving technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
• 2+ years of experience debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Ability of troubleshooting applications independently with multiple concurrent priorities.
• Ability to collaborate successfully with team members & teams (end users, functional teams, release manager, development team)
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Excellent communication skills – verbal, listening, reading, writing

Qualifications:

• A bachelor’s degree in computer science or related field

Good to have:

• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.