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.
Good To Have:- Demonstrated domain knowledge in financial/investment data, and/or analytics.
- Working knowledge of monitoring tools e.g., Splunk, New Relic etc.
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.
Perks:- Hybrid work environment (remote and in-person collaboration).
- Flexibility in work arrangements.
- Tools and resources for global collaboration.
- Other benefits.