Job Title: Application Support Analyst IV
Job Description:
- We’re on the hunt for a seasoned Application Support Analyst to be the go-to person for our application support teams across various time zones. This role involves overseeing application support for diverse business areas such as Ethics & Compliance, Legal, Technical Operations, Finance, and Manufacturing. If you have a solid background in managing IT applications and support teams, coupled with exceptional leadership skills and a history of delivering top-notch service, we’d love to hear from you.
Responsibilities:
- Prioritize between production incidents/problems, service requests, and release management.
- Act as an escalation point for customer incidents, ensuring timely action and follow-up.
- Conduct regular meetings with business units and the support team to review monthly production releases and support status updates.
- Understand customer pain points, monitor trends, and advocate for improved customer experience and support processes.
- Analyze metrics and KPIs to identify trends and make recommendations for improvement.
- Collaborate with other IT teams to resolve escalated issues and ensure seamless service delivery.
Skills Required:
- 5+ years of corporate IT application support management experience.
- 5+ years of experience in providing production support for IT applications.
- Technical background with a strong understanding of broader business needs and strategy.
- Experience troubleshooting different types of applications.
- Experience in supporting and coordinating infrastructure technology installations, upgrades, and maintenance.
- Familiarity with the SDLC process.
- Strong capacity to build and work with teams, collaborate across functions, and break down silos.
- Strong organizational, problem-solving, and analytical skills.
- Experience in license management and software contract renewals.
About SSi People:
With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering an exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.