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5 months ago
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Application Support Analyst


Atlas Air
Location: New York, United States
Job type: Permanent
Sector: IT & Communications
Category: Analyst Jobs
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Overview:

This position will facilitate the administrative processes for the management of the IT application portfolio. This will also assist in the day-to-day application support for various production applications.

Responsibilities:

* Liaison to all other IT teams (development, infrastructure, etc.) to ensure request requirements are documented, communicated via the SDLC process and met
* Create and maintain formal internal application documentation
* Create and document application support standards for application intake processes
* Document application criteria required for complete support of all IT applications, including support contacts, escalation procedures and monitoring and alert notifications.
* Investigate, analyze and resolve Tier II application issues and act as liaison for Tier III
* Support upgrades to our 3rd Party Applications (both SaaS and on-premise).
* Correctly route and escalate decisions and questions to the appropriate owner
* Contribute to process and efficiency improvements
* Adhere to all IT department processes, standards and procedures

Qualifications:

* Bachelor’s degree in Computer Science or a related field, or equivalent work experience
* Minimum three years in a customer service environment with 2nd Tier support experience
* Experience with Microsoft SQL Server, Pervasive SQL, Visual Basic – .Net, ASP, XML, and/or HTML a plus
* Good understanding of the SDLC process and ITSM frameworks (ITIL preferred) a plus
* 24 x 7 on-call availability and ability to work extended hours as required
* Strong analytical skills, highly organized and methodical with attention to detail
* Flexible, able to change priorities quickly and handle multiple tasks effectively
* Ability to establish rapport and hold people accountable to tasks
* Excellent documentation and written communication skills
* Self motivated with the ability to work independently and in a team environment
Overview:

This position will facilitate the administrative processes for the management of the IT application portfolio. This will also assist in the day-to-day application support for various production applications.

Responsibilities:

* Liaison to all other IT teams (development, infrastructure, etc.) to ensure request requirements are documented, communicated via the SDLC process and met
* Create and maintain formal internal application documentation
* Create and document application support standards for application intake processes
* Document application criteria required for complete support of all IT applications, including support contacts, escalation procedures and monitoring and alert notifications.
* Investigate, analyze and resolve Tier II application issues and act as liaison for Tier III
* Support upgrades to our 3rd Party Applications (both SaaS and on-premise).
* Correctly route and escalate decisions and questions to the appropriate owner
* Contribute to process and efficiency improvements
* Adhere to all IT department processes, standards and procedures

Qualifications:

* Bachelor’s degree in Computer Science or a related field, or equivalent work experience
* Minimum three years in a customer service environment with 2nd Tier support experience
* Experience with Microsoft SQL Server, Pervasive SQL, Visual Basic – .Net, ASP, XML, and/or HTML a plus
* Good understanding of the SDLC process and ITSM frameworks (ITIL preferred) a plus
* 24 x 7 on-call availability and ability to work extended hours as required
* Strong analytical skills, highly organized and methodical with attention to detail
* Flexible, able to change priorities quickly and handle multiple tasks effectively
* Ability to establish rapport and hold people accountable to tasks
* Excellent documentation and written communication skills
* Self motivated with the ability to work independently and in a team environment
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