Job Profile
The Application Support Analyst will provide Level 1 & 2 support for internal users across all Vista Global Offices. This role involves efficiently resolving service requests, troubleshooting system issues, and proposing solutions for production issues using ITIL Principles. The successful candidate will collaborate with IT Technicians, DevOps\SysOps, Software Developers, IT Infrastructure Specialists, product managers, and IT Management. They will also contribute to and enhance all support operational procedures and knowledge base articles while reporting to the Global Application Support Manager under the supervision of the Application Support Squad Lead.
Your Responsibilities
ESSENTIAL FUNCTIONS include the following but are not limited to:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
- Provide Level 1/2 technical support for Vista Global's IT Ticket system, including incident and problem management.
- Maintain a strong customer service ethic and customer-focused approach to resolving technical issues.
- Understand Vista Global's business processes and the critical role of existing IT services in supporting those processes. Use this knowledge to resolve incidents and propose effective problem workarounds.
- Identify and document bugs based on tests run in test environments. Document investigations and solutions for future reference.
- Utilize remote support tools such as TeamViewer, WebEx, and Slack to communicate with users and gather evidence from their devices.
- Collaborate with other IT functions, including SysOps, Development, and Infrastructure teams, to ensure a successful outcome.
- Prioritize workload and urgency, using a good level of ITSM best practices.
- Participate in new application onboarding processes and signoffs to ensure smooth integration with existing IT systems.
- Identify any opportunity for automations and address it according to the internal procedures.
- Be available for on-call hours during late hours and weekends as needed and attend emergency calls during on-call.
- Be willing and available to travel for training and project coverage as required.
Required Skills, Qualifications, and Experience
Required Knowledge, Skills, and/or Abilities:
- 2-5 years of experience in a technical support, preferably in a similar application support role.
- Knowledge of ITIL (Information Technology Infrastructure Library).
- Basic knowledge on Operating systems: Windows, Linux and macOS.
- Strong knowledge on SQL and Database management systems (e.g., Oracle, PL/SQL, SQL Server, MySQL)
- Web technologies: HTML.
- Programming languages: Java and Python.
- Testing automation – Selenium.
- ITIL (Information Technology Infrastructure Library) frameworks.
- Problem-solving: Ability to diagnose and resolve technical issues quickly and effectively.
- Communication: Good written and verbal communication skills for communicating with clients and technical teams.
- Customer service: A strong focus on customer service and ability to handle challenging customer interactions.
- Time management: Ability to prioritize and manage multiple tasks and projects efficiently.
- Teamwork: Ability to work well in a team environment and collaborate effectively with others.
- Analytical thinking: Ability to analyze problems, identify root causes, and implement effective solutions.
- Adaptability: Ability to quickly adapt to new technologies and changing business requirements.
- Documentation: Ability to create clear and concise documentation for technical processes and procedures.
- Experience working with incident and problem management systems, such Jira and Confluence.
- Experience troubleshooting technical issues and documenting the resolution process.
- Familiarity with software development methodologies, such as Agile.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel, and reach with hands and arms; move about the facility. Some light physical effort is required. Must be able to work well under pressure.
Education and/or Certification:
- A bachelor’s degree in computer science, Information Technology, or a related field is required.
- ITIL 4 foundation will be considered a plus.
- Experience with Automations will be considered a plus.
TRAVEL
Occasional travel - may be required to travel to domestic or international sites occasionally.