Application Support Analyst
About The Position
Argus is a fast-growing global B2B media company providing essential information on commodity markets. As a business, we continue to grow and evolve, adding new markets, new services, new delivery options and improved analytical tools. Technology is central to everything we do and as such we have invested heavily in our in-house development teams who deliver industry leading, web-based solutions. The development teams use some of the latest web technologies working on Greenfield projects and applying modern development practices. All projects are run using Agile practices. Working as part of the Argus technology department in our Houston office, the Application Support Analyst will be an important interface between the UK based engineering teams, product management and customer-facing teams. You will be responsible for triaging incoming support requests, provide prompt responses, analyzing the solution options and define a clear route to resolution.
Requirements
- Good problem solving and investigating skills.
- A customer service mindset.
- Experience of managing support tickets, communicating status updates and problems clearly, and prioritizing workload.
- Experience of business-critical applications with short turn arounds and high priorities.
- Able to explain technical issues to both technical and non-technical people.
Nice To Haves
- Experience of working in an agile software development environment.
- Experience of JIRA & Confluence.
- Good excel and basic SQL knowledge.
- Experience working in a high availability / critical application support role.
Responsibilities
- Maintain a thorough working knowledge of our applications and support tools.
- Manage and prioritize of support issues via Jira, Smartsheets and or other suitable tooling.
- Investigate, reproduce and analyze reported internal and customer queries.
- Support internal teams and customers through to resolution.
- Effectively communicate with internal teams and customers on resolution status and progression.
- Manage access to admin and support tools.
- Maintain application specific configuration and changes.
- Manage the daily web scraping process, and the day-to-day operation of the data pipeline.
- Help to identify data anomalies as part of the QA process.
- Facilitate regular exchange reporting and data cleansing processes.
- Maintain documentation as required in Confluence and SharePoint.
- Liaise with other Application Support staff to share knowledge and cover workloads.
Benefits
- Competitive salary with bonus
- Hybrid work model
- Group medical, dental and vision plans
- Company paid short term and long term disability and life insurance plan
- Group 401(k) safe harbor retirement plan with a 6% company match
- 20 vacation days your first year, which increases up to 30 days
- Subsidized gym membership
- Extensive internal and external training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
