Application Support Analyst

Raymond James•Saint Petersburg, FL

54d•Hybrid

About The Position

Join our Advisor Application Support team as an Analyst, providing expert-level support for proprietary RJ applications used by our Corporate Office and branch users. This role serves as the escalation point for complex and high-impact application-related issues, collaborating with team members and partnering closely with software development teams to provide incident resolutions, perform root cause analysis, and contribute to the long-term health and stability of RJ applications. This position will follow our hybrid work model, we expect the selected candidate to be in-office 3 days a week in our St. Petersburg, FL Corporate HQ.

Requirements

Understanding of Software Development Lifecycle and Agile methodologies including Agile Scrum.
Intermediate SQL skills, with the ability to read and write queries and DML scripts.
Experience with tools such as Splunk and Dynatrace for searching and filtering logs for specific transactions and errors.
Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.
Strong written and verbal communication skills.
Ability to work collaboratively and independently, managing multiple issues according to priority.
Familiarity with incident management and change control processes in regulated environments.
Bachelor’s: Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.
Minimum of 3 years of experience in a technical and application support environment.

Nice To Haves

Experience working in a software engineering environment is preferred.
Entry or junior level software engineering experience or training is highly valued for this position.

Responsibilities

Act as the escalation point for unresolved application issues from first-level support.
Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.
Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.
Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.
Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.
Participate in incident reviews and retrospectives, offering technical insight and recommendations.
Create and maintain knowledge base articles to support internal teams and end-users.