Senior IT Support Analyst (US)
About The Position
The Senior IT Support Analyst provides a broad range of systems / application support, research and analysis, administration, performance availability monitoring and management for own area. Depth & Scope: Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others Acts as subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution Leads the support of highly complex and/or comprehensive applications/systems and/or business lines Identifies root causes and implements targeted and controlled remediation plans Administers business applications in co-ordination with appropriate stakeholders Reviews, participates and implements procedures Researches industry standards, best practices and new innovations in technology and makes recommendations Designs, reviews, and integrates all application requirements, including functional, security, integration, performance, quality, and operations
Requirements
- Bachelor's degree or Technical Certificate required or work experience equivalent to Bachelor's degree
- 5+ years' experience
Nice To Haves
- Possess (6+ years) hands-on experience working in an applications production support environment and driving triage/troubleshooting activities to resolution
- Responsible for monitoring and responding to alerts opened via observability platform and managing tickets within an incident management system
- Responsible for improving and documenting the technical processes around application support and the systems environment
- Possess excellent written and verbal communication skills for documentation and customer support duties, and must also be comfortable communicating complex concepts to others having diverse levels of seniority and technical competence
- Naturally curious and creative individual with a drive to offer solutions to problems, as well as with a passion for innovation
- 5+ years of experience with Cloud Services, BPM tools, Observability, and Incident Management tools
Responsibilities
- Provides a broad range of systems / application support
- Research and analysis
- Administration
- Performance availability monitoring and management for own area
- Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
- Acts as subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
- Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
- Identifies root causes and implements targeted and controlled remediation plans
- Administers business applications in co-ordination with appropriate stakeholders
- Reviews, participates and implements procedures
- Researches industry standards, best practices and new innovations in technology and makes recommendations
- Designs, reviews, and integrates all application requirements, including functional, security, integration, performance, quality, and operations
Benefits
- Growth opportunities and skill development
- health and well-being benefits
- savings and retirement programs
- paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- banking benefits and discounts
- career development, and reward and recognition
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
