Application Support Analyst

Application Support Analyst

Are you attentive to detail, customer-focused, and passionate about solving technical issues? We are seeking a professional, proactive Application Support Analyst to join a dynamic team. In this vital role, you will serve as the first point of contact for support requests related to our proprietary Enterprise Products IT Business applications, ensuring swift and effective resolution for both internal teams and external clients.

Your Key Responsibilities:

• Act as the initial contact for support inquiries via phone, email, or the ticketing system, providing courteous and professional service.
• Accurately log, categorize, and prioritize support requests, capturing essential details to facilitate effective troubleshooting.
• Perform initial triage to assess the severity and impact of issues, and determine whether they are bugs, enhancement requests, or general inquiries.
• Escalate complex or high-priority issues to Level 2/Level 3 technical teams, providing comprehensive context and documentation for efficient resolution.
• Maintain clear and timely communication with customers to acknowledge receipt of requests, provide status updates, and confirm resolutions.
• Collaborate closely with offshore development and support teams to ensure issues are addressed promptly and effectively.
• Document support activities, resolutions, and follow-up actions comprehensively in the support system.
• Identify patterns of recurring issues and recommend improvements to processes or knowledge base resources.
• Ensure all support activities adhere to established Service Level Agreements (SLAs) and organizational policies.

Qualifications & Skills:

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• 1–3 years of experience supporting enterprise applications or in a help desk environment.
• Strong verbal and written communication skills, with a professional and customer-oriented demeanor.
• Technical aptitude with the ability and enthusiasm to quickly learn application functionalities.
• Proficiency with ticketing/support tools such as Azure DevOps, JIRA, or similar platforms.
• Familiarity with SQL databases and the ability to write basic queries.
• Excellent organizational skills with meticulous attention to detail.
• Ability to work independently, managing multiple priorities, and collaborate effectively with remote teams.

Preferred Skills & Experience:

• Knowledge of the software development lifecycle (SDLC) and issue tracking methodologies.
• Experience supporting web-based applications and troubleshooting user issues.
• Understanding of Agile/Scrum development practices.
• Exposure to the Oil and Gas industry applications is a plus.

Why Join Us?

This position offers a unique opportunity to develop your technical and customer service skills within a growing organization. You'll work with a talented, collaborative team and have the chance to contribute to improving support processes and knowledge resources. We value proactive problem-solvers and provide opportunities for career growth and ongoing learning.

If you are eager to leverage your technical skills in a supportive environment and make an impact, we want to hear from you!

Publishing Pay Range: $45.00 – $50.00 Hourly

This position is based in office and requires employee to work on-site.