Application Support Analyst

The Application Support Analyst is a highly visible role where you will utilize your troubleshooting and communications skills to provide technical support to internal staff for the applications, we develop in-house. You will work closely with our application support associates as well as our software engineers to investigate problems in our software and resolve them in a timely manner. You will work out of a ticketing system for managing incoming requests.

• Responsible for swiftly resolving disruptions to technology services to minimize user impacts and maintain service levels
• Evaluates and acts on the production readiness for technology solution implementations and application deployments
• Analyzes performance trends and crafts action plans to address potential impacts prior to impacts occurring
• Demonstrates root cause analysis skills for investigation of incidents impacting technology availability
• 24x7 on-call rotation is required for this role (including off-hour, weekend and holiday coverage)
• Ensures incidents impacting technology availability are resolved within policy standards. Responsible for problem management to address root cause and remediation.
• Accountable for your own work and effective coordination of process and information with others
• Works independently within guidelines and policies for ongoing work; may receive general mentoring on new assignments
• Proactively helps team members and makes suggestions to improve practices
• Proactively looks for automation opportunities
• Help shape new technology standards with bringing on new fresh ideas.

• Bachelor's Degree
• Strong Linux/Unix skills
• Previous experience with IBM WebSphere Application Server, Software AG WebMethods, Apache, LDAP, SSL Certificate Management, IBM MQ, IBM Integration Bus, IBM Datapower
• Understanding in Incident, Problem and Change management per the ITIL process.
• Experience with continuous integration and continuous delivery (CI/CD) tools (Jenkins) and automation
• Experience with Monitoring tools