Job Description:The Senior Application Support Analyst is a technical support professional responsible for ensuring optimal performance and reliability of OneSource Virtual's enterprise application platforms. This role requires strong technical expertise in application support methodologies, advanced troubleshooting capabilities, and proven ability to resolve complex technical issues. The Senior Analyst will handle job monitoring, incident triage, ad-hoc analysis, and customer ticket resolution while coordinating with development and product teams. This position combines deep technical expertise with exceptional customer service to ensure platform reliability and customer satisfaction.
Essential Functions/Duties/Responsibilities- Set accurate time estimates for support activities and projects assigned within area of expertise and adjacent knowledge areas.
- Maintain accountability for work product, ensuring all support deliverables meet quality standards and customer satisfaction requirements.
- Perform comprehensive job monitoring and system health surveillance for application platforms, proactively identifying performance issues and potential service disruptions.
- Execute incident triage, escalation, and resolution processes while maintaining effective customer communication and expectation management.
- Conduct ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.
- Collaborate proactively with development and product teams on upcoming releases, participating in knowledge transfer processes, creating support documentation for new functionality, and ensuring readiness before feature deployment to minimize post-release customer impact.
- Resolve customer ticket support operations including investigation, troubleshooting, resolution, and customer communication to ensure timely and satisfactory problem resolution.
- Leverage AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.
- Apply established standards and best practices consistently across all support activities, incident management, and customer interactions.
- Provide innovation and process improvement recommendations to enhance support methodologies, reduce resolution times, and improve overall platform reliability.
- Mentor associate and staff level teammates on technical troubleshooting, problem-solving approaches, and platform expertise.
- Fill information gaps independently to accomplish tasks and work past delivery obstacles to achieve goals.
- Demonstrate ability to succeed under pressure during high-priority incidents and platform outages.
Competencies- Strong technical understanding of enterprise application platforms including system architecture, database operations, integration points, and common failure modes.
- Excellent troubleshooting and analytical skills with ability to conduct complex technical investigations, root cause analysis, and apply simple solutions to complex problems.
- Strong customer service orientation with understanding of how support operations impact customer satisfaction and business relationships.
- Incident management expertise including structured support processes, service level agreements, escalation handling, and prioritization.
- Proficiency with monitoring and alerting tools including application performance monitoring, log analysis, and automated incident detection systems.
- Release collaboration expertise with ability to translate technical specifications into support procedures and build proactive support capabilities for new functionality.
- Ability to understand and explain highly complex technical concepts and mentor team members on technical skills and troubleshooting approaches.
- Strong ability to suggest innovative ways to improve processes, manage multiple support initiatives, and work effectively with other groups and third-parties.
Supervisory ResponsibilityThis role does not have supervisory responsibilities.
Qualifications and Experience- Bachelor's degree in Computer Science, Information Technology, or related technical field, or 7+ years equivalent experience.
- 5+ years of technical support experience with focus on enterprise applications.
- 3+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution.
- Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.
- Experience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.
- Experience in Agile software development environments.
Preferred Skills- Experience with application performance monitoring tools
- Scripting and automation skills in PowerShell, SQL, or similar languages for troubleshooting and process efficiency.
- Experience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities.
- Cloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications.
- Experience with ticketing systems and knowledge management platforms for efficient case management and information sharing.
- Salesforce experience/certification.
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