IT Application Support Analyst

IT Application Support Analyst

Role: Application Support Analyst second level (L2)

Location: Mexico

Period: Contract

Main proficiency:  You will be part of a company that would need people who are willing to learn and continuously acquire knowledge to reach one’s full potential as well as contribute to the company team’s goals and objectives.

About the Application Support Analyst Role:
You will provide second level (L2) of support for All creative applications at company during Easten Time zone.

Key Skills Needed for Application Support Analyst Role:

The key skill when working within Application Support is communication. Whether this is responding to user calls, emails or contributing to the design and implementation of new systems.

The following attributes are also essential to a successful career within Application Support Analyst.

• Empathy with users
• Patience and understanding
• Acceptance of ownership
• Investigation and diagnostic skills (be like Sherlock Holmes)
• Excellent customer service skills

• Average to excellent interpersonal skills
• Ability to work in minimal supervision
• Strong time management and multi-tasking skills

• Attention to detail
• A proactive approach
• Ability to work under pressure and to tight deadlines

• Ability to work in a complex and fast-paced work environment
• Ability to explain difficult things in a simple way
• Ability to train others
• Excellent work ethics

Key Responsibilities:

Application issues analysis, troubleshooting user queries and providing resolution, which includes the following:

• Act as a liaison between users and IT on all support related queries.
• Own and resolve all creative applications issues.
• Provide timely and efficient support for the various creative applications.
• Provide offsite support for the various business functions.
• Provide off-hours support including weekend on rotation, if necessary.
• Proactively seek to minimise potential application support problems through root cause analysis and monitoring.
• Maintain effective communication to the internal/external clients to understand their application related issues/queries/problems
• Acquire knowledge on the various applications, document the same where does not exist and train the peers.

• L2 Support:
• Provide hands-on second level support for all applications that the team is supporting. Provide on-site and remote support as required in solving application issues.
• Develop expertise in key regional/global applications and provide on-the-ground assistance for all project’s IT teams globally.
• Manage production incident life cycle, performing root-cause analysis and follow through till resolution co-coordinating with Development and Infrastructure teams.
• Ensure service levels for issue escalation and resolution are met
• Analyse the current support environment, identify any gaps and prepare a plan to address them
• Analyse and debug the data issue via basic SQL language.

Key Requirements:

• Bachelor’s degree in computer engineering or related.
• At least five years of end-user’s SAP-SD application support experienced under Global company in any industry.
• Experience in support of a dynamic application environment covering desktop and application troubleshooting is preferred.
• Good verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes.
• Fast learner with excellent problem solving and analytical skills.
• Well versed in these technologies – SAP-SD , Computer Network, Win 11, Office 365, Active Directory, Cloud applications, API, SQL language, RDBMS, ITIL, and Service-Now.
• Knowledge of advance Excel is an added advantage.