Senior Application Support Analyst

About the role

Partners across IT and with technology vendors to assess, research, and analyze business, technical and system needs in order to resolve business systems issues by implementing technology solutions that meet sponsor/stakeholder demands. Context is production support for vendor-developed applications that have been brought under the Application Support & Maintenance Umbrella.

Address: 250 NICOLLET MALL:MINNEAPOLIS, Minneapolis, United States of America

Responsibilities

• Provide high quality customer service and effective technical triaging skills to ensure highest levels of customer satisfaction within service level targets.
• Communication (including asking good questions and listening)
• Thoroughness with attention to Detail
• Willingness to learn about Wealth Management and business/ops processes
• Documentation, Troubleshooting, and solutioning
• Support continuous service improvements through gap analysis, trending and coordination of various critical processes.
• Meet various business and compliance related initiative and project deadlines as needed.
• Conduct daily activities for production support to ensure timely and effective completion of service requests and incident tickets.
• Conduct daily activities for production maintenance to remediate vulnerabilities, update applications, certificates, and keep applications compliant with RBC standards.
• Assist custodians during major incidents and resolution.
• Cross-train across other applications in the Vendor Apps portfolio.
• Communicate with Vendors corresponding to SLA performance and compliance.
• Maintain hands-on troubleshooting knowledge of multiple platforms, including SQL databases, current Windows-hosted infrastructure, and integrations with internal and vendor applications.
• Ensure App Health by each market open

Requirements

• 3+ years providing technical support for production applications (Wealth Management applications preferred)
• Post-secondary education or equivalent
• Familiarity with: ServiceNow or similar ITIL/ITSM platforms

Qualifications