Sr Analyst - Application Support Engineering

About the role

This position is in the frontline of our applications/services support in production and stage environments. The Senior Applications Support Engineering Analyst will utilize technical and people skills to work as part of a team and own individual tasks to fulfill customers' needs in both production and lower environments.

Responsibilities

• Effectively communicate identified issues and root causes to internal stakeholders both within and outside of the department.
• Become familiar with the organization's operational processes and how they interact and leverage applications.
• Identify issue trends and link them to underlying application bugs, defects, or operational processes, and assist in executing solutions.
• Monitor application-related jobs, processes, and performance using available tools, logging databases, and the feedback of internal stakeholders.
• Contribute as a member of an Agile scrum team, pulling in user stories when new issues arise and providing feedback in grooming sessions.
• Work collaboratively within the scrum team, IT department, and internal operations teams.
• Continually develop knowledge base articles for the internal team when an application-related knowledge gap is identified.
• Be available and responsive in the team's on-call rotation in the event of production issues after business hours.

Requirements

• Solid understanding of current/planned system service levels and disaster recovery procedures.
• Proficient in troubleshooting in production environment (i.e., spot errors/exceptions in logging database).
• Experience with ServiceNow and production support process.
• Moderate knowledge working with MS SQL and stored procedures.
• Moderate knowledge working with PowerShell.
• Basic knowledge of C# and .NET Core.
• Experience with AWS environment.
• Familiar with Confluence and Jira.
• Excellent communication skills.

Qualifications

• High School Diploma or General Education Degree (GED) required.
• Bachelor’s Degree in Arts/Sciences (BA/BS) in a related field preferred.
• 5-7 years of professional IT experience required.
• Demonstrated experience with internetworking architectures in a production data center, or supporting a major operating system in a full-scale, large-volume production environment required.
• Worked in an Agile/scrum team required.

Pay

The estimated salary range for this position is $90,000.00 to $105,000.00. Actual salary may vary depending on job-related factors including knowledge, skills, experience, and location. This position is also eligible for incentive compensation.