SAGE

  • Application Support Analyst

    Location US-CA-Thousand Oaks
    Posted Date 2 months ago(10/12/2018 3:03 PM)
    Req #
    18-5334
    # Positions
    1
    Category
    Information Technology (US) - Development
  • Overview

    You will be part of the Global Application Support team, with analysts based in the UK, US and India who will have responsibility for the management and support for a broad portfolio of applications, supporting our key editorial publishing, online and commercial activities.

    As part of the Application Support Team in the technology department, you will serve as a point of escalation for critical and non-critical application related issues. This will include technical support & administration on systems such as Microsoft CRM, SharePoint, Jira, SQL Server, in addition to other critical production applications, with the ability to troubleshoot and analyze application software errors and failures.

     

    You will collaborate with internal developers and external vendors to resolve technical application issues quickly. Duties include working with internal business customers to understand their issues, provide training and support, completion of regular operational activities and documentation of best practices to develop an application support knowledgebase.

    Essential Job Functions & Responsibilities

    • Provision of second level support for key applications, systems & workflows used by all business areas.
    • Working within the existing Technology structure ensuring that all support issues are dealt with in an efficient and expedient manner.
    • Ownership of incidents and problems assigned to the team via Service Desk.
    • Regular communication with Global Application Support Team members to highlight on-going service and team issues, and contribute towards workable solutions.
    • Work with technology colleagues to promote collaboration, knowledge sharing, problem management  and service excellence.
    • Liaise with expert users and key stakeholders across the business for all supported applications.
    • Ensure that procedures are adhered to in the tracking of issues’ using the appropriate logging systems both internally and with any third party suppliers.
    • Able to give and receive expert advice relating to issues identified in the support process.

    Any other duties commensurate with the position and departmental function.

     

    Qualifications & Education

    • Knowledge of ticketing systems
    • Hands on experience of writing/analyzing SQL queries
    • Preferably educated to degree level, or demonstrable experience working in a similar business environment
    • Desirable experience working with a broad range of technologies including SQL, .NET, Windows, SharePoint, JIRA, CRM, Microsoft Office, Confluence and many more.
    • ITIL Foundation V3 (Desirable)
    • Prince 2 Foundation (Desirable)
    • Strong written & verbal communication skills.
    • Experience of working to tight deadlines & SLA’s.
    • Experience of problem solving, analytical skills and ability to multi-task.
    • The ability to interact with a large global user community in a customer facing environment.
    • Excellent communications skills at all levels within the company, and third party suppliers.
    • Procedural knowledge in the process of tracking and monitoring systems issues.
    • Provide regular reporting on aspects of the work being undertaken
    • Demonstrate experience of being proactive, independent and being able to work effectively within teams.

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