Senior Support Analyst Job Description

Senior Support Analyst Job Description

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Senior support analyst provides 2nd level application support within a comprehensive ITIL framework, managing progress and escalations using appropriate service management tools.

Senior Support Analyst Duties & Responsibilities

To write an effective senior support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included senior support analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Accept the ownership for the end to end, cost-effective delivery of all assigned development tasks and production maintenance and support services
Perform 2nd in charge duties when needed
Provide proactive technical mentoring and guidance
Provide Ongoing management and support of environments and infrastructure by documenting required processes proactively
Proactively manage stakeholder expectation by working closely with vendors and providing regular updates on tasks
Regularly evaluate risks and provide remediation for them
Reconcile T+0/T+1 P&L (trader estimate to Calypso)
Perform trade affirmation on all non MW trades on T0
Perform MW-calypso reconciliation and resolve breaks
Resolution of daily queries regarding the activities within the business

Senior Support Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Senior Support Analyst

List any licenses or certifications required by the position: ITIL, SSL, MCP, MCSA, ACMT, V3, PMP, MCTS, CCT, CMA

Education for Senior Support Analyst

Typically a job would require a certain level of education.

Employers hiring for the senior support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Education, Business, Information Technology, Computer, Economics, Mathematics, Computer Engineering

Skills for Senior Support Analyst

Desired skills for senior support analyst include:

ITIL framework
CRM Tools like Service Now
Service First
Service Manager
Service Watch
DAC
Data warehousing
Oracle Business Intelligence Enterprise Edition analytical application
Reporting and related tools
Supporting Informatica applications

Desired experience for senior support analyst includes:

Proactive, highly motivated individual with a proven track record to deliver superior results
Demonstrate excellent judgment and professionalism when dealing with all of our internal and external business partners
Ability to act as a team lead and guide other less senior team members
Review logs in detail and understand application code to understand if the problem is with the tool or somewhere else
Possess in-depth knowledge of storage configuration and implementation activities of the Storage SAN environment, specifically for Hitachi platforms and inclusive of all backup, fabric and infrastructure components (switches, zoning etc)
Provide real time problem support in a 7/24 high-availability production environment

Senior Support Analyst Examples

1

Senior Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for a senior support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior support analyst
  • Responsible for ensuring maximum system availability and prompt and accurate remediation of issues
  • Address issues and concerns from Front Office, Finance, Risk and Operations
  • Leverage automation to improve day-to-day operations
  • Liaise between Business and Technology to ensure connectivity required to achieve our collective objectives
  • Loading member data into applications, and completing research requests on member information
  • Answering requests to pull data, research data, send reports
  • Resolving any application issues in a timely manner
  • Attending daily meetings to review requests and other projects
  • Leads various department projects
  • Follows standard/established operating procedures
Qualifications for senior support analyst
  • Support all post execution processes associated with all treasury instrument types
  • FX (spot)
  • Monitor all systems associated with current process flows
  • Experience handling Tier 1 issues in a call center environment through Email, Chat and Phone required
  • Minimum 2 year’s experience in a contact center environment or comparable work experience required
  • Experience handling multiple programs simultaneously in a fast paced changing environment required
2

Senior Support Analyst Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of senior support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior support analyst
  • Manage small projects and activities for both budgeted projects and non-budgeted projects
  • Communicate with customers both within IT and the Business, organize resources and complete tasks for Project related activities as assigned
  • Participate in the testing and deployment of Windows desktop images
  • Perform pc replacement/upgrade ensuring that the transition is smooth for the end user
  • Assist with triaging incoming Service Desk calls, chats, tickets as needed
  • Manage ad-hoc queries and issue resolution, route queries technical in nature to application support teams
  • Understand behaviors in multiple situations and offer assistance to customers regarding product set up, expectations for product functionality and performance, , when new variables are introduced
  • Assist in customer product implementations
  • Administer and operate servers
  • Provide developers with tools and systems to achieve department goals
Qualifications for senior support analyst
  • Knowledge and experience with delivery methodologies and techniques including Agile, DAD, Rapid, Scrum, Lean, PDLC
  • Aptitude and ability to automate and integrate delivery tools and processes
  • Act as liaison between internal network/infrastructure teams and our external vendors to ensure TDS high-availability and disaster recovery standards are met
  • Able to work under pressure (system outages, client trading issues)
  • Act as single point of contact for different business and support groups
  • Extensive experience supporting Microsoft Active Directory (group memberships, shared drives access, policies, ), and Microsoft desktop applications (MS Office Suite, Outlook, MS Lync)
3

Senior Support Analyst Job Description

Job Description Example
Our company is looking to fill the role of senior support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior support analyst
  • Supports and administers the day to day running of automated processes in the production environment
  • Works within the confines of the Service Model to ensure production issues are triaged appropriately and efficiently
  • Participates in 24x7 On-call Rotation and Escalation about 3 or 4 weeks per year
  • Analyze and resolve technical problems encountered with production workstations
  • Identify and implement procedural improvements and process improvement
  • Develop documented repeatable techniques for providing quality PC hardware and software service and support
  • Load and test according to procedures “small package” and “off the shelf” applications
  • Develop and maintain excellent working relationships with derivatives trading and marketing, Operations & Finance, Treasury Credit, Risk Management, and offshore units
  • Receive, transduce, and coordinate business requests to development and other IT teams in Hong Kong Paris, London and New York sites
  • Assist with the testing of system enhancements, bug-fixes, upgrades and patches for technologies used by the Support teams – the CRM system and planned self-service website
Qualifications for senior support analyst
  • Manage UNIX scripts for dev life cycle (compilation, packaging, release )
  • 2 years of experience developing in Windows operating system
  • 1 year of experience developing with C++ or Visual Basic computer languages
  • Experience developing with SQL Server database
  • 2 years of experience developing in C# computer language
  • 2 years of experience developing in SQL Server
4

Senior Support Analyst Job Description

Job Description Example
Our company is looking to fill the role of senior support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior support analyst
  • Become an aspirational role model for the support function
  • Creation of various forms of documentation
  • You are responsible for managing your time and workload while assuring your adherence to Service Management expectations based on priority & commitment
  • Management of various metrics reflecting groups performance
  • Continuous improvement of all processes and models
  • Act as a single point of contact for all internal IT related user/customer queries/issues
  • Present at induction courses and elsewhere as required, participate in floor walks, provide internal assistance and training on the use of iService and attend remote site visits when required
  • Proactively monitor the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate
  • Manage all machine builds for new starters and current staff including laptops, desktops and mobile devices
  • Mean time to resolve
Qualifications for senior support analyst
  • Graduate in any discipline (Computer Science preferred) with a good background of Application support (L1,L2) with a minimum IT experience of 7 + years of experience
  • Must have a sound working knowledge of Operating systems
  • On their functional business issues/incidents, communicate and co-ordinate with development, testing, environment &
  • To drive continuous service improvements
  • Recognition as a technical resource within the work group
  • Knowledge of the ITIL best practices and deep understanding of various Infrastructure technologies
5

Senior Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for a senior support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior support analyst
  • Use analyses of support trends to recommend and implement responses
  • Provide technical expertise to the QA process via monthly SR reviews at individual level, with recommendations given to the manager on impact as it relates to current coaching plans
  • Under manager direction, mentor less experienced staff on support and library/information science
  • At management discretion, assist with Tier 1 support volume as needed
  • Act as a liaison between CSD and other stakeholder groups
  • At the direction of manager, participate in product implementation and development activities to help ensure CSD readiness and contribute to product quality and usability based upon customer feedback
  • Proactively identify, manage and escalate risk events
  • Uncover opportunities to automate, decommission, simplify or reduce the cost of our technology services, enhance the experience of our colleagues and customers who benefit from our technology services, and improve our working processes
  • Provide exceptional customer service via phone, in person, and email as appropriate
  • Resolve help desk issues including first level troubleshooting connectivity, mobile devices, hardware and software issues
Qualifications for senior support analyst
  • Fundamental understanding of TCP/IP networking concepts and principles
  • Sound Linux experience at the command-line level
  • Work independently strong team collaboration
  • Minimum of 4 years of experience in Human Resources Technology and at least 3 years in customer/employee facing position
  • Capable of supporting/debugging complex workflows with Service-Now objects, including UI configuration, ACL, Client Scripts, Script Includes, Business Rules, Graphical Workflow Editor
  • Bachelor's degree in Accounting or other Business related field preferred

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