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Application Support Analyst
INTL FCStone
West Des Moines, IA, United States
Job Details - this job has expired, please see similar jobs below
Position Purpose:
The Application Support Analyst will provide tier 2 application support and maintenance to various 3rd party applications to our distributed business units.
Primary Accountabilities/Responsibilities:
• Monitor support tickets and provide second level support with all applicable upstream, downstream, batch, and application needs
• Identifies and resolves technical issues with assigned technical infrastructure hardware, software and work processes
• Help ensure day-to-day operations of the applications and infrastructure the platforms are hosted on
• Communicate effectively in non-technical terms with staff to troubleshoot application issues, diagnose root causes, and bring to resolution
• Complete service requests in the agreed SLA timeframe
• Escalates problems beyond level of expertise to manager or more experienced technical staff
• Collaborate with other supporting teams as needed
• Contribute to customer “how to” documentation, knowledge base articles, and internal troubleshooting guides
• Conduct and configure system based monitoring as needed
• Serve as the subject matter expert for the technical aspects of the assigned systems
• Assist in user acceptance testing
Job Requirements:
• Administration and support experience with any of the following types of applications for a mid-sized global company: O365 Suite – (MS Teams, SharePoint Online, Exchange Online), JIRA, Confluence, IT ticketing solutions, various IM platforms, and various workflow applications.
• Experience in monitoring and handling alerts
• Calm under pressure, able to handle the multiple projects at once
• The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
• Experience with Power BI, or other reporting applications is a plus
• Experience in providing services to agreed SLA’s
• Experience working both independently and in a team oriented, collaborative environment is essential
• High customer service mentality
• Strong interest in process improvement
• Strong written and oral communication skills
• Strong interpersonal skills
• Self-motivated and strong diagnostic skills
Physical requirements/Working conditions:
• Climate controlled office environment
• Minimal physical requirement other than occasional light lifting of boxed materials
• Dynamic, time-sensitive environment
• Travel as required
We encourage applicants of all ages and experience, as we do not discriminate on the basis of the applicant's age.