Application Support Analyst IV
Posted 1 day ago by 1763640111
Negotiable
Outside
Remote
USA
Summary: The Application Support Analyst IV is responsible for providing technical support to users of proprietary or custom application software, troubleshooting issues, and guiding users to effectively utilize the software. The role involves data extraction, report generation, and mentoring junior team members while ensuring the uptime and efficiency of production applications. The position requires extensive experience in application support and a strong understanding of database principles and troubleshooting methodologies. This role is fully remote and classified as outside IR35.
Key Responsibilities:
- Provide technical application support to production applications, systems, and business teams.
- Investigate incidents, interruptions, or bugs in operational systems.
- Perform triaging and problem-solving to identify issues and implement changes or workarounds.
- Develop data extractions or reports based on client requests or requirements.
- Track production issues and report periodically to the monitoring group.
- Provide support during maintenance and upgrade events.
- Mentor and support junior team members.
Key Skills:
- Bachelor's degree.
- 8+ years of related work experience in an application/production support role.
- Two-tier support experience for applications.
- Ability to maintain scheduled jobs and troubleshoot processes.
- Experience in training new employees and documenting production applications.
- Monitoring performance metrics and identifying root causes of technical issues.
- Experience supporting complex, multi-module, custom applications.
- Proficient in troubleshooting and root-cause analysis.
- Understanding of database principles with extensive SQL experience.
- Working knowledge of UNIX and networking, experience with Java-based applications.
- Knowledge of Operating Systems, Middleware, DB, and Webservers.
- Incident, Change, and Problem Management experience.
- ITIL Foundation Certification (Preferred).
- Experience with ITSM Tools (Service Now, Remedy, or other ticketing tools).
- Command Center experience or managing major incident events is desirable.
- Willingness to provide on-call support on a rotation basis for 24x7 support.
- On-call scheduling experience for support teams.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Location: Fully Remote
Job title: Application Support Analyst IV
Below is the job description:
Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.
Key Job Functions
Provide technical application support to production application, systems and business team. Investigate incidents, interruptions or bugs in operational systems. Perform triaging and problem solving to identify issue, and implement change or workaround to ensure continued use of the application.
Develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses.
Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
Provide support during maintenance and upgrade events.
Mentor and support junior members of the team.
Education
Bachelor s degree
Minimum Qualifications
8+ years related work experience in an application/production support role.
Specialized Knowledge & Skills
Provide two tier support to applications, provide assistance to all end users, identify and resolve issues in production.
Maintain schedule jobs and perform troubleshoot on processes and resolve all issues.
Provide training to various new employees and assist with expert knowledge on production processes.
Document all production applications and resolve all application issues and answer all requests.
Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
Experience of supporting complex, multi-module, custom applications.
Experienced in troubleshooting and root-cause analysis.
Understanding of database principals and extensive hands-on experience with SQL.
Working knowledge of UNIX and networking, experience with Java based applications.
Knowledge of Operating Systems, Middleware, DB, Webservers.
Incident, Change, and Problem Management experience.
ITIL Foundation Certification (Preferred.)
Experience with ITSM Tools (Service Now, Remedy or other ticketing tools.)
Command Center experience, or experience of managing major incident events, is desirable.
Must be willing to provide on call support on a rotation basis for 24x7 support. When on call, requires off hour and weekend support.
On-call scheduling experience, manage and optimize on-call schedule for support teams.
Key Job Functions
Provide technical application support to production application, systems and business team. Investigate incidents, interruptions or bugs in operational systems. Perform triaging and problem solving to identify issue, and implement change or workaround to ensure continued use of the application.
Develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses.
Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
Provide support during maintenance and upgrade events.
Mentor and support junior members of the team.
Education
Bachelor s degree
Minimum Qualifications
8+ years related work experience in an application/production support role.
Specialized Knowledge & Skills
Provide two tier support to applications, provide assistance to all end users, identify and resolve issues in production.
Maintain schedule jobs and perform troubleshoot on processes and resolve all issues.
Provide training to various new employees and assist with expert knowledge on production processes.
Document all production applications and resolve all application issues and answer all requests.
Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
Experience of supporting complex, multi-module, custom applications.
Experienced in troubleshooting and root-cause analysis.
Understanding of database principals and extensive hands-on experience with SQL.
Working knowledge of UNIX and networking, experience with Java based applications.
Knowledge of Operating Systems, Middleware, DB, Webservers.
Incident, Change, and Problem Management experience.
ITIL Foundation Certification (Preferred.)
Experience with ITSM Tools (Service Now, Remedy or other ticketing tools.)
Command Center experience, or experience of managing major incident events, is desirable.
Must be willing to provide on call support on a rotation basis for 24x7 support. When on call, requires off hour and weekend support.
On-call scheduling experience, manage and optimize on-call schedule for support teams.